MY ROLE
I was one of two UX designers on the agile team responsible for taking AI Manager 2.0 from ideation to a shipped product. I worked closely with the Product Owner and Engineering team to understand the user needs, define the experience and design the end-to-end workflow - including conversation builder, decision trees, NLP training, testing, management and publishing.
Led UX design from concept to launch
Translated complex system logic into intuitive user experiences
Participated as UX design for Agile team - participated in sprint planning, refinement, reviews and design critiques
Created user flows, wireframes, prototypes, and high-fidelity designs
Collaborated on edge cases and technical constraints with developers
Iterated on designs based on cross-functional feedback
Supported developers throughout implementation
Reviewed shipped experiences, conducted visual QA and identified opportunities for future iterations
IMPACT
ENTERPRISE PRODUCT
AI Manager 2.0
A 0→1 enterprise product that made chatbot content management easier for both business users and developers. I led the UX design, working with product and engineering to turn a complex, technical workflow into a visual, intuitive experience.
MY ROLE
Product Designer
TIMELINE
3 years
PLATFORM
Enterprise Web Application
The Challenge
The chatbot was becoming more complex but the tools for managing it weren’t keeping up.
Verizon’s chatbot supported multiple customer experiences, channels and services but managing that content required understanding a lot of underlying systematic logic. The existing workflow was heavily technical, making it difficult for business teams to understand the conversation structure. This led to difficulty creating their own workflows, updating existing workflows and testing changes without relying on a tech counterpart.
We needed a way for both business users and developers alike to maintain the chatbot’s content and decision paths.
What we needed to Solve
MAKE COMPLEX LOGIC EASIER TO UNDERSTAND
Give users a visual way to see how conversations and decision paths are connected.
EXPAND USER BASE TO BUSINESS USERS AND DEVELOPERS
Move beyond a developer-focused workflow and allow business teams to create and manage their own conversational experiences.
UNIFY PROCESSES IN ONE TOOL
Create one place to build, train, test and manage chatbot content instead of multiple disconnected tools.
EXPAND SUPPORT TO MULTIPLE CHANNELS & SERVICES
Allow content to managed across different chatbot experience including Mobile, Web, Apple Business Chat and more.
Making the System Understandable
AI Manager 2.0 was built over the course of 3 years, bringing together a user friendly view with a highly technical problem of building conversation and decision trees for Verizon’s chatbot. This tool was a content management system that allowed users to build and test their work directly in app.