Chatbot Builder
Mary Feigenbutz
My task was to help Sprout Social's executive leadership team determine if, and to what extent, Sprout Social should invest in building private messaging automation capabilities (i.e. chatbots). After conducting a thorough discovery, I presented my findings which considered factors such as customer affinity, B2C + P2P private messaging trends, competitor gaps, and emerging 3rd party API functionality for Facebook and Twitter. I recommended creating and integrating a “do-it-yourself” bot builder in Sprout Social to enable users of varying technical sophistication levels to easily create and deploy their own Twitter & Facebook chatbots.
Discovery Methods
Market Research + Competitive Analysis
Internal & External Stakeholder Interviews
Existing & Prospective Customer Interviews
User Testing + Journey Mapping
Persona Development
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Posted Mar 18, 2021
