Designing JetBlue’s Lost & Found Virtual Assistant
This project focuses on conversational design, and created a lost and found chatbot for JetBlue airline.
Info
- Timeline: Nov 2025 - Dec 2025
- Team: Iris
- Tool: VoiceFlow
- My Role: Script design, Flow diagram design, VoiceFlow chatbot design
Demo on VoiceFlow
The bot is a customer service chatbot designed for jetBlue passengers who have lost an item onboard
As they now only have a long hidden form for the customer to fill out, which could be overwhelming for someone who has just lost their stuff
It’s also a good fit for chatbot
Scenario
A passenger lost her wallet on a recent flight. She has already left the airport and is logged into her JetBlue mobile app.
Design Goals
- Reduce user stress
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Guide the user through a clear workflow
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Handle uncertain situation
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Reflect jetBlue’s brand voice
Based on the design goals, I created a personality card for the JetBlue chatbot
Then, the flow diagram was created based on the scripts
The flow is divided into 5 parts:
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Greeting and intent detection
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Item information
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Retrieve contact information
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Retrieve flight information
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Confirmation and exit
Revising the script to fit into a voice-based chatbot
Key changes from text bot to voice bot:
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Shorten sentences - Listeners process spoken information more slowly than written text
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Ask for one piece of information at a time - Users can't visually reference previous questions in voice interactions
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Use oral language
- Provide simple spoken options - Responses are easier to recognize, and will have less speech-recognition errors
Here are some selected changes:
Reflection
What I learned 💁🏻♀️
- How to create an end-to-end chatbot, especially writing scripts with different options and making complicated diagrams
- How to set up the chatbot’s personality and think about tricky situations the chatbot might facing
- How to make a voice-based chatbot that fits the user’s listening behavior
What I did well
- Built a happy path chatbot that fixes the user’s issue clearly
- Created a complicated flow diagram with 7 sub-tasks
- Set up entities on VoiceFlow so the chatbot can deal with random answers
What we could do better
- Make an accessible version
- Expand the lost and found category and add a status tracking scenario