AI & Chatbot System Design

Discovery – RSM

The RSM Audit Innovation team has introduced a chatbot designed to enhance the LUCA audit ecosystem. This AI-powered tool supports auditors throughout the engagement lifecycle by providing on-demand guidance and assistance. Users can ask questions related to RSM’s audit practice and receive instant, reliable answers, helping them navigate their work more efficiently and effectively.

To design an intuitive MVP chatbot that seamlessly supports audit associates throughout the engagement lifecycle, providing contextual guidance and enhancing workflow efficiency. This initial version will set the stage for future iterations, ensuring a user-centered integration within the broader RSM Audit ecosystem for a cohesive and streamlined audit experience.

Partnering heavily with another talented UX resource (Kage Cudney) and utilizing her initial design concepts, I wanted to take it to the next level of how as Product designers, we need to be part of AI design. Leveraging user feedback, a co-design approach with stakeholders, and a focus on the inputs and outputs of system design to verify that humans and their interactions were still at the center of our MVP.

By prioritizing Human-Centered Design principles, we engaged users in real-time collaboration, allowing us to refine and iterate on this exact Product Design process used in AI practices today. This process helped us identify immediate design priorities, Where to simplify our approach and focus, and the system design needed to provide the correct experience for our users, all while also uncovering areas for further exploration in future iterations, ensuring a continuously evolving and enhanced user experience beyond the MVP.

Initial feedback from stakeholders and SMEs has been positive, and the chatbot is in current development and slated to be complete in June 2025. Current testing and Natural Language teaching is in progress and we are happily seeing answers evolve each day as we progress. By creating a solid foundation and putting our users at the forefront of our designs and system design decisions, we have created a base layer to build on that leadership has been very excited and pleased to see happening.