Dutch Police
A chatbot to enhance the efficiency of the Dutch police's communication
Year
2023
Timeline
3 months
Category
Security
Role
Senior UX designer
Problem statement
The Dutch police faced challenges in managing high volumes of public inquiries efficiently. The existing customer service system was heavily reliant on human representatives, leading to delays and a less than optimal public service experience.
Approach
Stakeholder Engagement: Collaborated closely with the Dutch police to understand their objectives and constraints. Team Collaboration: Worked alongside another team focused on conversational design while leading the UI improvements.
Design process
Discover: Conducted interviews and surveys with the general public in the Netherlands to understand their experiences and pain points with police interactions. The public desired quicker issue resolutions, easier access to information, and a more convenient and accessible customer service experience. Define: Translated insights into specific UI requirements for the chatbot. Emphasized the importance of simplicity and intuitiveness in the chatbot interface to cater to a diverse user base. Develop: Developed a user-friendly interface with straightforward navigation and relevant visual elements. Incorporated icons and images to aid in communication, and designed a clean, modern layout with categorized inquiries and a prominent search function. Deliver: Iteratively tested the UI with a group of target users, refining the design based on feedback to enhance usability and effectiveness.
Results
Performance Metrics: Post-implementation, the Dutch police experienced a 15% reduction in calls handled by human representatives. Client Feedback: The Dutch police reported significant improvements in communication efficiency and public interaction quality.
Conclusion
The introduction of Chatbot Wout significantly improved the Dutch police's ability to communicate with the public, demonstrating the impact of user-centered design on operational efficiency and user satisfaction. The project highlighted the importance of integrating user research into the design process to ensure the end product is both functional and user-friendly.
