Using AI to Rethink User Experience in Government

In government, user experience has often focused on making websites easier to navigate, ensuring accessibility, and presenting information consistently. These are still important, but AI is changing what good UX can mean. We are now entering a stage where AI helps people get what they need from government faster and with less effort. Some call this “Just-in-Time UX.”

From Navigation to Understanding

Traditionally, digital government services relied on menus, forms, and step-by-step paths. Users had to know which agency handled what, and then figure out how to get there. AI changes this model. By understanding intent and context, AI can make navigation almost invisible. Instead of asking people to click through pages, the system can recognize what they are trying to do and take them directly to the right action or answer.

This kind of experience is dynamic and conversational. It responds to people in real time, reduces cognitive load, and makes services feel personal and immediate.

Deterministic vs. Probabilistic

AI introduces a shift from deterministic to probabilistic design. Deterministic is where every path is pre-defined and always produces the same results from the same inputs. Probabilistic outcomes vary, generating results based on a range of likelihoods. Designers must now design for flexibility by anticipating a spectrum of user intents and letting AI dynamically choose the best route.

This means our role as designers and technologists expands:

• We define guardrails, not just wireframes.
• We model outcomes, not only interfaces.
• We ensure the AI is transparent, accessible, and fair – especially for vulnerable populations who rely most on government help.

What It Means for Public Services

Time and trust are the foundation of effective public service. When Georgians face moments that matter – such as starting a business, caring for a child, or recovering from a disaster – they should not have to guess where to begin. AI can unify experiences across websites, chatbots, call centers, and mobile apps.

Imagine starting a request on Georgia.gov, following up with a voice assistant, and getting an update by text without having to explain your situation multiple times. This kind of seamless experience hopefully will build confidence in digital government.

Designing for Flexibility

AI introduces a new design mindset. Instead of designing every possible path, we now design systems that can adapt to what users need in the moment. UX becomes less about screens and more about moments of service.

As designers and technologists, our role is to define the guardrails that keep these systems reliable, fair, and transparent. We need to make sure AI-driven experiences are accessible to everyone, especially those who rely most on public services.

The Path Forward

Through Georgia’s Horizons Innovation Lab, we are exploring conversational interfaces, intent recognition, and multimodal assistance that work across channels and contexts. The goal is not just to use AI for efficiency but to use it to make government feel more human.

AI does not replace design. It expands it. It turns static interfaces into systems that learn, respond, and serve people just in time… when they need it most.

Related to: 

• Thought Leadership