User Research
Collaborated with user researcher for the 20+ user interviews and created 3 personas.
Research Findings
What are significant tasks users are looking for solving from the chatbot?
Orders and Returns
(Check order status, cancel order, initiate returns, check refunds)
Customer Satisfaction
(Review process, Waiting period, Loading animation)
What’s most important information when users are looking for an order?
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)