Timeline

June - August 2024

Skills

Interface design

UX research

Prototyping

Stakeholder

Product managers

Tools engineers

Role

Product design intern

PROJECT OVERVIEW

Power up AI response verification and elevate customer deflection rate

The beta version of MongoDB Support AI, released in 2023, generates initial responses to assist customers in closing cases, aiming to improve deflection rates and reduce new case creation. The goal is to maximize verified knowledge content, approved by our technical service and knowledge team.

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MOTIVATION? IT STARTS WITH...

"I don't have an efficient way to view or modify all responses"

Engineers currently lack the ability to mass-edit and verify AI responses, leading to potential quality control issues and extended response audit time

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LEADS TO HMW...

How might we enable engineers to verify and moderate AI responses more promptly and efficiently?

MY RESPONSIBILITY

With ample autonomy, I took the initiative to step out of my comfort zone and embrace multiple responsibilities...

Project Scoping & Planning

Building a new platform requires a deep understanding of the problem space and the context and workflows of primary users. To ensure I defined the right direction and scope, I engaged with my supervisor, engineers and director for insights while thoroughly reviewing the design brief to align the project's objectives.

Communication Building

Throughout the design process, I led stakeholder sync meetings and collaborative design sessions to ensure alignment with both user needs and business goals. I maintained an open channel for real-time feedback from all team members, fostering a transparent and communicative workflow.

Design Iterating

From initial sketches on paper to rough wireframes and high-fidelity prototypes using components from our Leafy Green design system, I transitioned my ideas into tangible designs using a sketchbook, pen, and Figma. Collaborating with designers from other teams provided fresh perspectives and valuable input

Solution Validating

Without a designated researcher, I took on the role of planning and conducting research, recruiting 7 participants from different user groups to validate and test the iterated design. This process helped identify friction points and feasibility issues in my solutions, ensuring they met user needs effectively

DESIGN JOURNEY

Beyond this point, it's NDA zone! Feel free to Email Me

for access, or dive into my other projects!

BRIEF LOOK-BACK

My key takeaways

Design could never be perfect, it's a process of continual iteration and weighing tradeoff and impact

Amidst feedback, prioritize what aligns with your vision and choose wisely what to implement

While users are essential, it's our role as designers to interpret their feedback and uncover their true needs

A NOTE FROM MENTOR

Elaine has demonstrated strong design capabilities and a high potential for growth during this internship. She actively seeks feedback from me, her peers, and the product’s users, constantly striving to broaden her skill set.

She is very self-aware, recognizing both her strengths and areas for improvement, and proactively steps out of her comfort zone to grow. Notably, she progressed from being reactive in team discussions to confidently participating and answering questions with ease. Elaine also excels in building strong relationships with the TS engineer team, design team, and fellow interns, leveraging these connections to expand her design perspectives and drive meaningful outcomes for both the product and her own skillset!