What?
I create content for a digital chatbot experience. I adapt existing content to fit the parameters of the chatbot and client needs. I condense information into easily digestible pieces so people can easily navigate processes.
Who?
Our chatbot is designed to help users troubleshoot if they are having any issues with their PitneyShip account. We have a mix of seasoned users as well as people who are new to the product and are looking for a way to get started.
Why?
Our call centers are reporting recurring questions from users. There is digital content to solve these problems, but it is often difficult for people to find the answers to their questions. We want to create an experience that answers customers’ questions instantaneously or at least direct them to where they can find some answers.
How?
I regularly meet with a team to understand what users are asking, and why they are confused. We then review the existing documentation. We want to adapt the information so it is conversational and simplistic. Maintaining the company voice is important, but not everyone knows our language. Making the language simple and direct has helped our customers solve their problems much quicker.
After meeting with the team, I create user flows for potential interactions that users will have with our chatbot. I collaborate with a team to adapt the content to fit the users’ needs.
Next, I create prototypes for team members and users to test and iterate on my designs based on the feedback I receive.
Finally, I meet with developers to finalize the content and designs so we can be ready to launch.
