gTech Chatbot
Challenge
The Google gTech team wanted to create a chatbot for users to get troubleshooting support. The scope of the project included the Chrome and Play products.
Strategy
We developed a sprint cycle to create chat content from Help Center articles and SME interviews, and ran both guerrilla testing and user testing rounds using surveys and mediated trial interactions.
My role
Designed voice and tone content parameters based on guerrilla/user testing results.
Mapped conversation to create a flowchart.
Manually programmed content into Google’s DialogFlow application
Documented all testing findings and style guide notes in an in-depth chatbot content playbook.
Surveys asked users to describe specific Chrome issues in their own words. These results were used to generate chat content that resonated with real users.
Flow chart presented every possible outcome and user path.
Flows were organized by “Top User Issue,” such as Google Play: Charged Not Delivered.
A/B tests were used in testing scenarios.
