Buddhi
UX Design
UI Design
User research
Interviews
Prototyping
MVP
0-1
Interaction design
Motion Graphics
Branding
1 X Designer, 3 X Developers,
1 X Project Manager.
(Cross functional agile)
Lowered a significant sum expended on customer service personnel salaries, an impressive benefit for growing eCommerce enterprises.
+75%
The groundbreaking AI-supported automaton handled multiple customer queries in an unprecedented manner.
AI empowered the bot to handle multiple user inquiries at once using natural language, drastically cutting down huge human effort.
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.
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 burgen for small level ecomm 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.
1
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.
2
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.
3
Key features
To incorporate some of the very key features that adds more value to the brand value proposition.
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.
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.
The Design Process
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
This session helped me to define the design direction giving understanding from various aspects about the project.
Research Phase
We started 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 Insights
Merchant
Often we handle numerous inquiries, anticipating someone to assist us - Agents
Difficult to find some order related queries quickly - Customer
We collected all the users expections from both the sides, agents as well the end user. We set the direction based on those users inputs and went further.
Ideation Phase
Transforming users needs into automations
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.
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.
Using the defined user flows I quickly iterated all the screens using Shopify's components.
