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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 
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Project Key Highlights & Takeaways

This project was the final deliverable for one of the most exciting classes I had the privilege to attend at UW. 

We were tasked with building a basic prototype for an FAQ automation solution after assembling a 3-part team of UX Researchers, Designers, and Project Managers.

With it’s quarter-long duration, the project had a tight deadline and was a real test in learning-by-doing in a burgeoning area that has now taken center-stage in the computing industry.


It also served as a key foundation for my interest in the area of Conversational User Interfaces (CUI).  

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. 

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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

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