Case Study 1 – Ligia Pessotto

Ligia
Pessotto

May - June 2023

Chatbot Design

Designing a chatbot for a GLOBAL appliance manufacturer.

Emphasising the importance of privacy, this page provides a concise overview of the project. If you seek a more detailed portfolio, feel free to get in touch.

Chatbot Design

About the project

This company sought our expertise to craft the pathways for their inaugural chatbot, aiming to enhance the user experience during the purchase process and offer support for orders and service inquiries.

Teaming up with our design lead, we collaborated with the company to analyse their systems thoroughly. This analysis served as the foundation for mapping out and designing the initial chatbot decision tree and screens for this international enterprise headquartered in Vietnam.

Chatbot Design

Process

Designing chatbot pathways requires understanding customer journeys for purchase, order, and support. Identifying challenges and assessing system capabilities is essential.

Step 1

REMOTE WORKSHOPS

We grouped stakeholders with different expertise to help them to organise and understand the customer and business goals, processes, systems and service objectives.

Step 2

MAPPING THE CHATBOT DECISION TREE

Leveraging the outcomes of collaborative workshops with our client, I successfully mapped out the chatbot’s user pathways.

Step 3

BUILDING WIREFRAMES

I started with hand sketches and then used Figma to design five key screens, laying the foundation for wireframes and a components library.

Step 4

INTERACTION DESIGN

I dissected those five screens into individual components, providing developers with initial information to kickstart product development.

Digital Wireframes

The Project

Creating these five wireframes allowed us to kickstart the development of the Figma design library.

Lunch & Learn

I had the pleasure of facilitating a Lunch & Learn session with my team on chatbot design.

Emphasising the importance of privacy, this page provides a concise overview of the project. If you seek a more detailed portfolio, feel free to get in touch.

Client Feedback

Hi Rob, Ligia, I just wanted to say thank you again for the amazing work that you have supported us in the chatbot. I had a chance to present to the extended team today using both the figma and miroboard. The 2 files work well hand in hand and the decision tree is really thorough and very easy to talk through and show the thoughts that has been put in it. However, we are still sorting out the development part due to some internal IT changes. Cross fingers that we will see it showing up in Viet site soon! Best regards,....

Let's Connect

Thank you for visiting my website and taking the time to learn about my journey and passion for UX research. I look forward to connecting with you and collaborating on projects that make a meaningful impact.

ligia.pessotto@gmail.com