Project Overview

Corra is a Public Services Assistant that helps citizens navigate everyday government tasks, taxes, permits, payments, and service locations, through natural conversation. Instead of navigating confusing government portals, users simply ask Corra and get clear, guided answers in seconds.

The platform pairs this citizen-facing app with an admin dashboard that gives teams a single place to monitor the assistant's health, understand where it falls short, and turn those gaps into better answers.

Key Challenge

Public services are intimidating: dense jargon, scattered information, and forms that assume you already know the process. The citizen experience needed to feel approachable and human for people who are often anxious or unsure where to start.

On the admin side, most chatbot dashboards report vanity metrics, total chats and session counts that look busy but never tell a team whether the bot is actually working. Teams needed a way to spot problems at a glance, understand why conversations failed, and act on it without digging through raw logs.

My Solution

• Designed a warm, conversational entry point with contextual starter questions that show users what Corra can help with from the very first tap, paired with structured, scannable answers (locations, hours, required documents, next steps) that give a clear path forward instead of a wall of text
• Built a lightweight history and help layer that lets users revisit past answers and pick up where they left off, without the clutter of a power-user tool
• Replaced vanity metrics with health-first KPIs (resolution rate, fallback rate, response latency), each with directional logic so a glance tells you what is improving and what needs attention, unified into a single trend chart with an hour-by-day activity heatmap
• Built a Top Unanswered Questions system that surfaces real failed queries, shows how users actually phrased them, and turns each gap into a one-click prompt to create the missing knowledge

Presented anonymously with illustrative data to respect client confidentiality.