Overview
Dibby is a chatbot assistant that leverages AI to help users troubleshoot printer errors, streamline the print refund process, and generate automated logs for the IT staff.
Role
Product Design lead
Timeline
2 months
Impact
Won 1st Place & Audience Favorite, +75% successful troubleshooting rate, +54% increased reports to IT
Partnering, not replacing with AI
Dibby does not replace IT jobs. Our chatbot bridges the gap between students and IT staff, supporting clearer communication and creating actionable Trello tickets and big picture insights for our IT heroes.
Problem
Where students struggle
72% of NYU Tandon students face printer failures--most give up, or risk breaking it further.
Research
Observing (and loitering) by the printers
We used quantitative and qualitative research methods: 48 surveys, 10 user interviews, personas, and flowcharts.
User Persona
Synthesizing perspectives
The surveys initially identified and quantified common behaviors in users, while user interviews helped us uncover users’ pain points.
Conversation flowchart
No dead ends
Based in customer service ideology, we designed a “never say ‘no’” conversation flowchart.
When users are faced with an error or “no results found,” they get frustrated
and might try fixing it themselves, leading to damages.
If our chatbot faces difficulty or has no further solutions, it offers an action item
such as creating an IT ticket, or requesting immediate assistance during working hours.