Intuit Chatbot Prototype
Our task was to design and prototype a Facebook chatbot that would be useful to Intuit’s small business customers. I collaborated with a project manager, a design strategist, and several experts to write the script, design the images, and perfect the timing and flow.
Our chatbot, named Ana, helped the owner of a toy company with an automatic sales update, a morning brief, and some to-dos. She creates a report on new product ideas, and makes a recommendation. She offers to run a poll with current customers, and schedules a meeting with a designer the owner had worked with before.
This was my first time designing for chat, so I got up to speed by interviewing experienced team members and chatbot designers. Rather than design every state, I used a chatbot prototyping tool. To make sure we were on the right track, I facilitated an interview session, sharing the demo with three current customers, getting feedback and adjusting the prototype.
The result was a 42-second demo that was presented by the VP of the Innovation group to the senior leadership at Intuit. And we did it all in two weeks!