Internal HR Bot
Nohold is a small company that specializes in creating AI assistants. I was tasked with the end-to-end design of a chatbot that could respond to internal HR questions and standardize PTO requests.
Research
To determine what content to include, I started by interviewing the VP of Administration who handles all aspects of HR for the company. I wanted to understand the types of HR questions she is asked regularly.
I also surveyed the employees of Nohold to learn how they’ve sought answers to their questions about company policies and benefits in the past, whether they would use a chatbot to answer questions if it were available, and what types of questions they would want a chatbot to be able to answer.
After collating a set of questions, I created a card sort activity to learn how people would categorize them. I allowed each person to define up to 5 different categories while sorting their questions. After analyzing the responses, I finalized four categories for the knowledge base.
UI Design
I created some wireframes in Figma. Based on feedback, I decided that the important elements to include in the final design were a PTO Request button and a home button. I created several different user interface designs, drawing on company colors for inspiration.
Results
After the HR bot was released, it successfully answered employee questions. The most popular queries were about vacation time. I kept an eye on chat logs to identify knowledge gaps, but thanks to thorough user research, there were very few unexpected questions.