Client AI
Customizable AI chatbots that let small and medium-sized businesses answer their customers in seconds instead of hours.
Client AI helps small and medium-sized entrepreneurs speed up their customer service through customizable chatbots with built-in artificial intelligence.
The Problem.
Small businesses often face slow customer support due to limited resources, resulting in delays, lost sales, and frustrated customers.
The Goal.
Create an app that provides AI-powered chatbots to automate responses, improve efficiency, and enhance the customer experience.
Design Thinking.
The process I ran to get to a user-centered, and effective, solution.
Empathize
Define
Ideate
Prototype
Test
Research & Empathizing.
Interviews, surveys, user journey maps and empathy maps. The whole stage went on understanding the users — their pain points, their challenges, and what they actually needed.
Interviews and surveys
For what purpose have you used chatbots?
- Resolve doubts about a product or service52%
- Buy products13%
- Create an account13%
- Schedule an appointment11%
- Never used one / don't know11%
How satisfied are you with the experience of using chatbots to interact with companies, stores or services?
Have you ever felt frustrated by a chatbot malfunctioning?
- Many times40%
- Some times40%
- Never13%
- Never used one7%
Double Diamond Framework.
A widely used methodology for properly identifying a problem before developing an accurate solution — diverge to explore, converge to decide, twice over.
How Might We.
The HMW method reframes a problem statement as an invitation to solve it. It is the bridge between the Definition and the Ideation stages — the last thing the first diamond produces, and the first thing the second one needs.
How might we help micro-entrepreneursstreamline their customer service process with chatbots?Goal
Prototyping.
A low-fidelity prototype first, to settle the product's key interactions and its user flow. That first version was built to be tested — early enough that the feedback could still change it.
Information architecture
Low-fidelity wireframes
Testing.
Usability testing on real users, to find where the app got in their way. What came back changed the interactions — clarity and responsiveness first.
Unmoderated usability testing
Quantitative data
- Task success rates
- Time spent on each screen
- Device used for the test
- Heatmaps
Results per task
- Task 118 succeeded6 failed
- Task 210 succeeded2 failed4 of them quit
- Task 316 succeeded6 failed4 of them quit
Heatmap examples
UI Design.
With the testing behind it, the interface got its type, its palette and its interactive states — the pass that turns a tested flow into something worth looking at.
UI kit
Isotipo
Imagotipo
High-fidelity prototype
