AI Service Unification
From chatbot to ecosystem: designing and scaling internal AI services at WSIB
Timeline
May - Dec 2025
Team
1 designer
4 engineers
1 project manager
My role
UX design, hi-fi prototyping, usability testing, AI-assisted motion design
Results
phase 1 developed and deployed
phase 2 presented to leadership
background
Redesigning a chatbot as its scope outgrew its original design
Since around 2023, teams across the company's IT sector had shipped AI-powered internal tools for case managers, recruiters, contractors, and general employees. Most were proofs of concept built without design involvement, and the UX varied widely.
DataDex was an AI chatbot for data-related questions. It was built on the company's design system, and its UX served its original scope well: single-session conversations, structured answers, and basic actions such as copy, regenerate, and feedback.
When I joined the DataDex team in May 2025 as its sole designer, my first assignment was to validate the existing design through usability testing. However, new requirements from the product team and senior leadership came in and expanded DataDex's scope, prompting me to redesign the chatbot interface before planning the testing.
Phase 1
Integrating the data chatbot into WSIB's general chatbot
New requirements
Redesign "M", the general WSIB chatbot, with DataDex merged in as one module
Add "Recent chats" to "M"
Add "FAQ" to the data module
My approach
Reviewed DataDex's design and product documentation as a starting point
Gathered information about "M" from my manager and colleagues
Requested to join the meetings with the "M" team for firsthand context on the merge
Things I tried to figure out before I design
What are the product goals and existing capabilities?
What are the typical use cases for each existing module in "M"?
Are users expected to switch modules mid-conversation, and is that supported or necessary?
Does module access vary by user?
What happens if a user selects the wrong module?
Why does the data module need FAQ, and will other modules need it too?
Answers are intentionally skipped here, I can share more during job interviews
Iterative designs
New chat
Response
New chat
Response
After
Handoffs with components, annotations, and codes
Components
Responsive rules
motion in code
try hovering
and clicking! ->
Auto
General
Data
Source
SSVS
CLiCK
HR
General knowledge, content generation, and document summarization
Phase 2
Designing a unified entry point across chatbots, tools, and agents
Phase 2 is still being written. Check back soon.
Design option
