Veteran Live Agent Chat
How might we create a seamless live chat experience for veterans across lines of business within the VA?
I led a cross-functional product team (UX, ML, Dev) to research of future-state live chat solutions, seeking to understand the technical feasibility and desirability of a Veteran being transferred from an authenticated chatbot to a live agent chat. Final deliverables included a final report with data insights, technical evaluations, and user design recommendations to inform the next steps in technology planning.
Role: Product Manager | Timeline: 6 months | Tools: Mural, InDesign, Figma, Interviews
Some of this work is considered unclassified but still sensitive. To see the full project overview, visit the password protected link. Need the link? Shoot me an email!