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.
About the Project
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UX Researcher
UX Writer
UX Designer
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Salesforce
UX Research · UX Writing · UX Designer
Goal: 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).
Chatbot Personality and Tone
To explore different types of responses/personality, we narrowed down to either Co-pilot or ChatGPT. While Salesforce's AI chatbot may not possess the extensive knowledge base of generative AI, we aimed to assess participants' responses to its personality and tone. Co-pilot and ChatGPT allow us to personalize the personality and tone. However, Co-pilot provided different answers every single time, and we wanted some consistency, especially since we have to test on multiple participants and analyze the different responses of the participants. Thus, we went with ChatGPT which provided consistent responses.
We input 3 different personality types; fun/joy personality, formal personality, and empathetic personality. We are looking to observe our participants on:
Which tone and personality do users appreciate or seem to like?
Which tone and personality welcomes new users better, and which users find more engaging?
Which tone and personality seems to communicate information better? Do tone and personality have an effect on the efficacy of communication?
Which tone and personality is appreciated in trouble-shooting/problem-solving scenarios?
Who do people imagine they’re “talking” to?
User Research with ChatGPT
After conducting 16 user research, we identified several personality traits that users appreciate in a chatbot designed for professional environments. Users value a chatbot that is detail-oriented, offering clear and precise information while guiding them through processes with structured, step-by-step instructions. They prefer a chatbot that avoids jargon unless explicitly requested, making it accessible for all experience levels. The chatbot should be opinionated in a conclusive way, providing actionable insights only after understanding the specific needs of the business context. Users also appreciate a chatbot that proactively offers suggestions and directions, facilitating smooth workflows and next steps. A formal tone, free of emojis, is preferred to maintain professionalism. Additionally, users seek a chatbot that takes initiative by anticipating needs, shows sympathy for user challenges, and remains curious and communicative to ensure clarity. Being result-oriented with a focus on retention is essential, as this demonstrates a commitment to both immediate support and long-term user satisfaction.
Finalised Personality Traits Through User Research
These are some of the sketches we made for the context aware chatbot. There are 6 sketches that we focus on:
Just looking or existing user
Personalizing prompts
Product comparisons
Timeline feature
Clarifying questions
Product comparison
Initial Design Iteration and Feedback
After conducting 16 user research, we identified several personality traits that users appreciate in a chatbot designed for professional environments. Users value a chatbot that is detail-oriented, offering clear and precise information while guiding them through processes with structured, step-by-step instructions. They prefer a chatbot that avoids jargon unless explicitly requested, making it accessible for all experience levels. The chatbot should be opinionated in a conclusive way, providing actionable insights only after understanding the specific needs of the business context. Users also appreciate a chatbot that proactively offers suggestions and directions, facilitating smooth workflows and next steps. A formal tone, free of emojis, is preferred to maintain professionalism. Additionally, users seek a chatbot that takes initiative by anticipating needs, shows sympathy for user challenges, and remains curious and communicative to ensure clarity. Being result-oriented with a focus on retention is essential, as this demonstrates a commitment to both immediate support and long-term user satisfaction.
Design Iteration (after midterm critique)
Users backspacing their response
User being away for a while
User reframed their question thrice
Contact me
I’m seeking a collaborative role on a team dedicated to using technology and design to improve lives.