While at SAP, I worked at the Innovation Center Network on various internal and external facing projects. Unfortunately due to NDAs, I am unable to display this work on my site. However, am happy to discuss it face to face at length, with permission from relevant parties.

My main project at SAP was in the realm of Conversational AI.

I was part of a team that was working on creating a chatbot platform.

Goal: Make a product that enterprise users can use to create chatbots for their customers/employees.


The platform should utilize machine learning and natural language processing


My Role:

  • Stakeholder interviews

  • Conducting design thinking workshops

  • Brainstorming with the team for best solutions

  • Wire-framing

  • Creating mockups

The chatbot project team

The chatbot project team

 

Step 1: Wrapping my head around how chatbots work.

This involved talking to a lot of people, and many hours sketching out a visual representation of how chatbots are trained and created. You can see more of my process surrounding this effort here.

I created an infographic depicting how the chatbot creation process works.

Step 2: Research

This phase involved trend and competitive analysis with the team, as well as multiple design thinking workshops with stakeholders and team members.

Step 3: All of the flows!

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At this point we created user journey flows as well as an application flow for the product. Unfortunately, I am unable to display these artifacts here due to the NDA.

We conducted another workshop to establish what the dialog flow for the chatbot should look like. We gained many valuable insights, such as the need for context and memory, branching flows, and the ability to switch between intents.

We then created a paper prototype of the dialog builder, to test it with users.

Step 4: Wireframes

Taking into account the insights gathered, I created wireframes and mockups for the chatbot builder.
These I cannot display due to the NDA.

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Step: 5: User testing

We then took the wireframes and conducted some user testing to see how usable the builder truly was. This gave us some great information and we were able to make meaningful decisions and subsequent changes.

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