For proprietary reasons, I am only able to display my work from the geico.com bot, as it is available to anyone who goes to the site.

Thank you! Samantha

Conversational Design

My philosophy on conversational design is to focus on a brand’s voice and tone, while blending it with the objectives of the experience. At the same time, the experience also needs to be relevant and made easy for its user. Here are some examples of my abilities based on iterative designing.

Here are some examples of my work with different elements incorporated from conversational design principles.

Greeting

Chitchat

Error Messaging

Acknowledgment, implicit confirmation, prompt

Example of an iterative enhancement to the conversational design for a question about a driver.

The goal originally was have a generic response for our Sales bot informing customers how to add drivers to their policy.

First Iteration

*this was an enhancement of some basic CxD pieces. Keeping the message intact, but improving the acknowledgement and the ending prompt.

Second Iteration

*this iteration combines two intents, which we discovered through analysis customers needed the added guidance during the sales quote.

Third Iteration

**Add a Driver

**Who Should Be on a Policy?

Grice's Four Maxims:

1. Quality – provide info that is true

2. Quantity – provide as much info that is needed; no more, no less

3. Relevance – provide info that is useful and helpful and contributes to the goal

4. Manner/Clarity – no obscurity, no ambiguity, be brief, respect the user