Tabnam - Conversational AI for User Feedbacl
Tabnam assists businesses by managing customer feedback and analyzing their data to identify areas for improvement, offering analytical insights to enhance overall user experience.
RESPONSIBILITIES
ROLE
DURATION
UX/UI Design
User research
UX Designer
8 months
As the founding designer at a startup, I led the end-to-end design of the dashboard and mobile app, guiding the full development process. This resulted in launching a beta product that improved conversion rates by 30% and achieved a customer satisfaction (CSAT) rate of over 90%.
Problem
Businesses struggle to obtain practical and seamless customer feedback, hindering their ability to improve their products effectively.
Solution
An AI-powered dashboard designed to collect valuable customer feedback through conversational AI, providing businesses with a platform to analyze the gathered data.
Process
To tackle this problem, I followed the steps outlined below. These steps weren't linear, and I iterated as needed, going back and forth as required.
Choose your desired cleaning service
Research
Use the Cleanic App for laundry pickup
Ideation
Leave us the keys and we'll take care of the rest
Design
Welcome back to your home clean home!
Test
First Step - Going through customer data
I began by delving into the existing data on client wants and needs, as well as insights gained from previous client interactions. This process helped me grasp what had already been developed and identify areas for further improvement. Working closely with the CEO, we analyzed these findings to uncover common themes in client requests and preferences, which informed our strategies for future development.
Completed a brief competitive analysis on other feedback management systems in the market
Common Themes
These themes emerged consistently from customer emails and conversations, whether in-person or over the phone
Overwelming amout of data
Many customers expressed that they find the amount of data overwhelming and prefer it to be categorized into distinct sections.
Security and Privacy Concerns
Customers expressed a desire for heightened security and privacy measures to protect sensitive or confidential information displayed on the dashboards
Data Customization
Customers expressed the need for increased customization options on the dashboard to cater to their specific requirements, like filtering through feedback or displaying only negative feedback to certain users.
Data Visualization
Certain customers requested enhanced data visualization, such as graphs and illustrations, to facilitate better comprehension of the data.
Creating a new process infused with AI to increase responsiveness and reduce human work
After mapping out the entire feedback process that business owners follow, I identified key steps where AI could automate and streamline tasks typically handled manually. This led to the development of the Conversational AI chatbot.
From there, I created a rough journey map to highlight gaps and areas where new user flows and interfaces needed to be designed.
Ideation
Brainstormed and came up with the site map to understand the user flow and what the design needs to account for. I divided it into four sub pages: Dashboard, Feedback, AI Chat, and Settings.
Ideated the potential layouts to look for a most efficient way to display information on the dashboard, the first page users see after logging in. To determine the most important information, I collaborated with the team and solicited user research and input on users’ priorities.
I brainstormed and came up with a wireframe for each key page. Specifically, I have categorized each insight section on type of complaints/praises the business would receive. Instead of generic titles like "Top Complaints", I made it into more personable recommendation system. For ex: for a restaurant business, the feedback card titles AI would process is "Favorite Ingredients", "Interior Improvements", etc.
Interactive Prototype
Dashboard becomes the first page users land on after they log in. They can easily navigate between 4 pages to find what they need. This new dashboard is highly received and loved by our users.
Final Design
Based on customer data and identifying common themes, I collaborate closely with the CEO and co-CEO to outline the key features required. I then begin iterating on various design concepts to showcase these features, seeking feedback from the engineering team, clients, and the product team. This iterative process allows me to refine the designs further until we arrive at the final version
Profile & Product
I set up a dedicated tab for our products, allowing customers to select which ones they want to display on their dashboard and specify the insights they're interested in. Additionally, the profile tab provides details on the account holder and enables them to edit their information.
User feedback
Featuring various subscription plans and option to change it.
Dashboard homepage
The dashboard allows clients to select one of their products and view both positive and negative reviews, along with the product's overall score and recommended actions. This feature empowers clients to address the question of 'how can we improve our product to meet our customers' needs.' By leveraging these insights and organizing customer feedback, clients can enhance their products and make more informed business decisions.
Prompting questions
If clients wish to delve deeper into a specific insight, they can access comprehensive details by clicking on the review table directly from the dashboard.
Mobile Design
Website Design
TESTING
Testing
In order to identify any design flaws, ensure functionality, and gather diverse user perspectives on the design, testing was conducted through interviews with users who interacted with the dashboard and chatbot. Here is the data we obtained from these interviews.
When testing with clients, I posed specific questions to ensure that the dashboard follow the following rules:
Useful: Could customers accomplish their intended tasks easily using the dashboard? Were all the features and tasks included, and could they be completed effortlessly?
Learnable: Can clients navigate and utilize the dashboard effectively without training? Are most of the parts and features intuitive enough for them to figure out on their own?
Reasonable: Can client accomplish their task with a reasonable amount of time and effort.
“I failed to discover or engage with the conversational AI feature due to difficulties in locating it. it wasn't easy to figure out. "
Client#1
"I have to take screenshots of the dashboard to share it with my team, which is not super convinient method of sharing. It is recommended to implement an easier way to share the dashboard with the team."
Client#2
“I love the The feedback section of the dashboard. It helps me to quickly see the user input and take actions apon it.
Client#3