From Zero to Chat: Designing a Generative AI Experience

Creating a generative AI chatbot for McMakler to improve customer service by effectively addressing basic property inquiries.

An hand holding a smartphone this is displaying the chatbot interface

My Role

Design Lead

Teammates

 VP of Data

Principal Data Scientist

Senior Frontend Engineer

Backend Engineer

Product Manager

Side-by-side comparison of the two high-fidelity chatbot prototypes.

Problem Statement

Customer service representatives need to reduce the volume of calls from potential buyers regarding basic property questions because high call volumes hinder their ability to assist with more complex inquiries.

My Process

  • Storyboard

  • Low-fi prototypes

  • Hi-fi prototypes

  • QA

  • Chatbot persona

Storyboard illustrating a user journey involving Anna Meyer, a first-time home buyer.
A visual representation of the chatbot persona, showing its personality traits, tone of voice, and key characteristics.
The updated chatbot design is displayed on a desktop screen within the customer portal. The interface includes a welcome message, legal text, a user input field, and chat history.

Final Outcome

Animated demonstration of the final chatbot interaction, showing a conversation flow and responses.
Next

Wave: Period & Mood Tracking App