InApp Chat
InApp Chat
Merging Google Dialogflow, IBM Watson, and Amazon Lex
Embedded Files
Project Overview
Project Overview
The problem | The Goal | My Role | Responsibilities
The problem | The Goal | My Role | Responsibilities
InApp Chat is a groundbreaking platform designed to revolutionize how chatbot owners integrate and manage multiple AI chatbots from leading providers like Google Dialogflow, IBM Watson, and Amazon Lex. By creating a unified 'super chatbot', the platform offers enhanced functionality and streamlined management in one interface, targeting chatbot developers, digital marketers, and customer service managers seeking to optimize chatbot interactions across various sectors.
Duration: Jan 2021 - Dec 2022 (24 months)
The problem:
The problem:
Chatbot owners faced challenges in managing multiple chatbots across different platforms, leading to inefficiencies and a disjointed user experience.
The Goal
The Goal
To develop a comprehensive backend platform with a user-friendly marketing website that enables seamless integration, management, and optimization of various AI chatbots, facilitating a more cohesive and powerful chatbot ecosystem.
My Role:
My Role:
UI/UX Designer
Responsibilities:
Responsibilities:
Leading user research initiatives to identify the needs and pain points of chatbot owners.
Developing personas and user journey maps to guide the design strategy.
Creating wireframes, mockups, and high-fidelity prototypes for both the backend platform and the marketing website.
Conducting usability studies to refine the UI/UX design based on user feedback.
Understanding the user
Understanding the user
User Research: Summary | Pain Points | Personas | Problem Statements | User Journey Maps
User Research: Summary | Pain Points | Personas | Problem Statements | User Journey Maps
User research: summary
User research: summary
Our research involved interviews and surveys with over 12 chatbot developers and managers, revealing that the primary challenge was not just managing multiple chatbots but also leveraging their collective capabilities effectively. Initially, we assumed technical integration would be the main concern; however, insights showed that ease of use and a unified analytics dashboard were equally critical for users.
User research: Pain points
User research: Pain points
Complexity in managing multiple chatbot platforms.
Lack of unified analytics to measure performance across chatbots.
Difficulty in optimizing chatbot responses from a central platform.
Accessibility issues in existing chatbot management tools.
Personas
Personas
Problem Statement
Problem Statement
Max, a digital marketing manager, needs a streamlined solution to integrate and manage multiple AI
chatbots to enhance customer engagement, due to the complexity and inefficiency of using disparate
platforms.
User Journey Map 1 - Max
User Journey Map 1 - Max
User Journey Map 2 - Lena
User Journey Map 2 - Lena
The design outputs
The design outputs
Design Systems UI Kit | Admin Panel UI
Design Systems UI Kit | Admin Panel UI
The client insisted to create directly High-fi UI
High-fi Admin Panel UI
Accessibilities Considerations
Accessibilities Considerations
Keyboard Navigation: Ensured the platform can be fully navigated using a keyboard for users with motor impairments.
Screen Reader Support: Made all content accessible to visually impaired users through screen readers.
Alternative Text for Images: Provided alternative text for all images and icons to ensure information is conveyed to screen reader users.
Going Forward
Going Forward
Take Aways | Next Steps
Take Aways | Next Steps
Take Aways
Take Aways
Impact
"InApp Chat has streamlined our chatbot
management process, making it incredibly easy
to deliver a cohesive customer experience across
platforms," shared Max, highlighting the
platform's effectiveness in solving a significant
industry pain point.
What I Learned
The project underscored the importance of
understanding the end-user's workflow and
challenges in depth. A successful design hinges
on the ability to translate complex functionalities
into an accessible and intuitive user experience.
Next Steps
Next Steps
Expand AI Integration: To include emerging AI chatbot services, ensuring InApp Chat remains at the forefront of technology.
Enhance Analytics Features: To offer more detailed insights and predictive analytics capabilities.
Iterate on User Feedback: To continuously refine the UI/UX design, ensuring the platform evolves with its users' needs.
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