Designing a chatbot directory. From user flows to an interactive prototype
++ Objective and context
With the emerge of chatbots, companies now have more opportunities to engage and interact with their customers. Chatbots can, among others, generate leads and provide conversations with relevant information to customer’s queries.
With this idea in mind, the question was “How might we help brands make chatbots easily discoverable for their customers on their mobile devices?”.
++ Designing a new service
A chatbot directory was designed as a service for brands to publish and promote chatbots to a wide audience. The directory would be available on Android Messages app so that users could search and initiate a conversation with a brand chatbot from their devices.
++ User experience design stages
User flows. They were created as a visual representation of the steps and interactions that users would need to take to access the service, customise it and discover a chatbot.
High-fidelity wireframes. The web experience would offer three main discovery strategies: free text search, categorised or structured search, and inspirational search. The high-fidelity wireframes showcase how those features would be depicted on the interface.
User testing with a clickable prototype. A prototype was built to gather feedback from users to better understand the preferred discovery approaches and identify new ones.
