Product Designer, USA

Building a Context Aware and Personalised Experience through behavioral triggers and tools

Improving Product Discovery and Retention for Einstein AI Chatbot

High Level Goal

Designing a human-centered AI chatbot experience for businesses using the Salesforce website with a specific focus on product discovery.

Months of UX Research

Collaborative Sessions

15+

Major Critique Sessions

Over 2

Rounds of User Testing

Multiple

I led a team of 8 Designers & Researchers to collaborate with Salesforce Team over the span of 4 months

which led us to address 4 key issues

Endless Scrolling of Chat

Repeated Push to Contact

Robotic Tone & Personality

Ineffective Product Discovery

and this was the result

Comparing Products & Timeline
Users expect the chatbot to simplify product discovery with quick, decision-aiding information and provide easy access to relevant details, minimizing the need to scroll.

💡 Designed to Solve
Lost Track of Conversation
Issues of Visual Hierarchy
Need of going Back'n'forth
Findings from user tests suggested that people are more likely to interact with a chatbot which engages in a natural conversation and assists them in the process.
Clarifying Questions
💡 Designed to Solve
Insufficient User Input
One Worded Entries
User Ambiguity of Chatbot's Capability
Users need assurance that their chat and shared content remain accessible while browsing. Chatbot redirection enables dynamic product searches across the website.
Chatbot Redirection
💡 Designed to Solve
Fear of Losing Links
Ambiguity of what happens when chatbot is closed
Need of using both Simultaneously
Designed 4 Behvioural Trigger Mechanisms,
3 Features and a Chabot Personality!
Complete Case Study
And more.