Sr. Product Designer | 2024 | AI Chatbot | Team: Project Director, Program Manager, Jr. Designer, Developer

Project Overview

Unqualified leads overwhelm call operators

Call operators experience a high number of calls from misinformed customers whose needs—such as price range, care type, or availability — do not align with the senior living community’s offerings.

🚧 The Hurdle

Due to competitive and strategic considerations, the client is not yet ready to disclose detailed pricing and availability for their room listings (though discussions are ongoing to address this in the future).

So, what can we solve for?

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How might we empower customers to learn independently and make more informed decisions before reaching out to the senior living community?

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What Was My Impact?

• Unblocked a stalled, three-month project by delivering a development-ready prototype in just two weeks.
• Collaborated cross-functionally to redefine MVP requirements, providing clarity for the design team.
• Led the team in refocusing on the core goal: creating a streamlined search experience.
• Shaped key interaction points such as entry touchpoints, conversational flows, engagement readiness, and customer email capture for marketing.