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Senior UX   Product Design
UX Design & Prototyping for Conversational Chatbots

Project I worked on as under an NDA from 2019 to 2023.

The aim was to identify areas to improve the chatbot experience for all users.

Main Goal

Design smooth & easy to use chatbots

My Role

Sole Researcher & Designer

Time Frame

Off and on 2019-2023

Conversational Chatbot Examples

The goal of the project was to identify the problems of chatbots and design the White Label solutions for iAdvize.

The Process

I followed IDEO's Human-Centered Design and the
Lean UX Design Thinking process.

I chose the the below research methods as I felt this process was the best way to accumulate quantitative & qualitative data on users and competitors in the airline industry. This in turn would inform my design with a research & evidence based solution.

  • 1 Research

    Usability Tests
    Depth Interview
    Online Survey
    Competitive Benchmarking

  • 2 Analysis

    Anfinity Diagram
    Customer Journey Map

  • 3 Design

    Flow Diagram
    Defining Navigation
    Sketching

  • 4 Prototype

    Medium Fidelity
    Interactive prototype
    Wireframing

  • 5 Test

    Usability Tests
    Depth Interview

Example
01
Chatbot

An omnichannel messaging strategy

An omnichannel messaging strategy for WhatsApp, Facebook, Facebook Messenger, Apple Messages for Business, SMS, Twitter: This product lets your customers interact with your brand on the messaging channel they prefer. Your agents handle all messages seamlessly, within a single, unified white labeled interface.

Example
02
Chatbot

Personalized engagement chatbot

Example of engaging specific audiences with personalized messages according to behavior and intention. Whether the goal is to reach and convert high-value prospects, or offer proactive support to existing customers, this example lets you start the conversation at the right time and in a personalized way.

Example
03
Chatbot

High quality automated conversation with optimum scalability AI chatbot

Example of Augmented Intelligence that increases the power of an AI chatbot example. Trained by humans and equipped with AI, chatbots understand visitors' intentions to qualify their needs, provide immediate answers or escalate the request to an advisor or expert if necessary.

Example
04
Chatbot

Product experts available on demand, 24/7 chatbot

Example of a 24/7 chatbot that answers customers' questions via messaging.

Example
05
Chatbot

An integrated reporting suite chatbot

Example of a comprehensive reporting suite to track your chatbot performance in real time. Take advantage of more than 150 KPIs to understand which part of your strategy is generating the most revenue, how to make your teams perform and which conversations have the most impact on satisfaction. Analyze conversation content and listen to the customer’s voice via the Insights report.

Outcomes

The UX process I followed influenced every bit of the final flow and design of the chatbot design process.

  • Chatbots can be annoying.
  • Make the chatbot process seamless for the user.
  • Users can find chatbots irritating and want human connection

What I Learned

If the chatbot experience is done properly, peopel don't mind engaging with them.

  • If a User can reach their goal while using a chatbot, they will.
  • There are many options in the world of chatbots.

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