introducing a chatbot 🤖
to the Spotify support page, using mixed methods
introducing a chatbot 🤖
to the Spotify support page, using mixed methods
⬇contact rate, 🔝Costumer statisfaction
⬇contact rate, 🔝Costumer statisfaction
With over 300 MAU (2020) users, you can imagine Spotify receives a tremendous amount of support requests every day. They wanted to lower this amount, while keeping the similar high quality of service and resolution rate by introducing a chatbot.
By using multiple research methods I guided the team step by step on where to put their focus.
From understanding the users' attitude towards different topics, to concrete flows, to design and interaction design.
🦉Helped the team develop more user centered (instead of technology first).
⏱️ A better customer satisfaction score then before the chatbot, since simple problems are quicker resolved.
A lot of this work falls under NDA, so I can not write or show as much as I would like to: but let's give it a go, since this has been one of my most succesful projects up to this date.
Between you and me, I was not really sure what to deliver on this project when starting. The team (6 people) working on this project was based in Cambridge, and were convinced that a chatbot would help them, but wasn't sure how to make it work. Instead of creating one big boom, I focussed on different rounds of research influencing the roadmap (and my own research) along the way: creating sparkles along the way ✨
Team: Kim
Method: Qualitative interviews (London)
Delivery: 5 info posters + presentation for the CS department
Team: Kim, UX writer
Method: Card sorting & qualitative interviews (Cambridge)
Delivery: 5 info posters + presentation for the CS department
Team: Kim, UX writer, CS rep, Digital support specialist
Method: Participatory design (London in UX lab)
Delivery: 3 info posters descibing the userflow (*learnings) + presentation for the CS department + socialising the results + next steps meeting
Team: Kim, designer, copywriter, CS rep, Digital support specialist, developers, PM
Method: usability testing + wizzard of ozz technique (London UX lab)
Delivery: insights poster + presentation for the CS department + socialising the results + concrete suggestions on what to improve
Team: Kim, designer, copywriter, CS rep, Digital support specialist, developers, PM
Method: usability testing + wizzard of ozz technique (London UX lab)
Delivery: posters + presentation for the CS department + 2 day workshop to create a final delivery that could be implemented (incl timeline)
As you might have noticed, the team (and impact) grew on the way. This team was new to UX research , and research by research more members wanted to partake in designing and observing the results. I am very proud of how I impacted the team over time, but also of all the positive feedback I have received: without my help the product would not have been as great as it is now.
Rome isn't build in one day, and neither is a chatbot. By running smaller rounds of research I could help the team design the whole roadmap. We for example pivoted and zoomed in after research round 2: making a clear impact on the roadmap (and results). Now looking back I wish I could run the research even faster (but that is easier said then done afterwards).
*Leaning on creating visuals: I created a quick and dirty visual to discuss with the team, before I shared out the nicely polished posters. That ugly visual has hunted me for another 2 years: the insights were so great that they were circling to the VP of CS and beyond. From now on there is WIP on my sketchy visuals to avoid this 😅