Overview
At IDEO, I designed a conversational AI tool that helps users diagnose appliance issues through a guided chat experience. The project required designing a chatbot persona, defining conversational flows, creating UI assets, wireframes, and prototypes — all while synthesizing research insights from a distributed team of UX designers, data scientists, and developers.
Process
Our design process began with stakeholder interviews and competitive analysis to understand the appliance repair landscape. I developed chatbot persona guidelines that balanced technical accuracy with approachable, conversational language. Working in Figma, I created wireframes and interactive prototypes that mapped the diagnostic conversation flow, incorporating branching logic for different appliance types and failure modes.
I established a brand style guide and leveraged Figma's prototyping features for motion design content, ensuring the interaction felt responsive and human-centered.
Outcome
The final prototype demonstrated how conversational AI could reduce appliance repair call-center volume while providing users with faster, more accurate diagnoses. The project strengthened my skills in conversational UX, systematic design thinking, and cross-functional collaboration within a fast-paced design consultancy.