Designing a Chatbot Conversation: UX Design Process Case Study

In the early days of the chatbot, I was tasked with envisioning, and designing a conversational experience for a mobile app startup operating in the hospitality space.

As an additive component to their product ecosystem— this experience needed to integrate within existing systems, processes, and platforms on the back end, while delivering a heightened, delightful user experience on the front-end that would drive user engagement to deliver on several mission-critical business metrics and KPI’s.

This case study outlines the high-level design process, phased approach, and key deliverables associated with the definition, facilitation, and development of the conversational, chatbot experience.