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

• New icon that resonates with 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