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

Product design lead

SKILLS

Component design
User flows
Design scalability
Agile design delivery

DURATION

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.

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

Neglected channel — had never worked with design before
Approval anxiety — unending design reviews/revisions
Burnout — Previously assigned designer quit due to working long nights
Behind schedule — 2 sprints (4 weeks) behind agile dev schedule
Starting from scratch — No design system / component library

Features

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Eco-Friendly Design

24/7 Support

Multilingual Functionality

Advanced Tech

Licensed Professionals

First-Rate Materials

Outcomes

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