Chatbot Builder

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