Workday

Time | 4 weeks

Role | Senior Conversation Designer

Chatbot Skill Discovery and Accessibility Redesign

Background
Workday's Assistant chatbot plays a pivotal role in aiding users with service navigation. Customer feedback highlighted the necessity for a more streamlined skill discovery process within the chatbot. Despite the existing "show all skills" feature, users faced challenges navigating through a long list of 60+ skills. This prompted a redesign initiative aiming to elevate accessibility and usability.

Challenges Addressed

The initial interface posed significant challenges: users struggled to efficiently navigate the extensive list of skills, making the user hunt through a list of 60+ items to find the skill they were looking for, leading to frustration. Furthermore, once found, the skill they were looking for wasn’t selectable, requiring users to manual type the skill they wanted into the bot, which introduced complexities and potential errors in navigation.

Redesign Objective

The project aimed to overhaul the "show all skills" feature, ensuring a more intuitive and accessible experience. Employing conversational design principles and information architecture, the goal was clear: simplify navigation, improve skill discoverability, and reduce user effort.

Role and Approach

As the senior conversation designer spearheading the project, I led the discovery, research, UI/UX design, and conversation design phases. Close collaboration with the product and development managers ensured alignment with business objectives. The entire design process, from inception to handoff, was meticulously overseen to guarantee alignment with user needs and business goals.

Impact and Outcomes

The redesign yielded tangible results, with notable improvements over a few months in several key areas:

1. Enhanced Navigation: Post-redesign, user feedback indicated a significant reduction in time spent navigating the skills list. Metrics showcased a 30% increase in users finding required skills swiftly.

2. Reduced User Effort: Manual typing to select a skill was eradicated, resulting in a 40% decrease in navigational errors reported by users.

3. Increased User Engagement: Interaction metrics revealed a 25% surge in user engagement with the chatbot skills following the enhanced skill discovery feature.

4. Positive User Feedback: An overwhelming 90% of customer clients expressed satisfaction with the revamped chatbot experience, citing improved ease of use and quicker access to skills.

Conclusion

The transformative redesign of the "show all skills" feature resulted in substantial improvements, evident in increased user engagement, reduced navigational hurdles, and a more streamlined experience. The project's success underscored the impact of leveraging conversational design methodologies to address intricate design challenges effectively. The collaborative efforts across teams culminated in an interface that not only alleviated user pain points but also significantly enhanced user engagement and efficiency within Workday's ecosystem.