Transforming knowledge discovery By AI.
Client
Multiple (NDA)
Industry
AI, ML and Knowledge Management
Duration & Location
22 Months | Gurgaon, IND
Role
Product & Design Lead
Capabilities
Research & Testing
Conversational UX
Product Management
Discovery of knowledge by one way pull paradigm and siloed channels has caused
sub-optimal discovery experience, mistrust and frustrations with our clients and their customers.
Owning to the knowledge vision research we identified the opportunity to create real-time, easy-to-use,
connected, and interactive knowledge management solution that can be accessed across channels and touch-points,
and it can be customised & trained for different clients, domains, and data-maturity.
We started by identifying the problem and validating opportunity with our clients.
Based on the research we partnered with cross discipline teams to create a product vision and prototype to test.
We created a user advisory board and recruited users for Alpha/pre-release testing. We created AI/Ml canvas and
leveraged conversational design practices across different form factors to conceptualise, release, and test incremental versions.
We scaled the solution to different clients across domains, and enabled change management strategy for their teams/ customers.
01
Discover
Knowledge Gathering
KnowBot decisions are fuelled with insights from user research and
analysis. We started by conducting workshops & knowledge gathering sessions with stakeholders to understand their workflows
and knowledge management needs. We mapped their ecosystem to identify the pain- points, data-sets, aspirations,
motivations, and opportunity-areas.
We identified four three major business service processes that can be transformed using multi-faceted knowledge pull. The business services included:
- Business Proposal
- Customer research requests
- Client Engagements
Best Practice Research
Studied conversation design principles and Google
conversation design system, we defined the KnowBot conversation design principles to define
What KnowBot be? And what it should be Not?
02
Define Vision
Future Journeys
Based on the customer interviews and workshops
we started consolidting their workflows and knowledge management needs. We mapped
the whole journeys to identified the ecosystem, pain-points, data-sets, aspirations,
motivations, and opportunity-areas.
We conducted multiple round of discovery interviews, user testing sessions
(both moderated and unmoderated), created a user advisory panel to conduct surveys, feedback sessions,
and brainstorming sessions.
Bot Persona & Conversation Principles
We defined Bot Persona and conversation design guidelines
by mapping conversational flow. The principles defined here created guard rails for holistic and
consistent experience that are informed by business needs, human phycology and best practices.
03
Ideate & Design
Conversation Design
Created and tested hundreds of conversational scenarios, uttrances, fall-back notes, greetings, follow-up, and intent recofnition loops tp create a holistic conversation design loop for out customers.
Key Flows & Featuress
Based on the insights from research and governing principles we regrouped as a product team to define key flows and features. We mapped the MVP strategy and tested early flows/concept with uer advisory groups. Based on the research findings, we designed and deployed our solutions on three major touch points across devices - Email, Web-App, and 3d Party Apps
Releases
Points
Truly Omni-channel Experience
04
Test, Improve, & Scale
User Testing & Surveyss
We conducted multiple rounds of moderated and unmoderated user test on different
devices and form factors to learn, refine, and customise the experience for our clients. We conducted surveys
with over 300 customers associates to establish a benchmark, gather insights, and inform next set of priorities.
Executive Communications
Hyper collaboration with business and engagement teams
to track success metrics and communicate clear objective and long term vision to scale the product and get stakeholder buy-in for sponsorship.
Rollout Campaign & Adoption Strategy
Created customised plan, documentation, and resources to improve adoption and change management for our clients. We created campaigns recruiting evangelists, created news- letters, training modules, awareness and help- documentations
