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More detail for this case study is listed on the approach and learnings page.

Project UX Lead researching what company processes were causing poor client & customer chatbot feedback

2019-2020 Strategy Research Wireframes

CHALLENGE

In 2019 Conversocial was a distributed company that acquired an automated messaging (Bot) SasS platform 6 months before I joined.

The executive board wanted to investigate why they were seeing poor feedback from customers, and reports of negative UX & UI from colleagues using the platform.

TEAM

Sole designer operating within the bot scrum team of 7 developers and 1 product owner with support from the Head of UX

GOALS

1. Determine if the perception, "It's slow to launch a bot" was accurate
2. Identify the processes for selling, making & maintaining bots
3. Review UI providing negative experiences
4. Understand why one bot, in particular, was deployed live broken and took weeks to fix
5. Propose changes that could be implemented within 6 months before the company expected to create 40% more bots (~80 individual bots)

SUMMARY OF WHAT HAPPENED

Discovery research 6 workshops, 10 interviews, Constant observations

Strategy Proposal Tactical UI updates, process improvements and continuous strategic research

A new team of excellence A dedicated team was created to improve the customer experience of chatbots. We completed the system documentation for self-learning and ran updated training courses

UI Improvements Introduced more flexible & robust patterns that showcased guerilla research as a method to pre-validate UI changes before development

BOT PRODUCT

Conversocial Bots - Customer Experience Platform | Conversocial

Scale your customer experience efforts on messaging channels with Conversocial Bots.

www.conversocial.com

CASE STUDY DETAILS

APPROACH & LEARNINGS (CHATBOT) (2)

Leading the creation of a design language system for multiple products

2020 DesignOps Wireframes Design UI

CHALLENGES

Conversocial had 3 products (becoming 5), each was using different interfaces, visual styles & front end technology stacks

We were starting to see these diverse products be used by the same people, therefore forcing customers & colleagues to learn differing UI paradigms when using Conversocial products

We lacked front-end developers to build and consult on the design system as we were designing it

TEAM

2 designers (including myself) and occasional input from the CTO

GOALS

1. Create a design language to reduce development cost and bring the products together with a shared design language across the whole digital estate
2. Reduce the need for customers to learn different interfaces as they use different products
3. Use my experiences from Aviva's design system to ensure
• That the system ultimately lived in the code (as it's what users will see)
• The system could scale if Conversocial grew quickly

SUMMARY OF WHAT HAPPENED

Pattern audit 3 workshops conducted to identify all patterns in use across the digital estate

Core pages Designed From the products, we identified 4 key core pages that would cover the majority of likely components

Set a system component structure Stress-tested the base styles from the core pages with parallel projects and defined a component structure LINK

DESIGNS

Sketch Cloud

Collaborate with your team, upload and share designs and prototypes with anyone, anywhere, and work better, together with Sketch Cloud.

www.sketch.com

CASE STUDY DETAILS

APPROACH & LEARNINGS TO CONVERSOICAL'S DESIGN SYSTEM (2)