Device migration readiness

Role
Conversational AI Designer

Duration
Q2 2024

Tools
Mural
watsonx Orchestrate

Team
watsonx Product Owner
Devices@IBM Product Owner

IBM

Conversational AI Designer

Keeping more than 250,000 IBMers productive means treating every laptop as a mission‑critical asset. When hardware fails—or simply reaches end‑of‑life—employees can’t afford hours of downtime while their files and security settings move to a replacement device. As the lead Conversation Designer on IBM’s IT Support Content Team, I created the end‑to‑end conversation flow for a new Device Migration experience that walks employees through the migration process.

Context

Problem

Process


📋 Overview

Through analyzing user feedback, my team and I identified that there was a need for a chatbot flow within our AI assistant that helped users with device migrations.

From historical search data and user feedback, we developed a comprehensive device migration conversation flow that helps user migrate their data and settings to a new device, quickly and effortlessly.

👩‍💻 Stakeholders

The stakeholders for this project were as follows:

  • IBMers

  • Executive leaders

⚡ The challenge: How can I reduce friction in the device migration process when an IBMer needs to move to a different computer?


🔍 Research

My first task was to make a comprehensive list of all topics IBMers were searching for when switching to a new computer. I documented the following:

  • Data storage options per platform

  • Internet settings and bookmarks migration

  • Passwords and password wallets

Next, I created a flowchart of the conversation.

Lastly, I built out the flow within watsonx Orchestrate.

Write

✏️ Draft

The device migration flow was written with clarity, empathy, and user trust at its core. I followed IBM Style principles to ensure every message was concise, action-oriented, and human.

Each step in the flow used plain language, avoided jargon, and clearly guided users through technical processes without overwhelming them.

To align with IBM’s voice, I did the following:

  • Used second person ("you") to speak directly to the user

  • Prioritized active voice and short sentences for quick comprehension

  • Applied progressive disclosure to keep screens uncluttered

The result was a flow that felt confident but approachable, and consistent with IBM’s global standard for inclusive, user-first communication.

Outcome

🔥 Quantitative wins

These are the metrics that were measured before and after the conversational flow was implemented:

  • Follow-up tickets per migration - 0.08, down from 1.2.

  • CSAT score for device replacement - 4.7/5, up from 3.4/5.

🔥 Qualitative wins

I observed the following qualitative wins from user feedback:

  • Clear, conversational prompts reduced cognitive load and anxiety during a stressful hardware failure.

  • Progressive disclosure kept power users moving fast while offering more information for novices.

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