Designing an AI Chatbot Studio — A UX Case Study of Arithmix AI
The Background
Arithmix is a customer interaction management platform that helps small/ medium businesses to communicate and connect with their customers. Arithmix’s goal is to create a platform that can be easily customizable by business owners or relevant staff with a minimal technical knowledge, but to create the best customer experiences. They wanted to achieve this with the help of AI, a trained model that is developed specially to enhance the e-commerce experience by providing more personalized shopping experience.
The Problem
Small and medium size businesses have a limited resources and knowledge to develop or buy and customize a chatbot platform. The cost of the services were way higher before launching Chat GPT and the affordable platforms are mostly limited in functionality and personalization, so the customers felt AI chatbots as talking to a machine and had a very unsatisfactory ____(bad/ untrustworthy feeling).
Goal
The Goal of Arithmix was to create a platform that users (Small/ medium business owners/ CX specialists/ marketing specialists) can easily customize a chatbot experience with a minimal technical knowledge, which is more human and user friendly and affordable at the same time.
My Role
I worked with the Arithmix as a Design consultant to help with the problem solving and the initial designs on, the conversational UI designs, Chat bot experience related to e commerce, insurance, and for customized web service, the Chatbot platform dashboard designs and the “AI Chatbot Designer” The Chatbot customization platform
Chatbot Designer Platform
This platform is created to help users to create a Chatbot by themselves with minimal help or technical knowledge. The application provided both chatbot user interface and the syncing of the live agent as well. Importantly created to provide the most easy and seamless e-commerce experience for the users.
Design Process
We followed the 5step design process to discover the problem and design for the right audience.
1. Empathize
Our objective was to create a seamless experience for the users who attempt to create chatbot by themselves. According to the initial researches most small and medium business users does not try to implement a chat experience in their websites due to below reasons.
1. Costs
2. Lack on technical knowledge
3. Lack of Marketing knowledge
4. Doesn’t know the importance of the help experience
We conducted further research through interviews and questionnaires, and created empathy maps and user personas to understand the users better.
2. Define
We clarify the problem for more clear and conscious statement. First we analyzed the gathered information from research interviews, questionnaires. Identify the core problems based on user needs and insights. Then formulated a problem statement that reflects the user perspective.
3. Ideate
I conducted ideation workshops using design thinking methods to generate a set of creative ideas and solutions. Conducted design sprint workshops to prototype and test ideas. We used several brainstorming methods like mind mapping, sketching, and storyboarding to visualize ideas. Then narrowed down the ideas to a manageable number.
With the ideas that are narrowed down, we discussed the solutions we can work with and draw the user flows considering the analyzed user data.
4. Prototype
In this stage we considered the finalized solutions and created wireframes with the user flows. This helped us to understand the overall flow and create an experience that can help the users.
Then Created UI designs with more details.
5. Test
We conducted a user testing session within the team and identified the gaps and user experience issues on the designs. Gather qualitative and quantitative feedback. We Iterate on the design, according to the feedback and refined the prototypes.
Conclusion
Our main goal was to create a better solution where all levels of users can create a chatbot for their businesses by themselves. It was challenging make that process easy and effortless. I believe we were able to create a delightful user experience for our users.