Jennie Tan

Jennie Tan

Jennie Tan is a Principal Content Designer at Intuit—the makers of QuickBooks and TurboTax, serving 42 million customers worldwide. Jennie has over 16 years of experience as a UX writer, technical writer, and blogger. Jennie currently leads the voice and tone strategy for conversational user interfaces in Intuit‘s small business unit.

Jennie’s blog landed her a speaking role on the NBC hit comedy, The Office. Content can help dreams come true.

[Case Study] Lessons Learned Writing Conversational Content


Think you can throw a voice bubble around some words and call it a conversational user interface (CUI)?

We did—until we started working on Intuit’s first in-product chatbot project and the chat hit the fan. We had to hit the ground running on evolving our voice and tone strategy, understand brand-new content components, and even catalog user utterances. And don’t get us started on emojis.

This presentation is a case study of writing for Intuit’s first chatbot project presented by Jennie Tan. You’ll learn how to start creating your own voice strategy for a conversational user interface, the importance of writing guidelines for chat, and the content components chatbots require. And, you’ll discover places to find inspiration. That’s what it’s all a-bot!