

Suggested text interaction in the Virtual Assistant chatbot live on the KYO website.
2. Product Manager
3. Lead UI/UX Designer
4. Researcher
5. Marketing
6. Single Family (Homeowners)
7. Multifamily (Renters)
8. Call Center (Live Agent)
2. Partnered with different SMEs to understand each area of the personas experience
3. Partnered with research to conduct user interviews and usability tests
4. Create high-level user journey exercises with product and SMEs
5. Partner with Marketing on tone-of-voice language and ensuring the visual design adheres to brand standards
6. Partner with development and API vendor of the chatbot tool
7. Responsible for overall user experience throughout each guided flow

High level persona flows mapped out with Product Owner and business SMEs.

By focusing on the high-level flow from beginning to end, the vision became clearer and made it easier to get more granular into specific flows.

We had the business SMEs plot our possible conversation scenarios in excel, then we mapped it in a more visual style to iterate and build on, that would serve as the foundation of the Q&A flow within the chatbot.









Revised specific flows (this one being the path to speaking to a live agent).



Revised design of chatbot aesthetic (with branding applied) and modified conversation flow to make the dialogue more natural and warm to the user—adding feedback and alternation CTA options.

