conversation design – Lucy Davis

I worked in a two person design team on a chatbot using conversational AI to help commuters with their everyday transport needs.
We worked to understand commuter pain points.
The most complex part of the design was a fully conversational journey planner.
The most delightful part of the design was a function that told passengers where to stand so that they could board the train near their seat.
I was responsible for writing the tests for a proprietary program to check we were providing the best possible customer service.
Commuters using the chatbot (on WhatsApp) expressed greater degrees of satisfaction with the train brand and perceived that they could carry out their desired action more quickly than using the phone or face to face contact.

People with temporary or permanent disabilities sometimes have difficulties with home deliveries because the driver doesn’t wait long enough for them to get to the door.
I designed a chatbot flow that allows people to ask the driver to give them more time to answer the door, while being sensitive to courier companies’ need to deliver as many parcels as efficiently as possible.
This functionality was only offered with one delivery carrier, so I also had to design to handle expectations when a parcel was not eligible for the service.
This was the first time this service was offered for online deliveries.

Tag: conversation design