IBM iX
York University: SAVY – Student Virtual Assistant
2020
ai-chatbot student-support conversational-design ibm-watson education-technology
About the Project
Co-facilitated the SAVY workshop and synthesis, and conducted user research to inform the initiative. Designed and launched SAVY, a conversational AI built on IBM Watson, to support York students with 24/7 access to academic calendars, wellness services, campus events, wayfinding, and personalized reminders. The chatbot served as a first point of contact and continuously improved through student interaction and feedback.
Challenge
York University aimed to improve how students accessed campus information and support services. Existing systems were fragmented and often difficult to navigate, resulting in confusion and disengagement. With a growing student body and demand for instant access, the university needed a scalable solution that could deliver accurate, timely answers—24/7.
Solution
We co-facilitated discovery workshops with students and stakeholders to define high-value use cases and determine the ideal experience. I conducted user research and synthesized findings into a service blueprint, ensuring alignment with real student needs. The result was SAVY: a Watson-powered chatbot offering 24/7 conversational access to academic calendars, health services, campus events, wayfinding, and personalized reminders. SAVY integrated with York’s existing ecosystem and evolved through student interaction and feedback.
Impact
SAVY launched successfully to over 50,000 undergraduate students, becoming their first point of contact for campus services. It reduced reliance on human support staff, improved navigation across services, and increased student satisfaction. The chatbot’s design was informed by students, for students—ensuring relevance and adoption across all faculties. SAVY was also one of the first virtual assistants in Canada’s post-secondary space, positioning York as a digital innovator.
York University: SAVY – Student Virtual Assistant
York University partnered with IBM iX to reimagine student support through AI. We designed and launched SAVY, a Watson-powered conversational assistant that helps students navigate university life with ease. From academic calendars and health services to event info and wayfinding, SAVY delivers relevant support 24/7.
I co-facilitated the discovery workshop and synthesized research insights into a service blueprint that ensured alignment with student needs. SAVY continuously evolves through student feedback, and its successful adoption positioned York as a leader in digital transformation within higher education.
Sponsor Users
University Students
University Staff
Product Design Team
IBM iX UX team
Watson SMEs
University Stakeholders
My Contributions
Co-facilitated the SAVY workshop and synthesis, and conducted user research to inform the initiative.