AI Eligibility Checker
I explored how AI could simplify complex government interactions by creating one trusted, conversational entry point to multiple services.
Built on governed data, explainability, and human oversight, the concept demonstrated how conversational AI, predictive modelling, and RPA could deliver multilingual, transparent, and human-supported experiences, which is critical for vulnerable citizens who often face the most friction.
Organisation
Government & Public Services
My role
Service Design
Timeline
3 weeks
My approach
Balancing problem-first and AI-capability lenses
I framed the work around citizen challenges while identifying where AI could responsibly augment human support. Defined experience principles grounded in trust, inclusion, and explainability.
Research and discovery
With limited access to users, gathered insights from public data, social media discussions, surveys, and government reports. I mapped the Irish public-service ecosystem, including Justice, Housing, Education, Social Protection, and the HSE, to visualise duplication and interdependencies.
Key insights
Citizens need clarity and guidance, not just access.
Trust, explainability, and human fallback are essential.
Fragmented data prevents proactive support.
AI’s highest value lies in reducing cognitive and administrative load.
Proto-persona and use cases
I created a proto-persona called Martha, a newcomer to Ireland who is navigating visa, healthcare, education, and housing services. Her journey illustrated how AI could act as a trusted guide across multiple, complex systems.
Mapping and prototyping
I visualised the AI UX logic through journey maps and system diagrams, defining three progressive levels of experience:
Pre-Arrival Guidance – a multilingual chatbot offering trusted information before obtaining a PPS number.
Personalised Support – tailored advice and pre-filled guidance across departments.
Proactive Assistance – predictive help that anticipates needs and triggers human review when required.
Each layer was designed around principles of transparency, fairness, privacy, and human oversight.
Outcome
Mapped end-to-end system journeys and orchestration logic for agent-driven interfaces
Defined a service vision and prototype for human-centred, AI-enabled public services
Outlined opportunities for cross-departmental data integration
Reinforced Deloitte’s position as a leader in trustworthy AI design
Won the Dublin Regional Final of the Here for Good AI Hackathon 2025 and advanced to the national final, sparking new government client conversations
