Chatbot

E-commerce, Product Design, Responsive Web App & Native Mobile

Product Design Lead: build and maintain the seller's tool from scratch. Roadmapping. Cross-team communication. Stack holder management. Directly present to VP and CIO.
UX Design: Site Map & User Flows, Lo-fi to Hi-fi Wireframes, Usability Testing, Dev Hand-off
UI Design: Responsive Design, Prototyping

Introduction

Business Goals & Planning

Reduce the agent labor cost

Create conversational experience through chatbot. Reduce the frequency from the salesforce agents.

Increase customer satisfaction

Offer omni-channel support. Ask for feedback across all touch points.

According to the roadmapping above, I conducted the 6 weeks design planning for this projects.

Introduction

Collaborated with user researcher for the 20+ user interviews and created 3 personas.

Research Findings

Orders and Returns
(Check order status, cancel order, initiate returns, check refunds)
Customer Satisfaction
(Review process, Waiting period, Loading animation)

Items Information

Photos of items, item title (what),
Item price
Stores/purchase methods (how)

Order Information

purchase date (when),
order number - search (Unique Identifier)
return case number or item skus (Unique Identifier)

Design Solution 1

According to the research finding, I transformed the original website page to 640 px chatbot screens.

Figma Prototype - Orders

In this flow, I have collaborated with the back-end developers to map the new order status to a more user-friendly status in the user interface.

Here are some research finding I used:

Customers don't understand the logistic terms.
Customers don't need to know the fulfillment process in warehouse, while agents can reference some information in order to provide better answers to users
Need to provide refine status with actions