Problem Statement
Expedia’s conversational experiences (such as servicing chats across different brands) were using different chat UIs, which created inconsistent user experiences AND made every new integration more difficult to design and build.
Goal
Establish a foundational Figma library of conversational components and standards, so any team can create a high-quality chat interface with minimal design and engineering effort.
Users
This library should serve as a single source of truth for...
- Designers building and prototyping chat interfaces using Figma
- Developers implementing those designs while referencing component names, best practices, accessibility annotations, and other specifications
- Content strategists seeking guidance on tone of voice and content standards specifically related to conversational experiences
Process
- Audit existing chat interfaces across Expedia Group’s products to identify gaps and consolidate redundancies
- Establish documentation for a unified set of core components that will be used across all chat interfaces
- Collaborate with product and engineering parters to prioritize any new components and feature enhancements
Outcome
Expedia Group now has an internal Figma design library that enables designers and developers to build consistent, scalable chat UIs across multiple products!
The “Conversational Pattern Library” provides clear documentation of design standards, interaction patterns, use cases, and accessibility guidelines.
Examples
View some examples of design specs, documentation, and accessibility annotations I’ve contributed to the Conversational Pattern Library.