Conversation Design
Creating Clarity
As employees join complex workstreams it's key to provide clarity around the work to set them up for success.
Role
As the lead experience designer for this project, I worked closely with design, product, and engineering teams to understand the pain points in the current workflow.
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Design: August 2025
Launch: September 2025​
Outcomes
Created clarity around major workflow pain points for product, engineering, UX, and leadership
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Offered high-level visibility into projects for leadership
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Established simple, intuitive, and reusable processes for conversation diagramming
Background
This team focused on automated conversations, requiring flow diagrams that show customer behavior and map to certain outcomes based on variables. They
had multiple engineering teams, several product managers, and a rotating cast of experience and content designers. Each person brought their own views, insights, and experience into the conversation design space. With project knowledge frequently changing and increased interest from leadership there was a need to establish ways of working that would increase overall project knowledge, make it easier for new employees to onboard, and deliver on what engineering needed to implement.
Approach
I had been working in the automated conversations space for nearly a year before starting this project. We had 57 unorganized miro boards with multiple versions of flows, sticky notes, and various team member working areas in each one. As one person I had my own experiences with the boards and had personal pain points, but to make a solution for everyone I needed to talk to everyone.
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I met with other designers who were working in the space, some brand new and some more experienced, and gathered feedback on their needs and wants for what a "good" board would look like. Then I scheduled quick interviews with some engineering and product partners who were using the boards daily to collect the same feedback.
Outcomes
There were three main problem areas identified through interviews:
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Versioning in boards is inconsistent and confusing
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Flows get easily cluttered, making it difficult to see changes
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Information provided needs to be useful for product and engineering, while being clear for leadership and new employees
Based on this feedback I created a Miro blueprint with a new project structure. This provided:
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Much needed categorization to boards that were previously floating around and difficult to find
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An overview section with a diagram key explaining how shapes and colors should be used in diagrams
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A table of contents explaining the broad categories for boards and use cases for each board
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A section for UX to leave research so that it was accessible to all teams
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A structured set of categories for all of the flows so that they'd be easier to find
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A new archiving system so that each version of a board pertained to exactly one project with clearly marked changes
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From here, the teams will decide when exactly to archive boards in the development process and continue to iterate on colors as accessibility needs. All existing boards will be migrated into this new structure as they are worked on to make the transition easier.
