INTERCONTINENTAL HOTEL GROUP
Elevating the Chatbot
A neglected product. Behind schedule. A team reeling from burnout...
The perfect time to innovate.
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ROLE
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Product design lead
SKILLS
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Component design
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User flows
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Design scalability
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Agile design delivery
DURATION
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3 months
"testimonial could go here and fit nicely"
PROBLEM STATEMENT
As a user: I want IHG to help me with billing and service issues in the chatbot (don't send me to a webform or tell me to send an email), so I can get the help I need quickly and can trust the chatbot with future needs.
OBJECTIVES
At a product level: Integrate customer service support forms into our chatbot to increase ease of self-service and decrease live agent time-on-task.
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At a leadership level: Establish a repeatable design process with flows that are easy to build, critique, and hand-off, so we can improve the quality of stakeholder reviews, minimize confusion during sprint grooming, and ultimately get back in sync with our development timeline.
OBSTACLES
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Neglected channel — had never worked with design before
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Approval anxiety — unending design reviews/revisions
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Burnout — Previously assigned designer quit due to working long nights
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Behind schedule — 2 sprints (4 weeks) behind agile dev schedule
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Starting from scratch — No design system / component library
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Features
This is your Feature section introductory paragraph. Use this space to present specific credentials, benefits or special features you offer. This is a chance to highlight the unique and valuable aspects that differentiate you from the competition.
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Eco-Friendly Design
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24/7 Support
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Multilingual Functionality
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Advanced Tech
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Licensed Professionals
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First-Rate Materials