I led the UI design of the chatbot interface as Senior UX Designer at Capgemini. I worked in close collaboration with a separate conversational design team, with clear ownership: they handled dialogue flows, I owned the interface that brought them to life. I opened the discovery phase with interviews and surveys across a representative cross-section of the Dutch public to understand what people actually needed from a police-facing service: speed, clarity, and confidence that their issue was being handled. In the define phase I translated these needs into clear UI requirements — simplicity and intuitiveness were non-negotiable given the diversity of the user base. From there I designed a clean, categorised interface with prominent search, supporting icons and imagery to reduce cognitive load, and an interaction model that didn't require users to know exactly what to type. In the deliver phase I ran iterative usability tests with target users, refining the design based on each round of feedback until the interface was genuinely accessible to the least digitally confident person in the room.