As UX Writer, I designed conversational content for a citizen-oriented chatbot, creating clear and helpful dialogues for public service interactions. The chatbot offered both interactive services — such as database queries — and informational services for citizens seeking guidance about COVID-19.

I also conducted user testing with citizens through virtual platforms to validate the chatbot's usability, clarity and effectiveness, and helped coordinate this multi-sector project combining efforts from both public and private organisations.

• Provide immediate, accurate, and up-to-date official information to combat misinformation.
• Make complex information easy to understand for all citizens, regardless of digital literacy.
• Enable citizens to complete tasks directly — such as database queries and accessing financial aid information — reducing the need for human assistance.
• Create a helpful and intuitive service available 24/7.

• Information architecture.
• Design of conversation flows.
• Content development.
• AI training.
• User testing.
• Project management.