Are bots the customer service representatives of the future? It certainly seems as though we’re heading in that direction! Bots can be a great way to handle basic customer service issues, gather information, and perform simple tasks.

However, giving bots access to customer conversation channels is an opportunity that can be easily ruined by poor social skills. It’s a tough time to be a bot without emotions; users are still looking for that human element in their customer service experiences. The best bots sound less like a computer program and more like a helpful friend.

Keeping communication natural is the…


Being able to quickly collaborate and continually iterate on designs when teammates are not co-located can be challenging. And frustrating. However, here are several suggestions for making it work that I learned while collaborating with remote teammates at PayPal.

1. Conversation channels
One of the most painful aspects of remote collaboration can be the amount of emails that bloat our inbox. However, there are so many conversation tools that can be used to avoid emails. Personally I use Slack, HipChat, Skype, and Evernote as a replacement to emails. Keeping conversation channels opens takes the formality out of communication that is commonly…


Last year, I made a bold move; I applied to lead a solo session at SXSW 2015 Interactive. My session combined my passion for my day job (UX Design), and my labor of love, coaching women’s roller derby. I called my proposal, Lean UX and Roller Derby: Surprisingly Similar. It discussed the ways in which I view collaborative design teams through the eyes of a roller derby coach, putting a fun and unique twist on an otherwise bland topic.

As soon as I pressed the submit button on my proposal my gut instantly knotted up and…


2014 was the first full year where I worked a 40+ hour work week in an open office floor plan. I love working in this environment; it’s great to feed off of my team’s creative engery. But often I have to be heads down working on a creative design solution with a quickly approaching deadline. During these times I often listen to TED Talks and various podcast to keep focused. I wanted to share the talks that I enjoyed the most from 2014. Each of them has left a lasting impression. I hope you enjoy them too…

Elise Blaha Cripe…

Megan O'Neill

Lead Product Designer - Next Generation Commerce at PayPal | instagram.com/ngc_megan | twitter.com/hellomeganw

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