UX Research and Strategy for Chatbot Development at
University of Washington Dept. of Communication
Project: Design & prototype a chatbot for the University of Washington Department of Communication website to automate and streamline customer service and Q&A processes
Role: UX Researcher, Final presenter
Tools: Google Analytics, Canva, Figma, TIdio
As part of a practicum class in Spring 2023, I worked as a UX researcher on a team that designed and developed a chatbot prototype for the Department of Communication at the University of Washington. The aim of the department was to build a system that would optimize customer service resources and bringing automation to FAQs.
​
To propel our data-driven approach, I supplied the design team with user research & insights from:
​
-
Quantitative data from Google Analytics, advising appointment booking data, email data, user surveys.
-
Qualitative data from user surveys, previously done user surveys and interviews, compiled FAQs.
​
Left: Speaking alongside my teammates after accepting the 2022 Screen Summit "Best Design" award for our chatbot prototype.
Right: The Screen Summit award plaque that was presented to our team.
Flow Mapping
Chatbot Presentation and Prototype:
References: Madison Joslyn, UX Instructor/Sr. Designer at Meta,
Heather Werckle, Assistant Director of Academic Services, University of Washington
*Reference contact details can be shared upon request. Please reach out to gautam.m18@gmail.com