Conversational Design
Below you’ll find recent samples of conversational design projects I’ve worked on for PPL. My work covers the content mapping and the conversational flow development as well as the scripts the agents read to customers. Additionally, I’ve included a presentation for some context on my work with chat bot development with Xfinity for Comcast.
This is how I pitched a copy review process to my team. I’m the first dedicated writer on PPL’s Service Design team, so there was no official process in place for content review. Since I’ve joined, I’ve helped my team establish a review process, and I’m also currently working to help develop a UX writing style guide. View a PDF of the flow
This is the service design flow I’ve recently designed to capture how agents interact with customers reporting gas outage issues. I’ve mapped the content in this overview, and I’m beginning to work on writing and editing the agent scripts to create the full conversational flow. View a PDF of the flow
We recently had a rapid response issue with billing that needed immediate intervention with every customer touchpoint: web, IVR, and the agent call center. I worked with the web team and developers to coordinate messaging. This is the existing agent script flow, and the script edits are in the green blocks.
View a PDF of the flow
Agent script update: Explain protected statuses
These are my edits to an existing conversational flow in which phone agents explain protected statuses to customers. In this flow, the agent helps a customer determine if they should apply for one of our protected status categories (age, income, illness, etc). The agent then explains how we can help them keep their services connected if they’re unable to pay their energy bills because of their protected status. The script incorporates the UI the agent will interact with in the conversation.
Agent script: Explain mandatory budget billing
These are my edits to two existing agent scripts in which phone agents explain to customers that they’re being enrolled in budget billing. One script is for customers who will owe a down payment, and the other script is for customers who don’t owe a down payment.
This is a presentation I put together about my work on the Xfinity chat bot development process to help explain my work in and understanding of digital content in a broader context. View a PDF of the presentation. I’ve included the talk track on each slide for context.
