Requesting a new IT project in a large corporation can feel like navigating a maze. For teams at T-Mobile, project managers and product owners often struggled to find the right forms, documentation, or next steps to move their ideas forward. The challenge wasn’t just about building an AI chat assistant — it was about designing a smarter way to access information, cut through bureaucracy, and scale support across departments without losing the human touch. Main challenges: • Fragmented and time-consuming internal processes • Overloaded users with no intuitive way to get support • Implementing AI without making it feel like another generic “corporate chatbot” By leveraging T-Mobile’s Design System and collaborating with a Service Design research team, I designed an AI-powered chat interface that: ✅ Guided users through project requests with natural conversations ✅ Integrated with existing IT tools to provide real-time updates ✅ Reduced dependency on manual support by offering self-service assistance ✅ Ensured scalability for future company-wide expansion I worked side by side with T-Mobile’s Service Design team, leveraging internal research to ensure the assistant asked better questions, provided smarter responses, and became a real ally in users’ daily tasks.