Natasha Gouws Email & Phone Number

Calgary, Alberta, Canada

Alberta, Canada

- Community Team lead for the Conversation Design Team, facilitating knowledge sharing and feedback sessions, ensuring all designers are contributing to the overall success of the design community. Actively participate in recruitment efforts to expand the team.- Gather requirements and craft intuitive and engaging chatbot flows, providing developers with meticulous and comprehensive requirements for implementation.- Write information in a user-friendly tone and voice to ensure seamless experiences and enhance user engagement.

Conversation design lead for the Discovery virtual agent (chatbot). I oversaw all aspects of conversation and UX design for the chatbot, set and maintained standards and writing principles for conversation design. Responsible for communicating complex product information to members in an engaging way, helping them understand and use our products. Conversation flows are created across all chatbot platforms (web, app, and WhatsApp).

User experience and conversational designer for the Discovery online virtual assistant. Creating seamless journeys for users interacting with the chatbot by creating human-like experiences through conversational design. Running frequent user research and testing sessions, synthesising the results to present back to leadership with actional feedback and design recommendations. Also regularly conduct ing detailed analysis based on data & customer feedback to identify areas of improvement within the chatbot.

Johannesburg Area, South Africa

Responsibilities included:- Translate concepts into wireframes & mock-ups - Develop personas & customer journey maps- Create numerous wireframes and prototypes of varying fidelity to test assumptions & concepts, using a user-centred design approach- Contribute to product specifications (requirements gathering) and product implementation processes- Re-envision and updated CX strategy of a leading video & entertainment company- Manage & work closely with developers to ensure delivery of designs during product implementation- Elicit business requirements & created user stories with complete acceptance criteria- Ensure coordination & completion of projects within time & scope- Prepare reports for upper management regarding status of project- Create content for & led facilitation of multiple design thinking workshops, both internally & for external clients

Johannesburg Area, South Africa

Responsibilities included:- user research and interviews- rapidly testing and updating wireframes based on user feedback- working closely with developers to ensure delivery of designs- customer journey mapping- ensuring teams remained user and customer centric throughout the delivery of a project

Johannesburg Area, South Africa

Client: Financial institution- Experience in an agile environment- Conducting heuristic evaluations of the existing online portal, enhancing the user interactions into more intuitive user experiences- Conducting user research to understand user's inherent needs, paint points and motivations- Working with recruiters to get participants who fit required criteria- Conducting user testing and evaluating feedback to further improve design concepts- Give UX design recommendations based on user findings- Communicating design ideas to stakeholders, developers and product owner through user journeys, flow diagrams and low fidelity wireframes / mockups- Creating rapid and iterative wireframes and prototypes in an agile environment- Create and run ideations workshops in support of improving customer / user experiences of existing product- Requirements gathering- Working closely with copy writers to ensure quality UX writing - Working closely with design team and developers to ensure delivery of design.Client: Financial institution- Assisted in daily testing of the system end to end, ensuring the website aligned to the UI designs and company design standards; ad-hoc functionality testing- Worked closely with developers to provide insight and feedback on the current appearance of the system in order to gain an understanding of what the system’s limitations are- Assisted in usability testing of the system, sorting through feedback from users- Documents CSS guidelines as a reference for styling requirements for both testers and developers.

Client: Financial institution- Conducting user interviews to identify paint points - Elicit and document requirements- Create personas- Simplifying requirements by creating user stories. Documenting user stories and acceptance criteria for developers.Client: Non-profit social enterprise- Created the user stories for the developers- Wrote content for website, including emails, descriptions, and copy of error messages- Tested platform in different web and mobile environments.

Sandton, Gauteng

Banking Development and Innovation

Higher Education Diploma, Postgraduate Diploma In Management

Postgraduate Diploma in Management in the field of Business Administration - Full Time

Engineer’S Degree, Biomedical/Medical Engineering

High School

Activities and Societies: Learners Representative Council (LRC) - 2009 Head of House - 2009 Netball - 1st team member - Captain 2nd team.