Self-service chatbot design

Enabling financial services customers to access real-time servicing features.

Problem

Customers frequently contact call centers to address minor issues, which not only raises costs for the company but also diminishes customer satisfaction by prolonging hold times due to the influx of calls.

Team

This was a collaboration between our team (myself as a designer, engineer, and a project manager) and a team from Microsoft represented by an engineer, and a project lead.

Challenges

We were tasked with crafting an MVP from inception to completion within a tight 2-week timeframe. The initial week was dedicated to a series of intensive in-person sessions with our partners at Microsoft, while the second week was focused on putting the finishing touches on the functional prototype and preparing for leadership presentations.

Process

Discovery

We have conducted interviews with CSR representatives to learn about customer pain points. This helped us identify trending topics, and prioritize essential product features based on their potential value to the customers.

Developing intents

At this stage, we've meticulously translated user objectives into precise chatbot intents. We've methodically documented a spectrum of potential scenarios, user inputs, and corresponding chatbot responses designed to encompass these scenarios comprehensively.

UI patterns and components

Identified and documented key design UI elements, including rich media elements that could enhance user experience.

Results

• Demo was completed successfully and on time, and presented to four product teams globally and got picked up for further development by three of them.