Johnson & Johnson’s External Engagement Policy (EEP) was essential yet complex. Its traditional, static format risked poor employee engagement and difficult navigation, limiting effective compliance.
The objective was to develop a chatbot UX that delivers policy guidance with clarity, personalization, and ease of use. The chatbot needed to translate dense legal language into conversational, accessible interactions that employees could rely on in real time.
A conversational strategy guided the project, involving dialogue flow mapping and the creation of a user-friendly bot persona. The design focused on humanizing internal communications by converting static policy text into natural Q&A exchanges.
Key elements included tone of voice tailored to feel approachable and helpful, branching logic designed to anticipate user needs, and concise content scripting to simplify complex policy details. This comprehensive approach ensured that every interaction felt supportive rather than bureaucratic.
The chatbot’s conversational UX was deployed to provide immediate, context-relevant answers, improving policy comprehension and compliance speed. Employees gained smarter access to corporate guidelines without sifting through lengthy documents.
Post-launch analytics indicated increased employee engagement with the EEP content and faster resolution of policy-related queries. The chatbot became an effective tool to reduce friction in policy access and encourage proactive adherence.
This humanized automation solution aligns compliance needs with modern user expectations, supporting Johnson & Johnson’s commitment to clear communication and operational excellence.
