About the company
Sweet Systems is a company that helps small and big businesses to go digital. There are a few services that a customer can purchase and use, such as: CRM, case management, digital forms, project planning, automation etc.
Overview of the project
Our goal for this project was to create a Cloud-based live chat and chatbot from scratch which will help our customers to have real-time and ongoing communications with their end-users.
For User — A faster solution for their problem
For Business — Manage all customer interactions in one place for more effective customer service.
My role
- Discovery
- User research
- Wireframing
- Prototyping
- Visual design
- Interaction
- Testing
Project
Live chats and chatbots will allow our customers to provide better conversation and assistance to their end users - customers.
User research (Discover and Define)
In order to discover and define what exactly we were trying to solve with this new service, I conducted different types of user research, such as:
- Stakeholder interviews
- Interviews with sales and support
- Competitive analysis
Based on the data I got from the research, I organized my observations and I found out that we need to design a live chat and chat bot for different types of users:
- End users (customers) - users who will using the chats for getting help;
- Admin users - users who will be setting up the chats;
- Agents - users with different types of permissions who will be communicating with the end users.
Concept
I kept in mind the business goals and decided to focus upon some key areas. After a few brainstorming sessions with the team I created a customer journey map, three personas, multiple user flows, use cases and scenarios. All of these were created for the three different types of users I found from the research and discovery process.
Once the flows were presented to the stakeholders I created wireframes and prototypes, so I can conduct usability tests.
