Optum | My Site 1

Optum Insights Core Platform Chatbot

Figma, ReactJS, Typescript

Background

As a UI/UX Developer Intern at Optum, I designed and built a chatbot for the Insight Core Platform Documentation site to streamline information access and reduce navigation time. I led the process from user research and Figma prototyping to front-end development using React and TypeScript, aligning with Optum’s design system and user needs.

UX Research

To build an effective chatbot, I began by understanding users’ current challenges with documentation:

Problem Statement

Users struggled to find accurate documentation quickly. The chatbot aimed to close this gap by enabling conversational access.

Primary & Secondary Research

Conducted focus groups to understand user expectations.
Researched existing chatbot implementations and pain points in documentation tools.

Market & Competitive Analysis

Compared popular documentation/chatbot tools and identified gaps and strengths.

Looking at the Process from an Overall View

Design Process

The design process was rooted in a user-centered approach, combining research insights with iterative prototyping and testing. Here’s a breakdown of each stage:

Wireframing

To kick off the design phase, I created low-fidelity wireframes to define the chatbot’s structure, flow, and placement within the documentation site. This helped visualize the user journey and ensured alignment with user needs and technical feasibility before diving into high-fidelity work.

Prototyping

Using Figma and Optum’s internal design system, I built interactive, high-fidelity prototypes. Due to toolkit limitations, I learned to creatively work within constraints while still maintaining usability and aesthetic quality. The prototypes simulated real chatbot interactions, allowing for early feedback and validation.

UI Design

The visual layer focused on creating an interface that was clean, accessible, and brand-compliant. I applied Optum’s typography, color palettes, iconography, and spacing standards. Special attention was given to states like hover, focus, and active chat, ensuring clarity and responsiveness across devices.

Front-End Implementation

In this phase, I translated the high-fidelity designs into a functional, responsive front-end using React with TypeScript and CSS. This involved converting design elements into reusable components, ensuring seamless interactions and smooth transitions. I focused on implementing dynamic content changes, animation effects, and optimizing responsiveness for various screen sizes and devices.

Usability Testing

I conducted usability tests with internal stakeholders and potential users. These sessions provided insights into user behavior, helped identify friction points, and guided iterative improvements. From simplifying message prompts to improving visual hierarchy, user feedback directly shaped the final design.

Note: Due to confidentiality agreements, I’m unable to publicly share detailed Figma files, internal assets, or proprietary visuals. However, the content on this page offers a comprehensive overview of my design and development process during my time at Optum.