Enterprise Chatbot (Buddy) is a platform to consolidate all current and future internal and public chatbots in OCBC bank. With the proliferation of chatbots in recent years, each bot in the bank (knowledge bots, faq bots & customer service bots) is built on different platforms and technology. Having disparate platforms mean that knowledge bases are separated which makes it difficult to have a single OCBC bot to reuse knowledge assets. Meanwhile cost for maintain multiple chatbot platforms across the bank is escalating. Hence the objectives of this project is to create a single OCBC chatbot that consolidate all bots knowledge base.
My role as the Lead UI UX Designer for this project encompassed conceptualising and implementing a user-friendly design, conducting extensive A/B testing to determine the most effective journeys, and incorporating user feedback to continuously enhance the user experience. My aim was to ensure that the designs we regularly rolled out were intuitive while aligning with our bank’s vision and virtues.
Core Experience
The core experience encompasses a wide scope of the product such as back office, mobile app and desktop app etc. It shapes the user experience of the entire app, its navigation to various products, and overall affordances to create the most intuitive and seamless journeys for users. As we look towards the future, we are preparing to integrate upcoming products into our platform, ensuring that we continue to evolve and adapt to the changing needs of our users.
Product Vision
Business and product discussions and alignments resulted in the inspiration to push forward a design that is self sufficient and scalable to support the current and future load when various bots are introduced as part of enterprise architecture.
Creating the framework
To ensure allocation of the right amount of attention to each element in the home screen, we must first consider key areas and prioritise them based on mental models and use frequency.
Mental model – What users are used to see and interact from other chat robot? What they expect to find at where?
Frequency of use – How often do they use? How easy does this need to be accessed?
With priorities in place, we can then consider multiple ways to manage appearances and real estates of each, through visual cues, micro-interactions, interface simplifications and more.
Design
Visual Identity
The visual representation of Enterprise Chatbot (Buddy) serves as a consolidate of all other chat robots available in the bank. A corporate visual identity can help to establish product recognition. Design elements such as color, typography, imagery etc all play a role in creating a cohesive and recognisable visual identity. These elements work together to create a visual language that can be easily understood by the users.
A consistent visual identity also helps to create a sense of familiarity, which lead to increase product adoption. A consistent visual identity across all marketing materials and platforms such as marketing e-mailer, signage etc helps to establish a stronger Buddy presence and make it easy for employee across countries to recognise and remember it.
- The robot head logo style derived from chatbot/ robot, is applied to all design to ensure Buddy presence is recognise across its extension of products
- The icon is design to visually represent the what the portal do
- The icon maybe used for future app products such as Buddy merchandise (tshirt, tumbler, hat, etc)
A new Buddy chat dialogue box design – suited to user needs with a unified view of key features in one place.
Easily understanding of pro tips – a list of pro tips options to help users uncover new hidden features that might be helpful to users.
A new set of AI tools – buddy new ai tools is made accessible via the upload button where users can upload document, audio files, pdfs for buddy ai tools to do transcribe speech to text, translate document, or query document.
Journey and interactions
Employee insights revealed the design and journeys tested were easy and intuitive.
Success rate for completed key tasks were:
- Discover buddy tutorial (100%)
- Discover employee tenure (100%)
- Query a pdf document via buddy ai tools (100%)
- Transcribe an audio file via buddy ai tools (100%)