STATE FARM CHATBOT
At State Farm, I was a UX/UI designer in charge of the customer-facing chatbot. With two dev teams, product partners, and stakeholders we informed the work & built a powerful bot. Capable of helping customers with their needs as well as troubleshooting their issues.
ARCHITECTURE
Each piece of the chatbot is made up of decision trees and intents. I created documented flows for each improvement that showed each path, happy or otherwise. For each API call to the back end, there was an error, for each decision, there was always a way out. I would make sure the flows were user-friendly and smart.
Once the flows were created in collaboration with the engineers, we would share them out with product partners and copywriters to provide feedback and make changes. Once that was complete legal would get a chance to check our work and provide feedback. After updating the flows and making them powerful and smart we could deploy these flows to the chatbot.
Once the flows were created in collaboration with the engineers, we would share them out with product partners and copywriters to provide feedback and make changes. Once that was complete legal would get a chance to check our work and provide feedback. After updating the flows and making them powerful and smart we could deploy these flows to the chatbot.
Afterward, we would track the data from our dashboard to make sure the flow was doing it's job.
DESIGNS
After creating flows and collaborating with all the parties we were able to create design mock-ups for the flows, for the components inside the chatbot and create a design system that matched nicely with State Farm's overall design library.
