Am I Affected?
A new rule gets a three-tap self-check that grows from the public's real questions.
The job
Publishes a "does this affect me?" check on launch day, built from the draft rule. Grows it one branch at a time from the public's real questions, and proves confusion falls compared with the last similar change.
The moment
A new rule launches with a short "does this affect me?" check built from the draft rule. It works like a decision tree that grows new branches from the public's real questions.
On the morning of day two, one new question has appeared overnight: "what if my employer changed?", asked 212 times since midnight.
The policy owner approves a new branch for it at 11:40.
By day three, 60% of chats about the rule end inside the self-check without an agent. Confused social posts are at half the level seen for the last similar rule.
What it does
- Register a change
- Publish a tree version
- Log landings and handovers
- Update the voice agent script
What you see
A living decision tree that sprouts branches from real questions, served as a tap-through chat widget, with a public "questions answered" counter
What it moves
Contacts from confused people about the change in days 1 to 7, compared with the last similar change, and the share of chats about the rule completed inside the self-check without an agent.
Built for
- Marketing, brand & comms
- Frontline staff
- Citizens & customers
