Amazon HR Chatbot

The Amazon HR chatbot provides employees with a convenient, self-service option for responding to common questions and personally sensitive situations.

My Role

Lead designer
Conversation design
UX copywriting
UX design
Prototyping

Collaborators

Product managers
Business teams
UX team
Content manager
Technical team

Platform

Mobile web
Desktop web

Year

2020–2021

Goals

Existing research, as well as insights from the Amazon Customer Service Chatbot team, was used to outline numerous improvements to the HR Chatbot aimed at increasing user satisfaction. Key areas included message readability, content responses, user feedback, buttons and general UI concerns.

Process

I collaborated with business owners and UX leadership, content writers, researchers and development teams working in an Agile environment.

Following a two week sprint cycle, high-fidelity mockups went through numerous iterations before being prototyped for user testing and stakeholder reviews. I coordinated and facilitated all design reviews with stakeholders to gain business alignment and approval. After finalizing the designs, I collaborated with the technical team for implementation.

UI Refresh

Following a global brand update, I helped re-envision the user interface design to improve usability, accessibility, and align with the new visual branding.

Copyright © 2023 Dan van Buskirk. All rights reserved.