Case Study
Data—driven chatbot
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Case Study
Conversational UI
AI Design
GEICO
Sep 2017

Creative & Design Lead
Rob Harrigan

Technical Lead
Anna Chaney

Development
IBM Watson

Data—driven chatbot
GEICO is one of Watson Engagement Advisor’s initial clients and is using technology that is obsolete. I was asked to rethink the desktop car insurance buying experience from the ground up to remove user pain points and decrease shopper desertion.
Using IBM Design Thinking, I created personas based on the client’s customer segmentation, and I used those personas to create a Hill to define the scope of our project. The technical lead Anna and I used the goal of the hill to create an AI hypothesis to measure and identify the proof of concept.
With my background in brand design, I build upon existing client brands to create a modern, responsive and easily navigable experience that allows users to quickly and easily get a personalized insurance quote.
No items found.
Image showing persona --> IBM Design Thinking Hill --> AI Hypothesis
Visual representation of Kate's responses
Examples of desktop and mobile chatbot experience
Customer using laptop with chatbot experience
No items found.
Case Study
GEICO
Sep 2017
Removing shopping frustrations
Kate is an expert who prompts users giving them more transparency about how detail adjustments impact their quote and receive personalized savings and service that removes user pain points and roadblocks. My work creating an AI hypothesis out of IBM Design Thinking Hills was integrated into the AI Facilitator Toolkit.

80%

Reduction in user effort to complete a purchase

60%

Of users are likely and highly likely to use this tool for their next insurance buy

15%

Answer relevancy improvement over the prior user experience

$1.2M

Value deal for IBM

Back to index
Back to index
Case Study
Conversational UI
AI Design
GEICO
Sep 2017

Creative & Design Lead
Rob Harrigan

Technical Lead
Anna Chaney

Development
IBM Watson

Data—driven chatbot
GEICO is one of Watson Engagement Advisor’s initial clients and is using technology that is obsolete. I was asked to rethink the desktop car insurance buying experience from the ground up to remove user pain points and decrease shopper desertion.
Using IBM Design Thinking, I created personas based on the client’s customer segmentation, and I used those personas to create a Hill to define the scope of our project. The technical lead Anna and I used the goal of the hill to create an AI hypothesis to measure and identify the proof of concept.
With my background in brand design, I build upon existing client brands to create a modern, responsive and easily navigable experience that allows users to quickly and easily get a personalized insurance quote.
Image showing persona --> IBM Design Thinking Hill --> AI Hypothesis
Visual representation of Kate's responses
Examples of desktop and mobile chatbot experience
Customer using laptop with chatbot experience
No items found.
Case Study
GEICO
Sep 2017
Removing shopping frustrations
Kate is an expert who prompts users giving them more transparency about how detail adjustments impact their quote and receive personalized savings and service that removes user pain points and roadblocks. My work creating an AI hypothesis out of IBM Design Thinking Hills was integrated into the AI Facilitator Toolkit.

80%

Reduction in user effort to complete a purchase

60%

Of users are likely and highly likely to use this tool for their next insurance buy

15%

Answer relevancy improvement over the prior user experience

$1.2M

Value deal for IBM

Back to index