From March to September 2019, my primary responsibility was developing a strategic approach to advocating for and integrating user-friendly, conversational experiences across GEICO’s customer applications.
I worked with application teams across the company to improve the user’s experience and critical metrics. My primary focus was geico.com’s chatbot. The chatbot was not only an opportunity to move towards conversational interactions, but to guide customers quickly across GEICO’s informational and self-service sites.
Each chatbot interaction is also an opportunity to gather metrics about customer questions and needs, and to further tailor content. We paired observations from the chatbot with browser-based Adobe Analytics data and added a modal to GEICO’s main ‘Contact Us’ page to help customers get in touch with GEICO. The modal also logs customer inputs to Adobe Analytics for even more insight into customer needs.
I also developed and promoted internal guidelines for creating conversational content across GEICO’s customer-facing applications. These new guidelines have far-reaching implications for the company as a whole, including development of the company’s Alexa skill, Google Home action, and interactive voice response (IVR) system.
Good UX makes things better 