PUBLISHING SYSTEM

Workflow to approve and edit bot responses.

THE PROBLEM

US Open tasked Satisfi Lab to approve and edit bot responses without changing live responses. Hence, publishing a response was needed as well as including gateways for managerial approval. This process was a massive undertaking due to the paradigm shift.

SCOPE & CONSTRAINTS

Time constraints given the scope of the project. UX design and coding were conducted in parallel. Clients required training during the development phase. We leaned heavily on the UX prototypes to assist with training.

 

USERS & AUDIENCE

This project focused on the website dashboard experience for AI Engineers with Client Services and clients to self manage bot responses.

THE TEAM

UX Designer (myself) and three remote developers

TIMELINE

One and half months.

WHAT I DID

I diagrammed user flows, to help spot potential problems and improve response creation, approvals and publishing.

Creating a purposeful user flow can help guide users intentionally through and towards an action without having to rely on exploration.

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WHAT I DID…

Led initial stakeholder meeting to define the MVP. A Minimum Viable Product is a methodology, where only the core functionalities to a specific problem are defined. Allowing a basic working model of the product.

Due to time constraints, prototyping began early with continuous testing and development of various iterations.This process accelerated development time.

WHAT I DID…

One challenge involved the process of approval to publication. The initial concept of using a toggle to display publishing status was successful in the prototypes. However, development site testing became confusing due to the development team's implementation.

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WHAT I DID…

This solution involved the use of buttons (rather than a toggle) and a breadcrumb of the status of the response. With this adjustment, users would understand their status on a response’s journey.

WHAT I DID…

Another barrier occurred when testing the complexity of the new response payloads. With more flexible responses that were feature rich, they were difficult to read.

To overcome this challenge, a new method was developed to write responses in shorthand format, which made responses easier to read and manage for customer use.

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OUTCOME

The scope of the project expanded to include multiple system upgrades to the dashboard so that the new publishing system was fully supported.

Successfully launched with 2019 US Open. Feedback from the client was extremely positive. They were pleased with the ability to test response changes and provide immediate updates without Satisfi Lab's client services team.