01 · Greet
A personal hello
Sofia opens by name with three clear next steps, so members never face an empty chat box.
Sofia AI & MyChoice Mobile
An award-winning AI benefits assistant, and the self-service system behind it, so members could finish high-stakes tasks without calling support.
Role
Principal UX Designer
Platform
Web, iOS and Android
Scope
Member AI, self-service and admin tools
Recognition
Stevie Gold · HR Tech Award
// The challenge
High stakes, heavy documents, too many calls.
Businessolver’s benefits platform serves large enterprise HR clients. Members had to get through document-heavy, high-stakes processes, like life events, dependent verification, tax documentation and plan comparison, inside a system with high support-call volume and low self-service completion.
The work: a conversational AI assistant and a document-verification system complex enough for real compliance requirements, simple enough that members could self-serve, with the admin tools enterprise clients needed to run it at scale.
// Member experience · Sofia AI
A conversational system, not just a chatbot.
I directed UX for Sofia and the MyChoice Mobile dashboard, building a full conversational UI system with suggested-content cards, button-list treatments with pagination and plan comparison, documented in a style guide for desktop and mobile.
Sofia Facelift for Mobile
Over 200 iteration screens took Sofia from a chat window to a mobile companion: a dashboard that greets you, a chat drawer that follows you, voice, languages and a feedback loop.
// Self-service · SADV
219 screens, one calm path through verification.
I architected and shipped the Stand Alone Document Verification (SADV) flow: a 219-screen, multi-path system guiding members through document upload, verification and event-based workflows like marriage, dependents and tax.
Every path carries inline progress, success and error states, so members always know where they are and what’s next, alongside a member plan comparison tool.
Event-based paths
Marriage, dependents and tax each get their own path, so members only see what applies to them.
Inline states
Progress, success and error states sit right where the work happens, not on a separate screen.
Plain-language prompts
Clear asks like ‘Interested in helping expedite your dependent verification?’ invite members in.
One style guide
Documented patterns kept desktop and mobile consistent as the flow grew.
// Enterprise & admin tooling
Tools for the people behind the scenes.
I designed the Super Admin dashboard enterprise clients use to filter, review and manage thousands of verification events, with status tracking and bulk actions.
Underneath it, the Member Driven Labeler lets processors validate and label uploaded documents, like birth certificates and tax forms, against structured verification fields.
[Add the Super Admin dashboard export: event filtering, status tracking and bulk actions]
// Outcomes
Fewer calls, happier members, a shelf of awards.
82%
Chat resolution
34%
Call deflection
90%
Overall inquiry resolution
58 → 70
Platform NPS
MyChoice Mobile enhancements earned 4.35/5 self-service satisfaction, and scalable design systems cut new-feature production time 25–40%.
- Inc. Best in Business · Sofia Platform + MyChoice Mobile2023
- Stevie Award (Gold), UI/UX & Innovation · MyChoice Mobile2022
- Artificial Intelligence Excellence Award · Sofia AI2022
- HR Tech Award · Sofia Platform + MyChoice Mobile2021
- Best Comprehensive Solution, 2021 HR Tech Awards · Businessolver2021
- Digital Health Awards (Silver) · MyChoice Mobile2021
- Digital Health Awards (Gold) · MyChoice Mobile2020