Case 04 · Master’s project
A voice-assistant prototype for booking flights
Designing the personality and conversational flow of a voice assistant for checking and booking flight tickets.
Prototyping and UI Design Tools course · Team project with María Jiménez Dumall and Zeus Ruiz Socas · Voiceflow and Adobe XD. Academic exercise, not affiliated with any airline.
4
personality dimensions defined
1–3
travellers per booking in the flow
2
prototyping tools: Voiceflow and Adobe XD
01 · Context
An assistant that talks to everyone
The brief was to design a voice assistant for checking and buying flight tickets. An assistant like this talks to all kinds of people and handles very specific data: places, dates and amounts.
The challenge
Keep the conversation respectful and precise for any type of customer.
02 · Design
Personality and conversation
Assistant personality
Defined using Kate Moran’s four dimensions: neutral between funny and serious, neutral between casual and formal, respectful, and pragmatic. Neutral on the first two to make a good impression whatever the customer’s profile; respectful because it’s an airline; pragmatic because the conversation revolves around specific data.
Conversational flow
The assistant greets the user, asks how many people are travelling (1 to 3), confirms every piece of data it collects (travellers, time, outbound or return flight), and asks for a final confirmation before closing the booking.
03 · Solution
The prototype
We prototyped the conversation flow in Voiceflow and the supporting screens in Adobe XD. The result is a complete conversational flow, from greeting to final confirmation, with the assistant’s personality explicitly defined.
My contribution
Team project with María Jiménez Dumall and Zeus Ruiz Socas. I designed and prototyped the full flow.
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