Introducing IRP Navigator

IRP Navigator

Overview

As a UX Designer on the Intelligent Risk Platform (IRP) team at Moody’s, I contributed to the design and launch of IRP Navigator—a 24/7 AI-powered assistant built to help users across catastrophe modeling, exposure management, and underwriting workflows get timely, contextual product support. Our team identified a growing challenge: the rapid pace of product innovation and documentation updates made it hard for users to keep up and self-serve effectively. Language barriers, documentation overload, and delays in customer support often disrupted workflows.

To solve this, we focused on improving accessibility to support resources, reducing user friction in task completion, and enhancing the discoverability of IRP features through a seamless, embedded experience. The result was the IRP Navigator—an always-on, conversational GenAI tool embedded within the IRP ecosystem to provide intelligent guidance across documentation, models, workflows, and support pathways.

I played a key role in shaping the user experience of IRP Navigator from early concept through to launch. I facilitated exploratory design discussions, created prototypes to demonstrate potential interaction patterns, and worked closely with product managers, engineers, and GenAI specialists to align on user needs and technical feasibility.

I contributed to defining the Navigator’s key interaction flows and UI components within the IRP applications, ensuring consistency with our platform design language. I also collaborated with our customer success and research teams to uncover common pain points and use cases, integrating insights directly into the user journey. Additionally, I supported documentation audits and context modeling efforts to fine-tune how content would be retrieved and surfaced to users in a helpful, contextualized way.

My Role

DISCOVERY

Business Need

Persona

User Journeys

Crazy 8s - sketch

Our Solution

We focused on seamless integration, relevance, and transparency to deliver an assistant users could trust and rely on. Key elements of our solution:

Embedded, In-App Support – The Navigator lives inside IRP applications, reducing context-switching and giving users help right where they need it
Tailored Guidance – It uses user entitlements and app context to surface only relevant, license-specific information
Cited, Searchable Sources – Every response includes clear documentation links, empowering users to explore more deeply
Live Escalation + Translation – Users can escalate complex queries to support or use built-in translation for global accessibility
Learning-Focused – Beyond reactive help, the Navigator serves as an educational tool to guide users through new or complex tasks

Example of different screens

Impact

IRP Navigator has delivered measurable value since launch:

Accelerated Support – Reduced dependency on support tickets by enabling users to self-serve instantly
Improved Productivity – Minimized workflow disruptions, especially in time-sensitive modeling and analysis scenarios
Higher Engagement – Increased in-app usage of features due to improved discoverability
Global Access – Translation and multilingual support opened access to users worldwide
Positive Feedback – Users appreciated the assistant’s contextual relevance and transparency

Process and Challenges

We kicked off with user journey mapping, persona alignment, and documentation analysis. Key steps in our process:

Synthesized insights from customer interviews, support logs, and internal stakeholder sessions
Partnered with GenAI teams to refine prompt structure, tone, and fallback logic
Explored multiple chat UI patterns to ensure scalability across products
Iterated on interaction flows to balance simplicity with technical depth
Faced and addressed ambiguity in how much control vs. automation the assistant should offer
Prioritized trust by ensuring answer traceability and surfacing verified documentation sources

Throughout the project, I remained focused on solving real user problems with practical, thoughtful design—contributing both strategically and hands-on to an impactful AI-powered solution.

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