Shop Your Way Chatbot
Conversational UI for customer service.
Design by Erin Lang (Art Director at Shop Your Way)
Shop Your Way is an online marketplace and rewards program where members can shop with a large network of retail partners, play sweepstakes, earn points to use on future purchases or redeem for gift cards. With innovation and customer service in mind, the business is introducing a chatbot feature to our .com platform.
Challenge:
How might we create a chatbot that helps members achieve their goals and keep them engaged so they continue to use it.
The chatbot is still in it’s early stages but I conducted a design sprint with a small team to initiate discussion about the problem we want to solve and test a solution before investing in all our time and effort in building out the product.
Design Sprint
Facilitated a week-long design sprint using Jake Knapp’s Design Sprint handbook and AJ&Smart’s updates with Design Sprint 2.0
Finding Alignment
During a roundtable discussion of everyone’s roles, expertise related to the service and how they would like the chatbot to affect the business, I asked the participants to reframe the issues and concerns they heard into problem questions (How Might We statements).
Using these HMW statements and a voting system we were able to align on key challenges as a foundation to build momentum in on the first day of our sprint.
Concept Sketching
The team had a full day ideation using activities like Lighting Demos where they present a few real world products that provides similar service to what we’re trying to accomplish.
We then had some fun doodling ideas on our own and to flush out a favorite idea with a Crazy-8’s exercise. Using all these tools, we were able to end Day 1 with everyone creating a 3-page storyboard for a solution to our challenge.
User Test Flow & Storyboard
The Decider of the sprint selected the best solution and with everyone’s input on the user flow, we were able to create a storyboard to prototype on Day 3.
Prototype
On Day 3 of the Design Sprint, my UX partner and I created a clickable prototype mimicking the flow of the chatbot as best we could and incorporating ideas for engagement and solutions to services that Shop Your Way provides the members.
Remote User Testing conducted on Day 4 of the Design Sprint
User Testing
We scheduled five testers to confirm or deny our solutions to our challenge. Due to technical difficulties we were only able to test two users so far, thus extending our sprint another 1-2 days. However, this gives us an opportunity to refine and iterate our prototype for a better experience on our next round of tests.
Next Steps
We are set to continue user testing on Monday then analyze the tests and create a report to share with the organization.