Virtual assistant design guidelines as well as chatbot design & delivery


Working with our research partner Sentier, I facilitated discovery research with AT&T design and technology teams to define a set of virtual assistant design guidelines based on the internal needs of AT&T’s AI center of excellence. We performed contextual interviews of AT&T business leaders, researchers, designers, and developers responsible for delivering AI solutions at AT&T. 

I also audited the existing conversational AI solutions created at AT&T and reviewed the current design and strategic direction to develop the guidelines.

Virtual Assistant Design Guidelines

Based on the research, I developed guidelines for how design and technology teams at AT&T should create virtual assistants delivered via voice or chat. The guidelines covered the following areas:

  • Chatbot and Virtual Assistant 101
  • Design Standards
  • Voice
  • Tone
  • Persona
  • Style
  • Adaptive Cards
  • Design Process
  • Strategy
  • Research
  • Design
  • Develop
  • Deliver
  • Iterate, test, and analyze
  • GAP Analysis Report

We delivered the guidelines through an internal wiki and subsequently developed a chatbot that provided guidance via a chat interface.

Chatbot Design

After developing the virtual assistant design guidelines, I designed a chatbot that helped distribute the guidance via AT&T’s internal chat system, making it available to all employees via AT&T’s internal messaging system.