Support Chat Bot App

Overview

This support chat bot app marks a transformative leap in support tools, introducing an enhanced UI for user on the field to effortlessly create support tickets through backend data pulls. The app streamlines operations with automated resolutions using bots, replacing traditional phone calls with a dynamic chat interface for swift agent-field user engagement. The app focuses on increased efficiency, enhanced user experience, and data-driven decision-making, redefining support tools and bringing innovation and practicality to the forefront.

1. The process

Kickoff

This project emerged from the ashes of a prior attempt to create a similar product, abandoned due to high costs and a shift in technological approaches. The new team, driven by distinct goals and a cost-effective strategy, faced a hurdle – convincing both executives and the development team of their project's viability. Seeking my input to articulate their vision, I delved into a discovery phase, drawing insights from past projects. Interactions with various teams revealed disconnects and exposed an underlying political dynamic between business units. Navigating these complexities, my role extended beyond design to carefully align diverse perspectives and ensure stakeholders found value in relaunching the project. The kickoff marked not just a design initiation but a strategic maneuver through organizational intricacies to resurrect a vision previously hindered by financial challenges.

Research

For this project, the initial research was conducted by a dedicated research team but for a different project with similar goals and users. To expedite the process and leverage existing insights, I recycled these results, starting with a solid base since the project was still in its early stages and not yet financed. Following a kickoff follow-up call with the project team, I thoroughly analyzed the results, identifying and documenting the most important pain points and highlights specific to our objectives.

Alignment on the north star

With critical findings in focus, I initiated the creation of a "vision/north star" and alternative MVP-type mockups. These visual aids played a crucial role in aligning the project team and stakeholders with developers who initially lacked clarity on feasibility and scope. Through the presentation of mockups, I successfully conveyed the envisioned final result and outlined a step-by-step approach to achieve it. This alignment garnered support from all parties, leading to official project financing and launch.

Studies

The project journey included an in-depth competitive analysis. I discovered that multiple teams within the company were independently working on a similar product for their respective departments. However, their efforts were siloed, and their vision differed significantly from our project team's goals. Despite learning from their work, it couldn't be directly utilized. Drawing from my experiences at Dlvvr, where I had conducted comprehensive research on similar products and ended up using Intercom, I incorporated it into our project and added it to our board for reference.

Processes Analysis

While continuing my analysis, I delved into a detailed process analysis, dissecting the existing operations into smaller components. This involved scrutinizing user processes, UI flows, and system requirements. Despite a clear vision from the business about the desired "solution," there were critical considerations missing for the seamless rollout of a new UI. Recommendations were made to adapt the rollout plan, ensuring it aligned with the users' processes and allowed for a phased implementation to avoid confusion and disconnects.

One pivotal realization was the constraint imposed by existing processes, which prohibited certain activities necessary for an efficient automation system. Additionally, the decision to roll out a partial app initially meant that users would continue using the old system concurrently. To circumvent potential confusion and disconnects, a strategic recommendation was made to modify the rollout plan. The proposal involved introducing the new UI to a select group initially, allowing for a phased implementation. This approach not only ensured a proof of concept with a smaller user base but also facilitated ongoing improvements based on feedback before a full-scale rollout to all users.

Furthermore, an in-depth analysis of the architect's mappings revealed nuances that required adjustments to ensure seamless interaction between users and the UI/systems. These insights were pivotal in shaping the project's direction and ensuring a more refined and user-friendly implementation aligned with the real-world operational dynamics.

Design

Facing an unprecedented challenge, our design team had never tackled a chat bot project before. As the sole designer for this initiative, I initiated the process by carefully reviewing the requirements, mapping out the necessary UI elements. Through multiple iterations and close collaboration with the project team and developers, I compiled a comprehensive list of requirements, complemented by low-fi mockups. Recognizing the need for additional expertise, I enlisted the assistance of fellow designers to define and outline the states of different components. This provided a valuable learning opportunity for the team under my mentorship, allowing them to explore new UIs and flows. Upon thorough review and detailing, the newly created components were seamlessly integrated into the design system, ensuring their easy reuse in future projects.

User Testing (moderated)

Although not directly involved in the user testing session, the outcomes were overwhelmingly positive. Users expressed satisfaction with the app, praising its ease of use and the successful implementation of desired features. The app's clean and simple design delighted users. Following reviews with stakeholders and primes, unanimous alignment was achieved, solidifying the decision to finalize the design.

Challenges and Adjustments

A significant hurdle emerged as the project progressed, leading to the descoping of numerous features, including the planned chat bot. Budget constraints rendered the incorporation of the bot into the MVP financially unviable. This prompted a UI revamp, necessitating the addition of several screens to cover interactions that the bot would have handled. Simultaneously, features that were descoped were removed. This shift introduced new research, analysis, and problem-solving endeavors. To expedite the process, another designer and I decided to split the workload, working on two different experiences concurrently to hasten the handoff of required changes.

Final prototype

In the process of recreating screens, developers expressed a desire for a 1-to-1 representation of the user flow in the UI. Leveraging the component sets I had built, which are easily transformable into a prototype, I utilized Figma's new variables. Despite the complexity of their request, my proficiency in using new features allowed me to construct a comprehensive prototype.

This prototype, showcasing the early mobile version of the app for the MVP, provided developers with an accurate representation of the user journey within the UI, facilitating effective communication and alignment of expectations.

Wrap-Up

With the support app poised for release, this transformative support tool represents a paradigm shift in user engagement and support ticket creation. The enhanced UI, streamlined through backend data pulls, ensures field users can effortlessly navigate the system. The integration of automated resolutions and a dynamic chat interface elevates user experience to unprecedented levels. Despite navigating challenges, from aligning stakeholders to adapting to evolving project dynamics, the result is a meticulously crafted solution that balances innovation and practicality. As the sole designer guiding this initiative, I am eager to see it in action and witness how it reshapes user interactions. The journey, marked by collaboration, user testing triumphs, and strategic adjustments, lays the foundation for a support tool that not only meets but exceeds user expectations. The impending release marks the culmination of dedicated efforts, and I look forward to the positive impact the app will make in revolutionizing support tools and setting new standards in the company.

Bonus Story: The Quest for the Perfect Bot Name

As the project delved into uncharted territories, one mystery lingered – what would the support bot be called? The challenge was set: a name that resonated with the app's vision, bridged languages seamlessly, exuded a hint of fun, and possessed a touch of human-like charm. Surprisingly, the brainstorming sessions were met with a collective blank slate; no one had that 'Aha!' moment.

Undeterred, the quest for the perfect name embarked on a journey of its own. With creativity as my compass, I decided to take matters into my own hands. In the vast expanse of the digital realm, after a few ChatGPT conversations and spirited web searches, the jackpot was hit – BINGO!

But why Bingo, you might wonder? Let me break it down:

Easy and Familiar: Bingo effortlessly rolls off the tongue, a short and catchy sound that's universally recognized in both French and English.
A Dog’s Name: Drawing inspiration from man's best friend, Bingo became the support bot's moniker, embodying the qualities of a supportive companion, symbolizing unconditional love, and always ready to lend a helping paw.
Expression of Success or Realization: Much like the exclamation "Eureka," Bingo captures the essence of sudden realization, discovery, or the sweet success of solving issues.
A Game: Bingo isn't just a name; it's a playful nod to a famous game, injecting an element of fun, pleasure, and social gatherings into the support tool.

And there you have it – the tale of how Bingo became the chosen one, adding a touch of whimsy and character to the world of support bots. Voilà!

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