Overview

My team and I developed an experience strategy defining the Verizon Assistant role across multiple touchpoints within the Verizon ecosystem. This included identifying use cases, design, prototyping and user research. Best practice guidelines were developed in tandem.

My Role

There were 2 tracks of work in this project.

The development of the chatbot guidelines where I was the lead information architect. I worked closely with a content strategist and junior UX designer and looked at competitor conversational guidelines, identified gaps in existing documentation, incorporated governance considerations, and set a current and future state holistic structure.

I also designed investigative prototypes for user research to develop an experience framework (design principles, function, etc) alongside 4 other UX designers.

This project is restricted by an NDA. Feel free to reach out so I can walk you through my design process.

To see the chatbot in action, visit verizon.com