Boti · Chatbot Design Coordination

Working as UX Process Lead in Saltolab-Bebot, 2021 - 2023

Context

BeBot is a conversational design agency that transforms bots from mere machines into entities that connect with people. I coordinated and facilitated conversational design processes for the agency's team assigned to Boti, the chatbot for the Government of the City of Buenos Aires.

I joined the project with my product partner to collaboratively create a continuous improvement process. We also provided training and technical coaching to the Government's content team, coordinating Bebot squad in the process.

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What We Wanted to Achieve:

Coordinate design, development, and product efforts in a collaborative framework between the agency and the client.

Align product strategies with the client's team.

Provide direction and leadership to BeBot's conversational design team assigned to the project.

Raise the bar for content quality and scale good Content Ops practices.

Strengthen efficient work processes and a culture of feedback and continuous improvement in the team.

Strategy We Followed:

We created a continuous improvement process and allocated efforts from a tailored team to meet the goals of constant experimentation and validation.

Over the course of a year, we coached the content and CUX team of the City Government so that when we exited the project, they had the processes, tools, and skills to sustain the team.

My Contributions to the Project:

Helped design a product roadmap and strategy to improve the conversational experience.

Provided professional development feedback and proposed technical improvements for conversational designers.

Implemented a Content Ops process to incorporate the technical development of the conversational discipline into the daily work of the CUX.

Designed and implemented a customized training plan for the City Government's content team.

Participated in Boti's product meetings, offering insights of strategic value.

Assisted in creating a style and personality guide for Boti.

Designed, implemented, and led a work plan for the BeBot squad in Boti.

Applied agile methodologies to create processes and coordinate team efforts.

Designed and facilitated ideation workshops and retrospectives throughout the project.

Conducted weekly content review sessions to raise the quality of content through constructive feedback practices.

Provided mentorship to the conversational designers and one-on-one sessions with Boti's conversational leaders.

Offered coaching to PMs and conversational leaders of Boti to improve hiring processes and the scalability of content operations.

Worked closely with PMs, Boti leaders, and other cross-functional profiles to strengthen the role of content and conversational design in the product development process.

Wanting to know more details about the project? I can walk you through the workshops I facilitate and dive deep into the design challenges, Drop me a line!

floren.ferretto@gmail.com⁠

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Made by

Floren Ferretto⁠

with ❤ and good wi-fi in Barcelona · 2024. This is a work in progress so feel free to offer me any suggestions to keep improving.

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