Virtual Assistant
Background
The information es limited due to confidential agreement.
Virtual Assistant that serves end customers and consultants, with presence in Latam through its 3 main communication channels web, facebook and whatsapp, having as main functions:
- Attention of frequent queries for consultants and final consumers.
- Information on account status.
- Information on order tracking.
- Information on status of awards.
- Relevant information for business management.
- Communication with a consultant, when the use case requires it.
Rol
I lead the definition of conversational experiences for our different user segments, the project is integrated by teams from product, customer service, development, commercial, communications, legal and remote suppliers.
Functions:
- Internal research and information gathering with customer service teams, call center providers and user interviews.
- Development of conversational flows, integrating technical requirements and data variables.
- Design of conversations, creation of conversations considering the happy path and unhappy path.
- Ongoing evaluation of key metrics to identify the impact of our design decisions.
- Facilitator between experience design, development team, communications and other teams.
Skills
Product Designer – UX Research – UX Designer – Information architecture – Facilitator – UX copywriter
Tools
Miro – Figma – Kore.ai – Confluence
Getting to know the user
In this process, we start by reviewing quantitative data to track our key metrics and apply research techniques such as surveys, interceptors, card sorting, and field trips, among others.
We use a timeline for the research with 3 key moments:
- Research to ensure that your designs are truly relevant,
- Research to ensure that your design is pleasant and easy to use.
- Research to understand return on investment of your user experience design.
From the findings we obtain, we proceed to contrast them with the quantitative data and generate hypotheses that feed our work backlog together with the Product Owner.
Challenges
Virtual assistant has been a nice challenge because it has allowed me to improve and acquire new skills. It is a synthesis of several design disciplines, such as chat interface design, interaction design, visual design, motion design, conversational design and copywriting.
I like to use two phrases when I talk about the virtual assistant:
"The Virtual assistant should replace humans in what we are slow at and not what we are good at."
"The more an interface leverages human conversation, the less users have to be taught how to use it."
Take away
The first learning I highlight is the design of conversations, also the frequent collaborative work with the development team and the creation of conversational prototypes on the Kore platform. We have been able to segment our users and personalize their experiences with the chat channel.