A sneak peek of the final designs
Similar principles grouped together (left) and the final design principles (right)
(Quality of images is purposefully bad so as not to reveal too much information)
HMW's after hearing more presentations from Knowledge Experts
Grouping HMW's by points in the counselor journey
Brainstorming ideas based on our design principles
Grouping the ideas into buckets and themes
Inspiration Station
Sketching ideas in a "Trading Card" format
First pass at a new counselor dashboard
First pass at counselor beginning a new chat
Using AI to fill in a contacts name in the Case Record based on their message
Based on the time passed, nudging the counselor to being the Risk Assessment
Nudging a counselor to transfer the other call if one has been categorized as High Risk, which is a part of the protocols in place
Using AI to suggest a resource to share with a contact based on the conversation
If the counselor decides to use the suggested resource, they could quickly add it to their message
A look at the final design showcasing what it looks like when talking to the top contact
A look at the final design showcasing what it looks like when talking to the middle contact