Creating an internal AI bot to elevate and scale Content Design at Dropbox
With Content Designers stretched thinly across teams and cross-functional partners held to tight turnarounds to ship experiments and new products, the way we’d been working wasn’t actually working. Partners couldn’t get the support they needed from Content Design, and in turn, Content Designers were asked to do a million little “quick asks.”
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I wanted to find a way to meet my cross-functional partners where they worked while also ensuring that our copy and content aligned with Dropbox style guidelines and gave our customers the best experience possible.
Design principles I brought to this project:
• Meet Dropbox employees where they communicate the most: in Slack channels
• Scale Content Design across product teams
• Generate copy and content that’s aligned with voice and tone guidelines
• Provide a simple, helpful, and human experience for Dropbox customers -
Here’s how I did it:
• Created and implemented a Slack AI chatbot with the Dropbox ML/AI engineering team
• Evaluated the AI chatbot and crafted prompts when hallucinations or drifts occurred
• Onboarded hundreds of Dropbox employees across all disciplines to use the AI chatbot, scaling our Content Design principals and style
• Implemented patterns that fed the AI chatbot to help Dropbox employees craft banners, modals, error messages, tooltips, and more, all based on the Dropbox style, voice, and tone guidance -
Not only did this work make it easier for Dropbox employees to find our style guidelines and understand Content Design standards, I also:
• Helped Content Designers save more than 4,000 working hours per year by diverting basic style and design questions to the AI chatbot
• Received honors from the 1 Million Hours Saved Initiative Team at Dropbox for creating the AI Chatbot
To explore the full Dropbox AI chatbot experience, reach out to me at nico@nicomk.design.
