Diana Alayon

Meet Tanya

Meet Tanya, the subject-matter expert A.K.A. the conversation designer

User persona: Tanya (SME).
UX Research: Ashwini Kamath, Reed Campbell.

 

Hi, I’m Tanya

What do I do?

I’m a conversational designer. From my previous experience in customer service and marketing, I’ve learned how to build conversations with our clients. I know what they need and how to respond to their requests. More specifically, I:

  • Focus on the end-to-end experience

  • Decide what content is pushed into the virtual Assistant

  • Update the content as needed

What I don’t do?

I don’t code. I don’t have a technical background, all I care about is having conversations with our clients where they are, whether that is on our website, over the phone, or any other platform.

Who do I work with?

I work with Deb (the developer), and Paula (the performance manager). We report to the CEO, CTO, and Business Executives.

What do I need from this tool?

  • Easy, guided on-boarding

  • Ability to build without code

  • Easy collaboration with immediate team and extended teams of business users

  • Easy testing of conversational flows