AI-powered, mobile-first chatbot experience

Tbd

 
 

core responsiblities

As the sole UX Designer, I led early research…..

My process

early research & design

  • Researched best practices and pulled together best in class chat bot examples for inspiration to prepare for a design session with the creative team.

  • I led the brainstorm that helped us determine what the web interface should look like and what UI components should be included based on tech and business requirements.

  • Created various desktop and mobile mock-ups based on our discussion and reviewed them with stakeholders for feedback.

  • Provided an additional two rounds of mock-ups that incorporated various stakeholder and user testing feedback. The final mock-ups gave developers the specs and visual direction for what the chat bot should look like and what they would need to build.

usability testing

  • User preference around chatbot conversation initiation

  • User behavior around the “Apply Now” button and other resource links

  • What participants expected from a “personal enrollment assistant” and if the name met those expectations

  • Initial thoughts on AI chats, what to avoid, and how to gain user trust

  • Avatar image reactions

  • Email messaging, in-line link effectiveness, and header design feedback

  • Quick reply button positioning to help drive immediate interaction

Outcomes of these tests have helped guide the product direction, ensuring user needs and expectations are accounted for as we moved closer to a final product.

mock-ups

  • Continued to research best practices and provide mock-ups for transition screens and edge case scenarios as needed, such as the redirect message and various error states.

  • Provided mock-ups that rebranded the final template for the next school that will be supporting the web chat product.

I was recognized with an “Archie Award” by the company for my work on this project.