Monumental Sports, Washington Capitals
Create a simple way for fans to stay engaged with the team in and out of the arena using Facebook Messenger.
2017 marked the start of the CapsBot's second season, so naturally the project kicked off with a content audit of 2016’s performance. Findings informed the v2 strategy, feature prioritization, and user flows.
The 2017 Bot introduced several new features to enhance the user experience, like live scores and subscriptions. The Bot has continued to be used throughout the 2017-2018 season.
Planning for 35+ unique Bot interactions called for a seamless connection between the copywriting and Information Architecture, both which were dependent on a robust content audit and research.