A professional consultant is sought to provide comprehensive UI and UX design services focused on enhancing platform engagement and user satisfaction. The consultant will thoroughly assess the present UX design, pinpointing friction points and usability challenges throughout the entire user journey across all associated platforms. This process includes conducting user research through focus groups, interviews, and surveys to gather valuable insights from stakeholders, service delivery partners, and target audiences.

Based on this assessment, the consultant will deliver actionable recommendations for both UX and UI improvements that aim to strengthen user engagement, reduce drop-off rates, and support greater service uptake. Responsibilities also involve reviewing existing UI elements such as navigation, interaction patterns, and content presentation to propose enhancements that increase clarity, cohesion, and usability. In addition, a full mapping of the Big Sis chatbot—detailing user flows, decision points, and operator transitions—will be required. The consultant will prepare comprehensive visual and written documentation, including journey maps, diagrams, annotated screenshots, and flow charts, to clearly communicate findings and strategies to stakeholders and development teams.

Collaboration with internal teams, external partners, and chat operators is essential for validating findings and co-creating recommendations. The deliverables will ensure a user-centered redesign and a consistent, cohesive user experience across the platforms.