Digital Assistant

Overview

With this engagement, I worked on the enterprise side of a major telecommunications client. I supported the multiple workstreams on this program focused on digitally innovating for their B2B customers through a customer-facing web digital assistant.

Tools

• Sketch

• InVision

Process

I collaborated with a design team comprised of 6 other UX/UI designers and a cross-functional team located both on and offshore. During this engagement, I also collaborated closely with the UX/UI design, development, project management, and QA teams. The workstream I managed was one of the most complex workstreams and focused on enabling business customers to manage large accounts through self-service capabilities via the enterprise digital assistant. I collaborated closely with the design team, Customer Experience team, and dev teams across the program to ensure a consistent user experience. While engaging the CX team I worked to ensure that the conversation design and digital experience remained within brand guidelines while also exploring innovative ways of addressing customer pain points. Throughout this program, I supported UX/UI efforts throughout the full project lifecycle from initial stages of wireframes for discovery discussion to user testing, QA, UAT, production pilot, and live production.