Click, Chat, Comply: How Bots Are Guiding Users Through a Government Website

​Event details:

​As government services become increasingly digital, the need for intuitive, user-friendly access points has never been more critical. Enter the government chatbot: a conversational interface designed to simplify public service navigation, answer questions, and guide users through complex bureaucratic processes.
At Liip, we introduced these bots for multiple government websites and are regularly user testing them. In this talk I would like to share our most surprising findings, and show you how people use the bots for real tasks.

​Speaker bio:

​Angie has more than 20 years of experience in user research and UX design. She started her career in usability consulting and UX, spent some years doing Service Design and worked for a large bank as well a small B2B software company. She then returned to agency and works for Liip doing web applications and large websites.

She has interviewed and observed thousands of users, built hundreds of applications, IVR systems and services, and she is convinced that combining empathy with evidence is crucial for anyone who designs digital products. She has a bachelor in interaction design from Switzerland and an MBA from Australia, and teaches UX in private institutions and universities.

​​Check out her profile: https://www.linkedin.com/in/angieborn/