CASE STUDY

ISS CONNECT

AI Self-Serve Visa Help for Students, Less Load for ISS

Overview

ISS Connect addresses a real bottleneck in international student services: high-volume, high-risk questions with slow response times.I built a three-pane assistant that helps students search policies, ask questions in natural language, and receive actionable answers backed by official citations—so students can move forward confidently while advisors handle truly complex cases.

Client

UW International Student Services Office

MY role

Research & Discovery, Information Architecture, Wireframing, User Flows, UI/UX Design, Visual Design, Design Systems, Prototyping

team

Carnival’s Digital Experience Team

Duration

10 Weeks

year

2025

Challenges

  • Scattered policies

  • Student confusion

  • Repetitive ISS tickets

Objectives

  • Fast self-serve answers

  • Clear next steps

  • Lower advisor workload

the Solution

  • AI policy retrieval

  • Citation-backed responses

  • Smart case triage

Key Results
10

pp

Self-serve resolution rate increased from 50% → 80%

2

%

Decrease in time-to-guidance (finding the right policy + next steps)

2

%

Decrease in repetitive ISS inquiries (top FAQ topics)

Note: Metrics are estimated from prototype usability testing (directional results, not production analytics).

CASE STUDY

ISS CONNECT

AI Self-Serve Visa Help for Students, Less Load for ISS

Overview

ISS Connect addresses a real bottleneck in international student services: high-volume, high-risk questions with slow response times.I built a three-pane assistant that helps students search policies, ask questions in natural language, and receive actionable answers backed by official citations—so students can move forward confidently while advisors handle truly complex cases.

Client

UW International Student Services Office

MY role

Research & Discovery, Information Architecture, Wireframing, User Flows, UI/UX Design, Visual Design, Design Systems, Prototyping

team

Carnival’s Digital Experience Team

Duration

10 Weeks

year

2025

Challenges

  • Scattered policies

  • Student confusion

  • Repetitive ISS tickets

Objectives

  • Fast self-serve answers

  • Clear next steps

  • Lower advisor workload

the Solution

  • AI policy retrieval

  • Citation-backed responses

  • Smart case triage

Key Results
10

pp

Self-serve resolution rate increased from 50% → 80%

2

%

Decrease in time-to-guidance (finding the right policy + next steps)

2

%

Decrease in repetitive ISS inquiries (top FAQ topics)

Note: Metrics are estimated from prototype usability testing (directional results, not production analytics).

CASE STUDY

ISS CONNECT

AI Self-Serve Visa Help for Students, Less Load for ISS

Overview

ISS Connect addresses a real bottleneck in international student services: high-volume, high-risk questions with slow response times.I built a three-pane assistant that helps students search policies, ask questions in natural language, and receive actionable answers backed by official citations—so students can move forward confidently while advisors handle truly complex cases.

Client

UW International Student Services Office

MY role

Research & Discovery, Information Architecture, Wireframing, User Flows, UI/UX Design, Visual Design, Design Systems, Prototyping

team

Carnival’s Digital Experience Team

Duration

10 Weeks

year

2025

Challenges

  • Scattered policies

  • Student confusion

  • Repetitive ISS tickets

Objectives

  • Fast self-serve answers

  • Clear next steps

  • Lower advisor workload

the Solution

  • AI policy retrieval

  • Citation-backed responses

  • Smart case triage

Key Results
10

pp

Self-serve resolution rate increased from 50% → 80%

2

%

Decrease in time-to-guidance (finding the right policy + next steps)

2

%

Decrease in repetitive ISS inquiries (top FAQ topics)

Note: Metrics are estimated from prototype usability testing (directional results, not production analytics).

CASE STUDY

ISS CONNECT

AI Self-Serve Visa Help for Students, Less Load for ISS

Overview

ISS Connect addresses a real bottleneck in international student services: high-volume, high-risk questions with slow response times.I built a three-pane assistant that helps students search policies, ask questions in natural language, and receive actionable answers backed by official citations—so students can move forward confidently while advisors handle truly complex cases.

Client

UW International Student Services Office

MY role

Research & Discovery, Information Architecture, Wireframing, User Flows, UI/UX Design, Visual Design, Design Systems, Prototyping

team

Carnival’s Digital Experience Team

Duration

10 Weeks

year

2025

Challenges

  • Scattered policies

  • Student confusion

  • Repetitive ISS tickets

Objectives

  • Fast self-serve answers

  • Clear next steps

  • Lower advisor workload

the Solution

  • AI policy retrieval

  • Citation-backed responses

  • Smart case triage

Key Results
10

pp

Self-serve resolution rate increased from 50% → 80%

2

%

Decrease in time-to-guidance (finding the right policy + next steps)

2

%

Decrease in repetitive ISS inquiries (top FAQ topics)

Note: Metrics are estimated from prototype usability testing (directional results, not production analytics).