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Recommendation
"Noel showed his true talent and UX grit was during the major new feature ‘Chatbots’. He guided this project design from beginning to end, showing his ability to pivot and work within technical constraints time and again. He had endless touch points with stakeholders to ensure the designs were on track and were meeting expectations. The 6 month project was his main focus during that time but he also found time to contribute to the team on smaller initiatives and team building exercises.
When the Chatbots project was launched to the general public, it saw strong adoption rates and very low customer complaints. The Chatbots project stands out as a huge success to the company and represents a waypoint on which to set future project metrics."
–Andrew M.
Head of User Experience, SharpSpring
When the Chatbots project was launched to the general public, it saw strong adoption rates and very low customer complaints. The Chatbots project stands out as a huge success to the company and represents a waypoint on which to set future project metrics."
–Andrew M.
Head of User Experience, SharpSpring
Project Overview
The chatbot feature was intended to provide and improve the customer experience between the customers product and the audience. The chatbot will have the ability to capture warm leads around the clock and funnel the data accordantly as specified by the user. The Chatbot can serve as automation for QA, Sales, Customer Service and many more applications.
The Problem
The problem we faced was that we had six months to execute this feature. We did not have an existing pattern or background regarding whether to buy something, rent something, or integrate with a third party, and we needed to learn how to create this dynamic chatbot from scratch, which the user could leverage on their website or mobile phone.
Project Role
I was the UX lead designer for the Chatbot feature and worked hand-in-hand with my product manager to conduct competitive research analysis and provide recommendations regarding purchasing or building something from scratch for this feature. After determining we would make the chatbot, I had countless touchpoints with my CEO, stakeholders, design team, and engineers to learn how to leverage the SharpSpring machine learning model.
Goals
The goal was to create and design a plan for a working Chatbot for beta within six months. It would be released to a small audience to test, validate, and provide time for ideation for a better user experience.
Proposed Solution
The proposed solution was to create a three-step modal that would allow us to collect the correct amount of information that would help us to be able to specify the domain-specific area in the domain, and also allow us to understand if this was going to be for everyone a new visitor, returning visitor, or a lead in a specific pipeline or just a customer with a particular value. In the final step, the idea was to customize your chatbot. The user will be able to skin visually and apply brand colors or a logo, so it will feel native to the website or the mobile website on the phone.
The Chatbot feature release allows deeper integration into SharpSpring CRM. I designed the Chatbot feature for desktop and mobile customer experience out of the box. I utilized the current existing patterns of the CRM Visual Workflow Builder that customers are familiar with to provide a seamless new feature and increase a higher adaptivity rate.
The Chatbot feature release allows deeper integration into SharpSpring CRM. I designed the Chatbot feature for desktop and mobile customer experience out of the box. I utilized the current existing patterns of the CRM Visual Workflow Builder that customers are familiar with to provide a seamless new feature and increase a higher adaptivity rate.
Outcome
The Chatbot feature was realized as planned, received overwhelmingly positive support from the community, and has made a positive difference in SharpSpring's long-term strategy and product roadmap.
