Chatbot Celebrations

• Elena – Product Owner
• Marco – Senior Dialog Developer
• Alina – Junior Content Designer
• Stefano – Analytics
• Daniele – Front End Developer
• Matteo – Back & Front End Developer
• Stefano – UI Designer
• Irina – UX Research Lead
• Simone – Senior UX & Design Lead 👈

We used the Triple Diamond flow (Research, Ideation, Prototyping&Testing) together with a Participatory Design approach that included designers, developers, and project managers from the beginning.

According to the team, the resources, and the constraints I made a plan for about 13 “one-week” Sprints.

Behavioral Analytics

We analyzed bot conversations to identify a cluster of users that would be likely to appreciate this interaction. The bot is mainly a support channel and most of them start a conversation because they need to solve a problem.

We identified a statistically relevant sample of users and we discovered that 36% of them start a conversation to ask for new offers and 9% for info about the loyalty program. The remainder 55% had more delicate issues (about the line or the payments).

We deep-dived about the first cluster of users and we discovered that they had a higher Frequency of Use, and their TNPS was higher by an average of 10 points.

Benchmark

We benchmarked celebration UXs on chatbots, online tools, and websites. We got inspiration about the tone of voice, the interaction, the context, and the proposition.

Design Pillars

After the research, we converged on this list of agreements of our design:

• we will provide this experience only to “safe” users that have no line/payment issues ongoing. These clusters will not see the celebration and will have direct access to live agents
• we will design a playful interaction that will end with a prize for the user
• the interaction will be as easy and fast as possible
• Celebration interactions don’t need to be perceived as the main feature of TOBi. It needs to be recognized as the main support entry point by the Vodafone customer base

User Journey Mapping Workshop

We organized a cross-functional workshop to map the user journey, empathize with users and find opportunities, and design agreements about the final experience.

Brainstorming Workshop

Then we organized a brainstorming workshop with the Product Team to deep-dive chatbot gaming interactions.

Concept

We design a collection of quiz challenges between chatbot users. Each challenge will be associated with a celebration. It could be a holiday, an anniversary, depending on the calendar.

Each challenge will have both winning and a consolation prize. It will be possible to follow the results of the other players and save a reminder for the next challenge.

The prizes will be a discount on an offer or a bonus related to the official loyalty program.

UX-UI Design

Do you like my portfolio?
Drop me an email at poli.simone09@gmail.com or hit me up on LinkedIn. I will be happy to talk about it together.