Shaping a new Help & Support experience on Salesforce. Balancing user needs with tight technical constraints to deliver clearer journeys and a centralised content hub.

AI-powered chatbot for BT Wholesale, designed to deflect common queries and support users contextually. Reducing pressure on service teams and streamlining self-serve journeys.

Redesigned the BT Wholesale Hub with a scalable information architecture and modular dashboard, creating consistency while enabling future growth

Exploring how conversational AI could ease call centre pressure and give LV= staff more time to focus on what matters.