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Meet Sara, one of our Conversation Design Experts!
Today I want to introduce you to our amazing Conversation Designer, Sara. She is extremely passionate about designing conversational experiences that QuickBooks customers have with our Digital Assistant chatbot. Let’s learn a little more about Sara and her role.
How long have you been a Conversation Designer?
I've been working in Conversation Design for over 5 years. 2.5 of those have been with Intuit and prior to that I spent 2.5 years with Capital One.
What is Conversation Design?
Put simply, it’s the art of anticipating how a conversation will go with a customer. We take into consideration their emotional state, the urgency of their need, the stakes if they don’t get an answer right now, and then support all the ways in which that conversation can turn. Conversation design combines the study of language and interaction design to deliver the right responses to a customer in order to solve their problem or answer their questions.
What do you find most rewarding about your role?
I love creating empathetic, assistant-like experiences that anticipate the customer’s needs, saves them time, and, ultimately, makes their day easier so they can get back to growing their business.
What is your favorite QuickBooks Tip or Trick that you would want customers to know?
I have been working closely with the Payments team to deliver a do-it-for-me capability in the Digital Assistant. QuickBooks Payments admins can check their payment statuses within the Digital Assistant chatbot any time they want to (24x7).
How would you describe your ideal vacation?!
My ideal vacation is a sunny beach with bright blue waters, white sands, a Bali bed, and a good thriller to read while my husband suns next to me. Absolutely no tech. Just tranquility and connection.
What is the best piece of advice ever given to you?
The best piece of advice I've ever received was from a Maya Angelou quote: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” I always try to make others feel empowered or celebrated before I leave the room.
Thanks so much for all you do for our customers, Sara!
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