AI Companion for Smarter
Civic Services
Focus:
Research, Concept Design, Prototyping, Responsible AI UX
Client
Case Study
Year
2025
My Role: I led the end-to-end design process - from research and concept modeling to interaction design and prototyping. My focus was on crafting a responsible AI experience that simplifies civic services, builds user trust, and demonstrates how GenAI can enhance human understanding, not replace it.
Tools: Tools combined design precision (Figma, FigJam) with AI exploration (ChatGPT Canvas, Lovable AI, Framer AI) to prototype a responsible, explainable civic assistant experience.
Callouts:
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“Current portals overwhelm users with complex forms.”
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“Opportunity: Humanise digital governance with conversational AI.”
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“Goal: Build trust, not just efficiency.”
Project Duration: 3 weeks
What is the user problem?
Due to Covid, collection of payment on a digital platform is required but we don't have it except for motor insurance. Online policy renewal not available. The website is very old school, not all policy easily available online. When user stuck there no instant help online. Insurance word jargons that could be ambiguous to the user.
When the website is too heavy, complicated, and loaded with content; the user loses interest and moves out of the website. Immersive search not available. To gain trust there not testimonials. Once user bought the policy there not tracking system.