Carlos — Form Filler

Role: Citizen applying for government benefits

Background

Applying for a government benefit. May have limited English proficiency, low digital literacy, or accessibility needs. Navigates complex government processes while managing work and family responsibilities.

Goals

• Understand what information is needed and why
• Complete forms correctly the first time
• Get help with confusing questions or jargon
• Know that sensitive information is handled appropriately

Needs

• Clear, plain language explanations
• Guidance through complex conditional logic
• Contextual help for confusing terms
• Confidence that the form is filled correctly
• Adaptive experience for complex sections

How LLMs Help

• Conversational Filling: Agent explains questions and adapts the flow
• Plain Language: Help text written in understandable terms
• Contextual Assistance: On-demand explanations for specific fields
• Adaptive Interview: Skips irrelevant sections based on answers

Pain Points

• Government forms use confusing jargon
• Complex conditional logic is hard to follow
• Uncertainty about whether forms are correct
• Accessibility barriers with traditional forms