Product Design & User Experience Research
Gen AI + Copilot Assessment
With Generative AI on the rise, my organization was keen to integrate these new technologies into our workflow. But, our execs didn't want to add new technology for the sake of adding new technology, so my team was tapped to perform research and create strategies to find the best ways to leverage Gen AI for our organization.
Problem Statement
How might we increase associate usage of Microsoft Copilot within the pilot program users so that associates with access to Copilot can effectively leverage Generative AI to more efficiently accomplish their job?
This project involved User Research and Product Integration strategy and took seven months to complete.
Project Type
With Microsoft products already embedded in our organization, the organization's executives chose Copilot as the first introduction to Gen AI. My team was consulted about the Copilot pilot after the pilot had already begun once it was clear Copilot had low usage among pilot users.
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The first step to understanding the usage rates was to talk with pilot users to understand their thoughts on Gen AI, Copilot, and how this tool integrates with their daily workflow. I scheduled Start, Stop, Continue sessions with each department/functional area to receive feedback from 200 of the 300 initial pilot users.
My Role
Based on the feedback from all of the sessions, the following product integration strategy was created:
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Develop a task-based Copilot FAQ/tutorial site on the organization's intranet
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Establish a pilot users' newsletters with updates on Copilot's functionality and new features and highlights of pilot users' creative uses of Copilot
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Adjust Copilot courses and education offerings so they are shorter sessions that more easily fit into users' busy schedules
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Leverage Copilot's custom bot options to create an internal bot to avoid PHI and other sensitive data being used in public chat bots
Unfortunately, the organization terminated my entire department before this strategy could be implemented.
Project Impact
By the time I completed this project, I had helped increase the Copilot Usage by 175% across pilot users. With the increase in usage, the pilot program with Copilot was extended for another six months, and the number of licenses was increased from 300 to 400.