Experiences that have the power to help users achieve their goals, can be truly transformative. Foundational user research and understanding the competitive landscape is key to breakthrough innovations, based on user goals, preferences, motivation and workflows. 


The concept generation and discovery step is all about identifying core functionality, while also uncovering unique features and points of differentiation. Creating a bridge between insight and innovation is how memorable and essential products are made.


Insight, visionary thinking and planning are brought to life with design. Iterative design and prototype generation paired with evaluative research ensure that the product helps users meet their goals with an experience that is memorable and essential.


User Research / UX Design

This effort was an exploration to reimagine how users create conditional dialog flows paired with an integration with OpenAI GPT to enable Mix users to more quickly and intuitively build applications. 

Workshops with users were key to testing the feature and functionality fit of the concept against real-world user needs and preferences, while further studies focused on how users want to interact with an AI assistant, what controls they needed to feel confident using an AI-backed solution, and which processes and tasks would benefit the most from automation and assistance.

Based on existing research, the concept also provides a focused way to create and view possible conversational paths within a conditional conversation design and easily share prototypes of experiences and design flows with business reviewers for approval.


User Research

Tasks were designed to give designers and developers more controls over a Mix application’s behavior. For example, defining how the application will handle a new intent that is recognized, while users are in the middle of another Task.

Due to the size and scope of this effort, it was critical that we validate that the proposal would meet user needs and improve capabilities and experience before this effort was added to the roadmap.

User education was developed to teach users about the functional capabilities this feature would bring, while several rounds of evaluative research were aimed at getting a better understanding of how this proposal would fit with user needs, preferences and goals.


User Research / UX Design

Mix applications serve global fortune 500 enterprises who want to provide the best in class virtual assistant capabilities to their customers. A team of dedicated and specialized professional service members at Nuance support the development and optimization of these applications. Mix analytics was an effort to define the most important metrics and analytical workflows that these users leveraged and to surface these insights and support this workflow directly in Mix.

Understanding how, when and why users query application performance data across different roles that support Mix applications and how their approach and needs shift over the lifecycle of application development, launch and ongoing optimization, helped us to uncover key metrics and methods leveraged by team members and identify what outcomes are important and what data is associated with those outcomes. This work culminated in a vision for customized tooling that provides immediate access to an analytical experience  informed by the specific needs and goals of analysts who are optimizing conversational AI assistants.


User Research / Feature Mapping / UX Design

From a technical perspective, defining the vision for an entirely new tool that extends the capabilities of an existing system, starts with learning the required structural and functional elements. It is equally important to consider how the feature will integrate with existing tooling. 

However, going beyond basic functionality and delivering an essential tool that brings real value to users requires user insight to deeply understand goals, workflows, needs, priorities and preferences. Product thinking and design is what brings insight to life.


User Research / Feature Mapping / UX Design

An understanding of the varying needs of different user roles when planning, adding, editing and managing content for a conversational AI application was a key to defining the core functionality for an MVP of this tool.

A deeper understanding of conditional and contextual parameters that affect how content is created, compared and maintained and how users collaborate with third party vendors led to exploratory prototypes.

The vision of where to start, coupled with the long-term idea of where we want to go, helped support conversations with product management and engineering to ensure that the foundational structure and capabilities would support immediate and future needs.



User Research  /  Visual Design  /  Design Testing  /  Design System

Product, visual and brand design are only as strong as the research strategy and testing that support informed decisions and a relevant, authentic and memorable experience.

User research and design testing methods enable us to understand motivation and behavior supporting improved experiences and converting customers into advocates. A clear and well defined design system enables designers and content creators to confidently contribute to a rapidly growing product while maintaining a consistent brand and experience.



phone 718.344.9695   /   email michelle@mustbeclever.com

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