your personal assistant
how might we give employees access to personalized technical support whenever they need it?
with changes to their organizational structure and various digital processes post-covid, the client came to us with interest in implementing an ai driven virtual assistant with natural language understanding to anwser employee questions and provide technical support.
this accelerated 6 week mvp (minimal viable product) build explored the art of the possible with the client through a carefully prioritized and scoped use case that demonstrated compelling user, business, and technical value for continued investment.
6 weeks / confidential canadian financial services client / design research, workshop facilitation, conversational design
as the design lead, i kept the end-to-end engagement user focused, designing and facilitating workshop activities that would help us frame, discover, and scope our solution as efficiently as possible.
given that this was the first of many similar chatbot engagements, i continued to develop the workshop and conversational design assets based on feedback. these were turned into re-usable templates that have been used across 20+ engagements in the region.
given the ambiguity of the problem space and tight timeline of the project, i led the team in putting together and facilitating a series of virtual workshops that went through the divergent and convergent process of framing the business opportunity, discovering the user, technical solutioning, and scoping key outcomes for the mvp build.
research activities were designed to be highly interactive and collaborative, allowing the team to find out just enough to carry out the initial build and iterate quickly.
i translated the user stories written by the client into conversation flows that took into account the tone+voice, existing scripts that live agents use, and language contained in existing knowledge base articles. this enabled the technical team to fully integrate the workshop findings, ensuring traceability and rigour between our research and design activities.
additionally, i led planning and visual design of our weekly executive playbacks, ensuring that we were telling a compelling, outcome focused story.
04_testing and outcome
once development of the mvp was completed, i put together the usability testing materials and process according to our pre-defined measures of success.
outcomes from user testing were very positive, and showed that we had achieved all of our mvp objectives and reduced the number of potential calls by 80%. feedback from the client's executive stakeholder was very strong, and subsequent development and deployment is expected to happen within the next year.