Amazon Alexa Privacy Hub
The Alexa Privacy Hub offers engaging and easy-to-consume content that helps customers learn more how Alexa, Amazon’s voice-controlled virtual assistant, and Alexa-enabled devices work.
BACKGROUND
There are several widely publicized issues regarding privacy for both Alexa and Alexa-enabled devices. As new Alexa features continue to roll out, Amazon Device’s CX Labs Content team wanted to anticipate and address anticipate and address customers’ evolving privacy concerns, while also improving the overall user experience for Alexa users.
MY PROCESS
I shaped and wrote articles that introduced new Alexa features to customers, and showed how Amazon devices and Alexa are designed with customer privacy in mind.
Privacy is a complicated topic that requires a tremendous amount of subject matter expertise and attention to detail. These articles needed be highly accessible and transparent. But above all, they needed to be technically and legally accurate.
So, I regularly held sessions with stakeholders who’d built the features, controls, models, and processes to source the necessary information. I also led 4-7 review sessions with stakeholders across 18 teams to elicit feedback for each article.
Finally, each article would be approved by the Director of Product Management for Alexa Trust. Then the articles were ready to be published in line with the feature’s release date.
Here are some final versions of my work:
Alexa in the Amazon Shopping app is a free service for anyone with an Amazon account. Many Amazon customers are not aware that this service exists, and once they learn about it, research shows that they have certain privacy concerns surrounding the service.
Visual ID is a facial recognition feature that lets Alexa show customers personalized recommendations, calendars, to-do lists, and more when their face is recognized by the camera.
Conversation Mode is a feature that allows Alexa to engage in more natural, free-flowing conversations with its users.
On-device audio processing is a feature that allows customers to send only a text transcript of their Alexa requests to the cloud — and not the audio.
RESULTS
The Alexa Privacy Hub is the singular resource for Echo device owners and Alexa users wishing to learn more about the privacy of these products and features.
The Hub has proven to increase privacy protection and Echo owner engagement. In 2022, we aim to drive 1.5 million visits to the Privacy Hub (+59% YoY).