Chatbot Design
Summary
The City of Ft. Worth wanted to modernize how they interact with residents, improve self-service options, and reduce the strain on customer service agents. Their existing chat system wasn’t keeping up with user needs, so they sought a solution that would automate common tasks and create seamless experiences across devices.
The chatbot was designed to anticipate user needs by suggesting popular topics — like reporting an issue or requesting city services — right from the start. This reduces reliance on live agents and ensures users find answers quickly and efficiently.
We recognized that users are already comfortable interacting with chatbots on platforms like Amazon or Google. The chatbot concept for Ft. Worth borrowed from these familiar design patterns, making it approachable and trustworthy from the very first interaction.