[Case 01]
Clarity for business growth driving 34% in lead generation
AI Assistant
34% Boost in Lead Quality Achieved Through Optimized User Journeys
Boosting AI capabilities and customer satisfaction for the chatbot.
[Project Overview]
Despite its prominent placement on Cisco.com, the chatbot was outdated and overloaded with tasks, which hindered its ability to perform basic functions effectively. As a result, users were left confused and lacked trust in its ability to meet their needs. I led the design efforts to align the chatbot with Cisco’s brand and design standards, ensuring a consistent and user-friendly experience.
[Team]
Technical Product Manager, AI Business Manager Operations Manager, Marketing Strategist, UI Designer, Engineering team, Studio team.
[Category]
AI Assistant
[My Role]
Lead Product Designer
[Platform]
Mobile and Website
[Timeline]
March 2022- October 2024
[Problem]
Where Conversational Design Falls Short
The outdated experience left a negative impact on the customer experience (image below).
[Goal]
Users wanted to quickly find product information.
Trust the platform to handle their product inquires.
Access a support resources seamlessly.
[Frustrations]
Long and confusing chat experience.
Too many clicks to find information.
Unable to handle simple tasks and redirects often.
[Process]
[01] Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
[01] Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
[02] Insights
Users were frustrated by unclear paths and inconsistent UI thoughtout the chat experience.
Users struggled to find information quickly, and navigation was confusing.
The chatbot was bloated with too many topics that didn't resnoate with users.
[02] Insights
Users were frustrated by unclear paths and inconsistent UI thoughtout the chat experience.
Users struggled to find information quickly, and navigation was confusing.
The chatbot was bloated with too many topics that didn't resnoate with users.
[03 Design Solution]
Improve and simplify the information architecture to create focused journeys.
Enhance components that support user intent and scale the Cisco design system.
Eliminate redundancies for better tracking performance and build a foundation to scale for future needs.
[03 Design Solution]
Improve and simplify the information architecture to create focused journeys.
Enhance components that support user intent and scale the Cisco design system.
Eliminate redundancies for better tracking performance and build a foundation to scale for future needs.
[04] Testing & Iteration
Conducted users testing to identify topics that were relevant.
Gathered technical feedback with stakeholders and refined the designs based on input.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
[04] Testing & Iteration
Conducted users testing to identify topics that were relevant.
Gathered technical feedback with stakeholders and refined the designs based on input.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
[Outcome]
13.5% increase in click-through-rate.
34% increase in engagement and demand throughout global cloud pages.
40% improvement in focused chat journeys that resonate with users.
[Key Learnings]
Simplification is key.
Users value a quick and easy process, especially on mobile.
Simplification is key.
Users value a quick and easy process, especially on mobile.
An iterative approach pays off
Regular testing uncovered hidden issues and ensured the design met user needs.
An iterative approach pays off
Regular testing uncovered hidden issues and ensured the design met user needs.
Details matter
Small improvements, like component enhancments and mobile optimization, had a significant impact.
Details matter
Small improvements, like component enhancments and mobile optimization, had a significant impact.
[Case 01]
Clarity for business growth driving 34% in lead generation
AI Assistant
34% Boost in Lead Quality Achieved Through Optimized User Journeys
Boosting AI capabilities and customer satisfaction for the chatbot.
[Project Overview]
Despite its prominent placement on Cisco.com, the chatbot was outdated and overloaded with tasks, which hindered its ability to perform basic functions effectively. As a result, users were left confused and lacked trust in its ability to meet their needs. I led the design efforts to align the chatbot with Cisco’s brand and design standards, ensuring a consistent and user-friendly experience.
[Team]
Technical Product Manager, AI Business Manager Operations Manager, Marketing Strategist, UI Designer, Engineering team, Studio team.
[Category]
AI Assistant
[My Role]
Lead Product Designer
[Platform]
Mobile and Website
[Timeline]
March 2022- October 2024
[Problem]
Where Conversational Design Falls Short
The outdated experience left a negative impact on the customer experience (image below).
[Goal]
Users wanted to quickly find product information.
Trust the platform to handle their product inquires.
Access a support resources seamlessly.
[Frustrations]
Long and confusing chat experience.
Too many clicks to find information.
Unable to handle simple tasks and redirects often.
[Process]
[01] Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
[02] Insights
Users were frustrated by unclear paths and inconsistent UI thoughtout the chat experience.
Users struggled to find information quickly, and navigation was confusing.
The chatbot was bloated with too many topics that didn't resnoate with users.
[03 Design Solution]
Improve and simplify the information architecture to create focused journeys.
Enhance components that support user intent and scale the Cisco design system.
Eliminate redundancies for better tracking performance and build a foundation to scale for future needs.
[04] Testing & Iteration
Conducted users testing to identify topics that were relevant.
Gathered technical feedback with stakeholders and refined the designs based on input.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
[Outcome]
13.5% increase in click-through-rate.
34% increase in engagement and demand throughout global cloud pages.
40% improvement in focused chat journeys that resonate with users.
[Key Learnings]
Simplification is key.
Users value a quick and easy process, especially on mobile.
An iterative approach pays off
Regular testing uncovered hidden issues and ensured the design met user needs.
Details matter
Small improvements, like component enhancments and mobile optimization, had a significant impact.
[Case 01]
Clarity for business growth driving 34% in lead generation
AI Assistant
34% Boost in Lead Quality Achieved Through Optimized User Journeys
Boosting AI capabilities and customer satisfaction for the chatbot.
[Project Overview]
Despite its prominent placement on Cisco.com, the chatbot was outdated and overloaded with tasks, which hindered its ability to perform basic functions effectively. As a result, users were left confused and lacked trust in its ability to meet their needs. I led the design efforts to align the chatbot with Cisco’s brand and design standards, ensuring a consistent and user-friendly experience.
[Team]
Technical Product Manager, AI Business Manager Operations Manager, Marketing Strategist, UI Designer, Engineering team, Studio team.
[Category]
AI Assistant
[My Role]
Lead Product Designer
[Platform]
Mobile and Website
[Timeline]
March 2022- October 2024
[Problem]
Where Conversational Design Falls Short
The outdated experience left a negative impact on the customer experience (image below).
[Goal]
Users wanted to quickly find product information.
Trust the platform to handle their product inquires.
Access a support resources seamlessly.
[Frustrations]
Long and confusing chat experience.
Too many clicks to find information.
Unable to handle simple tasks and redirects often.
[Process]
[01] Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
[01] Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
[02] Insights
Users were frustrated by unclear paths and inconsistent UI thoughtout the chat experience.
Users struggled to find information quickly, and navigation was confusing.
The chatbot was bloated with too many topics that didn't resnoate with users.
[02] Insights
Users were frustrated by unclear paths and inconsistent UI thoughtout the chat experience.
Users struggled to find information quickly, and navigation was confusing.
The chatbot was bloated with too many topics that didn't resnoate with users.
[03 Design Solution]
Improve and simplify the information architecture to create focused journeys.
Enhance components that support user intent and scale the Cisco design system.
Eliminate redundancies for better tracking performance and build a foundation to scale for future needs.
[03 Design Solution]
Improve and simplify the information architecture to create focused journeys.
Enhance components that support user intent and scale the Cisco design system.
Eliminate redundancies for better tracking performance and build a foundation to scale for future needs.
[04] Testing & Iteration
Conducted users testing to identify topics that were relevant.
Gathered technical feedback with stakeholders and refined the designs based on input.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
[04] Testing & Iteration
Conducted users testing to identify topics that were relevant.
Gathered technical feedback with stakeholders and refined the designs based on input.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
[Outcome]
13.5% increase in click-through-rate.
34% increase in engagement and demand throughout global cloud pages.
40% improvement in focused chat journeys that resonate with users.
[Key Learnings]
Simplification is key.
Users value a quick and easy process, especially on mobile.
Simplification is key.
Users value a quick and easy process, especially on mobile.
An iterative approach pays off
Regular testing uncovered hidden issues and ensured the design met user needs.
An iterative approach pays off
Regular testing uncovered hidden issues and ensured the design met user needs.
Details matter
Small improvements, like component enhancments and mobile optimization, had a significant impact.
Details matter
Small improvements, like component enhancments and mobile optimization, had a significant impact.