🤖 Chatbot for IT Questions
Overview: I led the design and research efforts for a Slack tool addressing common IT queries.
Role: As the Lead UX Designer and Researcher, I created a solution that effectively guided employees to IT solutions, reducing search times and ticket submissions, especially during non-office hours.
Impact Overview:
- Significantly reduced tickets for basic IT issues, backed by measurable data and user research.
- Translated help documents into conversational flows, streamlining handoffs to content writers and developers through a Slack Block Kit repo.
- Guided the Product Owner and the team in scoping the chatbot corpus and feature requirements via workshops.
- Established standards for Slack chatbots in Figma, defining personality, voice, and formatting guidelines in Slack Block Kit.
Note: Given the internal nature of my work at IBM's CIO Design team, I'm unable to showcase extensive details on my site. Reach out for PDF version.
What I do at IBM: As part of IBM's CIO Design team, I work collaboratively across teams to improve our internal products. From legacy tools to new initiatives, I have guided design workshops and conducted user research making internal products more effective and user-friendly.