Talkvisor
My role
Lead Product Designer
Type
SaaS / B2B Platform
Summary
Ai Chatbot Platform
Date
Oct 2023
Problem
Small business owners have a hard time understanding how to use the AI Chatbot.
Challenges
How might we help people utilize and try out all the features?
How might we allow users to quickly sign off the bot’s answers?
How might we make their business run smoother?
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Design Process
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Discover
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In order to get a solid understanding of how our competitors are doing in the market and to lay out a solid foundation, I did a competitor analysis which consisted of direct and indirect competitors.
Navigation
- Gorgias even had a phone service rep calling to guide their first day experience
- Tidio had a long hand holding onboarding process
Tracking Cost
- Hidden usage since its based per ticket.
- Not alerting them they had usage overage.
Order Details
- nice quick solution allowing the UX to adopt to its product details
- Being able to graphically show and guide business owners
There were different pros and cons with all three products differ but the main issue across most of the products were the platform was little confusing at first, hard for people to grasp on how to use ai technology. Some products even offered over the phone onboarding to resolve this issue.
Defining
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Help small business owners able to utilize full potential of chat bot to give benefit of running business on automation.
Sketches
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Various Interviews
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7 participants, 1 hour 1 on 1 sessions that were recorded and then analyzed. Tested on the homepage, product page, conversations path, return and delivery selection screens using the hi-fidelity prototype. Some of the pain points we conducted were - it was difficult to notice when a new notification from an end user, better cues on what the features are. There were lacking in terms of tracking cost. Currently users needed more transparent way to track cost. Almost all the other competing products wanted to hide their usage but we wanted to be clear and transparent. And finally the order details page that guides our business owners to sign off quickly and giving buttons to sign off easily by assist in support reps. So before we started narrowing down our ideas, we set down our experience principals. 1. Reduce steps 2. Reiterate care 3. Simple Action Oriented 4. Clear path After the interview we began analyzed what was the biggest pain points for the users and made some adjustments along the way. The biggest change we have made were making tabs of conversations to short version of cards that we could quickly sign off of, and we have added the little animation assuring the users that the actual message that was approved to be sent was actually sent.
Usability Testing Revisions
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Final Design in Details
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