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Salesforce

Tools

Role

Research Methods

Year

Miro

Figma

Google Docs

Google Meet

UX Researcher

UX Writer

UX Designer

User Research/Interview

Usability Testing

2024

About

Designing a collection of interaction patterns that provide the customer with a personalized, context-aware, intelligent chatbot (Einstein Assistant) experience while guiding the customer through a personalized product discovery process on the Salesforce Website.

Project Goal

How might we design a human-centered AI chatbot experience for small businesses using the Salesforce website for the first time with specific focus on product discovery?

Chatbot Personality and Tone

Designing the chatbot’s personality and tone, basing them on how the customer seems to want to interact with the chatbot (with insights based on what web page the customer is currently visiting).

Characteristics

Sociable

Result-oriented

Curious

Engaging

Adventurous

Encouraging

Takes initiative

Identifying Problems and Creating a solution

Endless Scrolling: Timeline

How do we help users navigate through different sections within the lengthy chatbot conversation, and retrieve needed information more easily?

Users can keep track of chatbot conversation based on topics of entries. And jump to specific section to find relevant responses they need.

Ineffective Product Discovery: Suggestive Prompts, Product Comparison, Clarifying Questions

How might we simplify product discovery and recalling past interactions to ease decision-making?

How might we assist users in writing prompts to get the most relevant and accurate information?

Pushing to Contact Sales Repeatedly

How might we introduce agent support without disrupting the self-service experience?

How might we re-engage users during inactivity?

How might we design the chatbot to prompt users for clarification or elaboration?

Figma

Miro

Google Meet

Google Docs

2024

Year

About

Designing a collection of interaction patterns that provide the customer with a personalized, context-aware, intelligent chatbot (Einstein Assistant) experience while guiding the customer through a personalized product discovery process on the Salesforce Website.

How might we design a human-centered AI chatbot experience for small businesses using the Salesforce website for the first time with specific focus on product discovery?

Project Goal

Salesforce

Salesforce

Tools

Tools

Role

UX Researcher

UX Writer

UX Designer

User Research/Interview

Usability Testing

Research Methods

Characteristics

Sociable, Result-oriented, Curious, Engaging, Adventurous, Encouraging, Takes initiative

How do we help users navigate through different sections within the lengthy chatbot conversation, and retrieve needed information more easily?

Users can keep track of chatbot conversation based on topics of entries. And jump to specific section to find relevant responses they need.

Endless Scrolling: Timeline

Identifying Problems and Creating a solution

Designing the chatbot’s personality and tone, basing them on how the customer seems to want to interact with the chatbot (with insights based on what web page the customer is currently visiting).

Pushing to Contact Sales Repeatedly

Chatbot Personality and Tone

How might we introduce agent support without disrupting the self-service experience?

How might we re-engage users during inactivity?

How might we design the chatbot to prompt users for clarification or elaboration?