Airline Chatbot

Overview

In this project, I served as a UX/UI and conversation designer for a major airline’s customer-facing chatbot project. During this project, my team and I developed conversational designs for 12 unique API intents that would be used for the airline’s chatbot.

Tools

• Conversation design prototyping tool

• Web-based collaborative whiteboard  

Process

intent workshops: During the initial discovery phase of this project, I helped facilitate and conduct multiple workshops with client product managers to gain insight into their specific product verticals for which my team and I would later design conversational scripts. In the workshops I helped facilitate, I co-created high-level user stories with product managers by developing rough high-level flows for the customer journeys of their specific product channels.

high-level flows: After the workshops, my team and I created high-level flows to document the user stories we created and visually represent the customer journey process. These flows were a critical conversation tool for my team and the many product managers we worked with on the 12 unique API intents.

conversation design: Once we developed the user stories for the API intents and designed high-level process flows, we designed the conversational designs within a collaborative conversation design prototyping tool. As we designed the conversational scripts, we referred to the project Voice & Tone Guide, which was a living document that provided specific guidelines for the conversational designs related to the bot’s tone in accordance with branding guidelines, UX/UI standards, and best practice research for conversation design. After designing the conversational scripts, we held final review sessions with the product managers and received feedback as well as discussed future design opportunities.