Resolution Bot conversational design
I designed the conversational interactions for the launch of Intercom's machine learning chatbot, Resolution Bot. The experience had to work with a mix of predefined and user-created content, while also taking into account a wide range of edge cases.
Working cross-functionally with engineering, research, and product, I delivered an automated experience that feels personal and frictionless, even when it fails. Resolution Bot has since become part of Intercom's core support automation offering.
Admin menu redesign
Driven by consistently low NPS scores from our admin users, I led the effort to redesign the admin area of our product where that user segment spent most of their time. In order to avoid getting bogged down in a swirl of competing opinions, I designed a card sort exercise and used OptimalSort to get it in front of a group of current and prospective customers.
Using the results of that study, I overhauled the admin area's IA, as well as introducing a new homepage to improve navigation. Three months after launching, our target NPS score was up by 20 points. We also used this research as the foundation for a new customer onboarding experience.
Help Center overhaul
As the company's first documentation hire, I started my time at Kayako with a mission to overhaul their support docs. In addition to writing and editing 100+ articles, I also created information architecture not just for the help center content but also for the product itself.
In working out how to write about the product, I ended up pairing with our front end team to do some retroactive content design. Together we established mental models and product language that could be reflected across both the UI and the documentation.
Speaking & Writing
I've spoken at a variety of content, design, and support conferences.
Here's a selection of talks from the last few years:
- UX London 2019 | Workshop: Building Better Bots
- Write the Docs Prague 2019 | Surprise! You're a Designer Now
- Copyrafting Kyiv 2019 | Beyond Copy: Communicating the value of product content design
- UA Europe 2017 | Practical Information Architecture
I also spent three years on the organization team for the Write the Docs community, helping run two annual conferences every year, as well as editing a monthly newsletter with a readership of over 4000 technical writers and other documentarians.
Blog posts & interviews:
- Intercom Design Blog 2020
Proper botiquette – five rules for designing impactful chatbots
- Support Driven Podcast 2018
Knowledge Management & Documentation
- Support Breakfast Podcast 2017
Getting it Write
Feel free to drop me a line if you're looking for your next content design hire or if you just want to talk shop!
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