Bot Identity

Background

Unified Help was a one-stop shop for all things support and and we were beginning to introduce more conversational, dynamic interactions to enhance the experience.

Problem

Multiple avatars and icons were in circulation, leading to confusing handoffs and a fragmented user experience. We needed a unified, recognizable identity that could clearly signal the app’s evolving capabilities and scale with its future direction.

My Role

Designer, Research Collaborator and Influencer

• Quickly brought together research and visual design to align on goals and spark ideas

• Led quantitative research to test icon perception and icon exploration with ~2,000 online users

• Persuaded product and engineering leads to prioritize the work, then partnered with the scrum master to shape JIRA stories and integrate them into upcoming sprints

Solution

• Refreshed personality with a new icon that resonated with its capabilities: help, support, intelligence, dynamic, AI and voice

• Bot interaction principles and voice/tone guidelines

Outcome

• A stronger, more purposeful identity, voice, and tone, plus a rollout strategy to match

• Deepened trust and alignment with Product, strengthening our cross-functional partnership