AI CHATBOT: PHASE 2
AI CHATBOT: PHASE 2
AI CHATBOT: PHASE 2
AI CHATBOT: PHASE 2
Role
Interaction Designer
Role
Interaction Designer
Role
Interaction Designer
Application
Website & Mobile
Application
Website & Mobile
Application
Website &
Mobile (Android)
Tools
Figma
Tools
Figma
Tools
Figma
Timeline
2 weeks
Timeline
2 weeks
Timeline
2 weeks
Enhancing the chatbot on the London Borough of Barking and Dagenham's (LBBD) website to streamline the user journey for the following services: green garden waste and reporting smoke and smell. This will replace the complicated GOSS forms with a more intuitive, single-point interaction. This digital-first, self-service solution will reduce user frustration by consolidating multiple pages and touchpoints into a seamless experience, enabling residents to achieve their goals quickly.
Enhancing the chatbot on the London Borough of Barking and Dagenham's (LBBD) website to streamline the user journey for the following services: green garden waste and reporting smoke and smell. This will replace the complicated GOSS forms with a more intuitive, single-point interaction. This digital-first, self-service solution will reduce user frustration by consolidating multiple pages and touchpoints into a seamless experience, enabling residents to achieve their goals quickly.
'No.1 Skincare Brand in Sephora US', Shiseido 2021
Tiffany Masterson identified 6 ingredients that left her skin irritated and inflamed, which she established as the Suspicious 6 - 'essential oils, drying alcohols, silicones, chemical sunscreens, fragrances/dyes, and SLS'. She founded Drunk Elephant, in 2012, on the philosophy that the line will formulate products with biocompatible ingredients that are healthy for the skin.
PROBLEM STATEMENT
PROBLEM STATEMENT
PROBLEM STATEMENT
The current system for managing green garden waste and reporting smoke and smell is through GOSS forms. The forms use a linear question structure that does not adapt to user-specific needs, resulting in a high likelihood of incomplete submissions. To address these issues, an enhanced AI chatbot solution is required to simplify interactions, provide clear guidance, and tailor the user journey to individual goals.
The current system for managing green garden waste and reporting smoke and smell is through GOSS forms. The forms use a linear question structure that does not adapt to user-specific needs, resulting in a high likelihood of incomplete submissions. To address these issues, an enhanced AI chatbot solution is required to simplify interactions, provide clear guidance, and tailor the user journey to individual goals.
The current system for managing green garden waste and reporting smoke and smell is through GOSS forms. The forms use a linear question structure that does not adapt to user-specific needs, resulting in a high likelihood of incomplete submissions. To address these issues, an enhanced AI chatbot solution is required to simplify interactions, provide clear guidance, and tailor the user journey to individual goals.
HYPOTHESIS
HYPOTHESIS
HYPOTHESIS
If an AI chatbot is available to residents enquiring about green waste collection , reporting smoke and smells, then residents can complete their submissions faster. Additionally, services will retrieve accurate information and provide quicker response times through a digital-first self-service approach.
If an AI chatbot is available to residents enquiring about green waste collection , reporting smoke and smells, then residents can complete their submissions faster. Additionally, services will retrieve accurate information and provide quicker response times through a digital-first self-service approach.
If an AI chatbot is available to residents enquiring about green waste collection , reporting smoke and smells, then residents can complete their submissions faster. Additionally, services will retrieve accurate information and provide quicker response times through a digital-first self-service approach.
MY DESIGN PROCESS
MY DESIGN PROCESS
MY DESIGN PROCESS
DISCOVER
DEFINE
IDEATE
PROTOTYPE
TEST
DISCOVER
DEFINE
IDEATE
PROTOTYPE
TEST
DISCOVER
DEFINE
IDEATE
PROTOTYPE
TEST
DISCOVER
DISCOVER
DISCOVER
GOSS FORMS
GOSS FORMS
GOSS FORMS
The GOSS forms lack conversational and interaction design. Their complicated structure and generic user flow are not intuitive to the user's response, resulting in incomplete submissions.
The GOSS forms lack conversational and interaction design. Their complicated structure and generic user flow are not intuitive to the user's response, resulting in incomplete submissions.
USER FLOW
USER FLOW
USER FLOW
It was essential to collaborate with stakeholders to gather the business requirements and establish clear user goals. The user flow shows how the user would interact with the AI chatbot and complete their goals. I also reviewed the user flow with developers to ensure API intergration.
It was essential to collaborate with stakeholders to gather the business requirements and establish clear user goals. The user flow shows how the user would interact with the AI chatbot and complete their goals. I also reviewed the user flow with developers to ensure API intergration.
After the discovery workshop, I created a user flow to illustrate the user journey and how they would achieve their goals.
After the discovery workshop, I created a user flow to illustrate the user journey and how they would achieve their goals.
IDEATION
IDEATION
IDEATION
CONVERSIONAL DESIGN
CONVERSIONAL DESIGN
CONVERSIONAL DESIGN
The prototypes showcase how residents will interact with the AI chatbot, using questions from the GOSS forms for context. The conversational flow will guide residents efficiently toward their desired outcomes as it ensures that the AI chatbot provides accurate and helpful responses for a seamless user experience.
The prototypes showcase how residents will interact with the AI chatbot, using questions from the GOSS forms for context. The conversational flow will guide residents efficiently toward their desired outcomes as it ensures that the AI chatbot provides accurate and helpful responses for a seamless user experience.
The prototypes showcase how residents will interact with the AI chatbot, using questions from the GOSS forms for context. The conversational flow will guide residents efficiently toward their desired outcomes as it ensures that the AI chatbot provides accurate and helpful responses for a seamless user experience.
The selected key images demonstrate how the AI chatbot will respond dynamically based on the user's answers.
The selected key images demonstrate how the AI chatbot will respond dynamically based on the user's answers.
ERROR MESSAGES
ERROR MESSAGES
ERROR MESSAGES
During a meeting with the developer, we identified that error messages were missing from the conversation flow. I designed alternative scenarios to ensure that the correct information is captured or the user can make another decision.
During a meeting with the developer, we identified that error messages were missing from the conversation flow. I designed alternative scenarios to ensure that the correct information is captured or the user can make another decision.
REPORT NOISE, SMOKE OR SMELLS
REPORT NOISE, SMOKE OR SMELLS
REPORT NOISE, SMOKE OR SMELLS
The final AI chatbot design for reporting noise, smoke or smells issues features an intuitive interaction that replaces open text address entry with a Barking and Dagenham postcode lookup, ensuring greater accuracy. It confirms details before proceeding to reduce incorrect information and minimise the need for follow-up assistance. Additionally, the chatbot promotes newsletter subscriptions by retrieving the resident's email addresses from their contact details, avoiding repeated data entry.
The final AI chatbot design for reporting noise, smoke or smells issues features an intuitive interaction that replaces open text address entry with a Barking and Dagenham postcode lookup, ensuring greater accuracy. It confirms details before proceeding to reduce incorrect information and minimise the need for follow-up assistance. Additionally, the chatbot promotes newsletter subscriptions by retrieving the resident's email addresses from their contact details, avoiding repeated data entry.
The final AI chatbot design for reporting noise, smoke or smells issues features an intuitive interaction that replaces open text address entry with a Barking and Dagenham postcode lookup, ensuring greater accuracy. It confirms details before proceeding to reduce incorrect information and minimise the need for follow-up assistance. Additionally, the chatbot promotes newsletter subscriptions by retrieving the resident's email addresses from their contact details, avoiding repeated data entry.
TEST
TEST
TEST
REFLECTION
REFLECTION
REFLECTION
This project has deepened my curiosity about the future of AI and its potential to transform how we interact with technology. API integration and conversational design can automate everyday tasks and streamline the user journey.
This project has deepened my curiosity about the future of AI and its potential to transform how we interact with technology. API integration and conversational design can automate everyday tasks and streamline the user journey.
Key Points
Key Points
Key Points
Include the needs of vulnerable users in the conversation design
Take into account how stakeholders will receive and utilise the resident data.
Consider Live-Chat integration with the Contact Centre
Include the needs of vulnerable users in the conversation design
Take into account how stakeholders will receive and utilise the resident data.
Consider Live-Chat integration with the Contact Centre
Next Steps
Next Steps
The project is currently on hold due to funding constraints.
I plan to gather user feedback during this period to identify areas for improvement.
Once funding is secured, the goal is to launch a mobile version
The project is currently on hold due to funding constraints.
I plan to gather user feedback during this period to identify areas for improvement.
Once funding is secured, the goal is to launch a mobile version