The UX/UI Designer – Conversational uses UX design best practices, conceptual models, personas, trends, and internal documentation standards to create conversational designs (Voice, Chats, and upcoming voice technology trends) for company projects and initiatives.
The UX/UI Designer – Conversational analyzes business requirements, company services and products, production systems, other designs, and information from usability or focus group studies, to provide interaction flows, VUI design, wireframes, interactive prototypes, and detailed design specifications for all conversational channels.
The UX/UI Designer – Conversational plays a key role as the subject matter expert in the client’s conversational channels and performs a liaison function between the business requestors and technical resources, ensuring that business goals are translated into specific requirements that can be delivered given available technology and timelines.
Conversational User Interface and User Experience Design:
- Design Voice User Interfaces (VUI) and User Experience (UX) solutions for transactional processes and customer interactions with client’s systems for all conversational processes.
- Analyze multiple information sources and complex processes to understand needs and propose solutions. Information to analyze includes business requirements, available process data and metrics, new and existing systems behavior, applicable business rules, and user feedback (from interviews, feedback tools, direct observation, focus groups, or usability studies).
- Develops high-level and detailed storyboards, mockups, and prototypes to effectively communicate voice and or conversational interaction and design ideas.
- Creates voice user interface (VUI) design and conversational process design documentation in collaboration with the Sr. UX Designer/ Architect, Product Owners, and IT Dev.
- Creates guidelines, detailed requirements, and resources for third-party developers to assist in VUI design and prompt writing.
- Uses voice user interface design best practices and guidelines along with a high level of analytical reasoning, creative problem solving, common sense, and acquired company knowledge.
- Guide and support cross functional teams during the implementation of company initiatives involving conversational channels. Cross functional teams include: IT, SQA, PMO, and business or product owners
- Review proposed design and negotiate solutions based on revision feedback / scope change ideas.
- Update design documentation as needed based on technical discoveries during implementation.
User Acceptance Testing (UAT)
- The UX designer – Conversational is responsible for leading UAT efforts for the designed solution.
- Deliver detailed use cases and scenarios along with the testing monitoring tools to be able to report on progress during testing efforts.
- Create test plans.
- Train / share knowledge with other team members that support testing efforts.
- Manage team of assigned testers and own the responsibility for achieving test objectives within established UAT timeframes.
User training manuals and post implementation:
User training manuals:
- Identify training needs for supporting call centers according to the designed products to be released.
- Train / share knowledge and provide the Training Documentation team with a detailed outline of items to be included for call center training material.
- Review and approve the final version of the training material.
- Responsible for post implementation research and problem solving arising from production issues derived from the release.
Make sure that the central repository of production system flows is updated with new documentation that reflects the system changes or additions released.