Profiting e-comm businesses with the help of human like interactive AI chatbot

Client

Client

Buddhi

Skills

Skills

UX Design

UI Design

User research

Interviews

Prototyping

MVP

0-1

Interaction design

Motion Graphics

Branding

Time line

Time line

Nov '22 - Aug '23

Nov '22 - Aug '23

Nov '22 - Aug '23

Team

Team

1 X Designer, 3 X Developers,

1 X Project Manager.

1 Designer, 3 Developers,

1 Project Manager.

(Cross functional agile)


The Context

The Context

The Context

Buddhi is a chatbot envisioned to help reduce the workload of any e-commerce customer support team by handling the usual questions from the buyers. This bot is conversational and connects with other services to respond appropriately

Content

The Context

Buddhi is a chatbot envisioned to help reduce the workload of any e-commerce customer support team by handling the usual questions from the buyers. This bot is conversational and connects with other services to respond appropriately

My Roles

My Roles

My Roles

Sole designer of the project handled all the design needs right from,


  • Analysing the opportunity

  • Set the design direction for the design & team

  • conducting user research

  • Drive ideation workshops and design showcases

  • collaborating with engineers

  • Manage design scope

  • Monitor design delivery

Content

My Roles

Sole designer of the project handled all the design needs right from,


  • Analysing the opportunity

  • Set the design direction for the design & team

  • conducting user research

  • Drive ideation workshops and design showcases

  • collaborating with engineers

  • Manage design scope

  • Monitor design delivery

The Business Opportunity

The Business Opportunity

The Business Opportunity

Our team found a great opportunity in helping the ecommerce store owners to cut down their cost spend on customer support teams. These e-commerce companies when expanding their markets or growing their catalog would need to proportionately grow their customer support team. Which impacted a huge cost spent on the employee's salary.

Our pitch is to automate 80% of their repeated support requests with our bot so that their current customer support team itself can handle lot more traffic.

Content

The Business Opportunity

Inability of users to finalize their tracking process in a timely manner led to a postponement in the generation of reports for executive-level individuals. This caused a subsequent delay in the assessment of the performance of a brand or product in the marketplace.

Actual Problem

Actual Problem

Actual Problem

Customer Support chatbots is a crowded space. But, most of them do not have deep integrations with other services like shipping details, inventory or customer interests. This makes them less effective in reducing the customer support teams workload when the e-commerce business grows.

Customer Support chatbots is a crowded space. But, most of them do not have deep integrations with other services like shipping details, inventory or customer interests. This makes them less effective in reducing the customer support teams workload when the e-commerce business grows.

Customer Support chatbots is a crowded space. But, most of them do not have deep integrations with other services like shipping details, inventory or customer interests. This makes them less effective in reducing the customer support teams workload when the e-commerce business grows.

We found that the pay that is spent for customer support agents are from $40K - $60K, which was a huge burden for small level e-comm companies which the team saw that can be cut down when automated and can manage the customer queries with less than 3-member team for those kinds of businesses.

We found that the pay that is spent for customer support agents are from $40K - $60K, which was a huge burden for small level e-comm companies which the team saw that can be cut down when automated and can manage the customer queries with less than 3-member team for those kinds of businesses.

We found that the pay that is spent for customer support agents are from $40K - $60K, which was a huge burden for small level e-comm companies which the team saw that can be cut down when automated and can manage the customer queries with less than 3-member team for those kinds of businesses.

Content

Content

Actual Problem

Inability of users to finalize their tracking process in a timely manner led to a postponement in the generation of reports for executive-level individuals. This caused a subsequent delay in the assessment of the performance of a brand or product in the marketplace.

Inability of users to finalize their tracking process in a timely manner led to a postponement in the generation of reports for executive-level individuals. This caused a subsequent delay in the assessment of the performance of a brand or product in the marketplace.

Business Goals

Business Goals

Business Goals

To design an MVP

To design a solution for this business opportunity and to turn the idea from 0-1 as a fully functionable cutomer support bot.

Content

Content

Keep it minimal yet scalable

This is being an MVP we didn't had enough scope for design, yet the business wanted to plan design in a way to scale this app for future versions.

Content

Content

Key features

To incorporate some of the very key features that adds more value to the brand value proposition.

Content

Content

Business Goals

To design an MVP

To design a solution for this business opportunity and to turn the idea from 0-1 as a fully functionable cutomer support bot.

Keep it minimal yet scalable

This is being an MVP we didn't had enough scope for design, yet the business wanted to plan design in a way to scale this app for future versions.

Key features

To incorporate some of the very key features that adds more value to the brand value proposition.

The design chellenge

The design chellenge

The design chellenge

HMW plan a solution for a chatbot to work exclusively on Shopify platform for deeper integration in automating lot more buyers queries related to orders, shipping information, account management and cross selling etc.

HMW plan a solution for a chatbot to work exclusively on Shopify platform for deeper integration in automating lot more buyers queries related to orders, shipping information, account management and cross selling etc.

Discover and validate

Initial Phase - Internal Discussions

We conducted many sessions to validate the idea that we had and to define key things before the start of the project.

MVP 0-1

For Shopify Store owners

Vey minimal

Make it scalable

Key things which discussed

Key things which discussed

Defining the target audience,

Defining scope for design

Setting technical limitations,

What technology to use,

What basic fucntionalities to come up with

Understand what solution does store owners use currently

Defining the bot architecture.

Defining the target audience,

Defining scope for design

Setting technical limitations,

What technology to use,

What basic fucntionalities to come up with

Understand what solution does store owners use currently

Defining the bot architecture.

Key things which discussed

Defining the target audience,

Defining scope for design

Setting technical limitations,

What technology to use,

What basic fucntionalities to come up with

Understand what solution does store owners use currently

Defining the bot architecture.

Research Phase

We conducted with both Primary and secondary reseach inorder to get a clean picture on what solution to come up with.

Target Audiences

Target audience for our product (customer support bot) are new and growing e-commerce companies out of USA/Canada in Food, Fashion, Electronics and Home Decor with annual revenue of 10 million USD which are already using platforms like Zendesk or Georgis for their customer support management.

User Personas

Steve

An urban male in his 20s and is very interested in fashion. He is always in the look out for new trends and prefers online stores than brick and mortar stores for convenience and variety



Karla

A professional working as a research assistant and is an electronics enthusiast. She is very interested in anything new in tech from holographic glasses to smart watches. She is also very interested in tweaking them to meet her needs. Her choice of shopping is online because of the wide catalog of things she can buy

Eric

A writer by education and is an avid gamer. His love for language made him a fluent writer in Japanese, Chinese, Hindi and Tamil. His warm and compassionate nature makes him a great fit to interact with customers in helping them with their queries.

User Interviews

User Interviews

Moderated interviews were conducted via video calls with the users.

Moderated interviews were conducted via video calls with the users.

User Interviews

Moderated interviews were conducted via video calls with the users.

Competeitor Analysis

Competeitor Analysis

In addition to user interviews we conducted a proper competitor analysis to understand the pros and cons of certain features which we thought to be helpful in the phase of building version 2.0.

In addition to user interviews we conducted a proper competitor analysis to understand the pros and cons of certain features which we thought to be helpful in the phase of building version 2.0.

Competeitor Analysis

In addition to user interviews we conducted a proper competitor analysis to understand the pros and cons of certain features which we thought to be helpful in the phase of building version 2.0.

Our Strategy

Defining functions

Transforming users needs into automations

Workflows to Automate

Workflows to Automate

Most of the customer requests fall under the category of looking up the information in different systems and responding it back to the buyer. If we could automate these, We can relieve customer support team to focus on much complex queries from other buyers which leads to better customer satisfaction and brand building.


We came up with the following list of workflows to automate as part of the product’s MVP and users insights.

Most of the customer requests fall under the category of looking up the information in different systems and responding it back to the buyer. If we could automate these, We can relieve customer support team to focus on much complex queries from other buyers which leads to better customer satisfaction and brand building.


We came up with the following list of workflows to automate as part of the product’s MVP and users insights.

Workflows to Automate

Most of the customer requests fall under the category of looking up the information in different systems and responding it back to the buyer. If we could automate these, We can relieve customer support team to focus on much complex queries from other buyers which leads to better customer satisfaction and brand building.


We came up with the following list of workflows to automate as part of the product’s MVP and users insights.

After defining these workflows I started working on the user flow for merchant dahboard.


Initially I defined these flows keeping future versions in mind as per the business ask for version 2.0. And we took very minmal things from this list for the current designed MVP.

After defining these workflows I started working on the user flow for merchant dahboard.


Initially I defined these flows keeping future versions in mind as per the business ask for version 2.0. And we took very minmal things from this list for the current designed MVP.

After defining these workflows I started working on the user flow for merchant dahboard.


Initially I defined these flows keeping future versions in mind as per the business ask for version 2.0. And we took very minmal things from this list for the current designed MVP.

Final Solution

We designed a bot which is simple,functionable and scalable for the very first version. We just focused on the key value proposition to automate and provide human like conversations by defining the key required functions or intents minimally as per user and business request. In the initial phase after the launch the bot was able to handle around more than 75% of the queries just like human like conversations which was a huge success. In addition, I ensured the product was delivered with the appropriate branding which provided identity for the product.

UI's and other design deliverables

Inorder to keep it minimal and to cut cost I was asked to design using Shopify's components as the tool is going to be built for Shopify. But also for marketing purposes we did branding at a minimal level for this product.

Branding

Branding

We started with defining the brand personality and brand tone. And started with logo designing at a very minimal level.

Later we designed all the basic styles, components and set the brand design's direction.

Also I animated these logos and icons for communicating the brand personality with the audience.

We started with defining the brand personality and brand tone. And started with logo designing at a very minimal level.

Later we designed all the basic styles, components and set the brand design's direction.

Also I animated these logos and icons for communicating the brand personality with the audience.

Branding

We started with defining the brand personality and brand tone. And started with logo designing at a very minimal level.

Later we designed all the basic styles, components and set the brand design's direction.

Also I animated these logos and icons for communicating the brand personality with the audience.

Chat Interface UI

Chat Interface UI

The Chatbot UI's were designed for various CSS customizable options, like color, typography and other style so that they can match the UI with customers site.

The Chatbot UI's were designed for various CSS customizable options, like color, typography and other style so that they can match the UI with customers site.

Chat Interface UI

The Chatbot UI's were designed for various CSS customizable options, like color, typography and other style so that they can match the UI with customers site.

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