Webchat Widget Redesign Supercharges User Engagement
Botco.ai I 2021
OVERVIEW
Botco aims to optimize its widget, the key chatbot interface on customers' websites, for improved outcomes and user experience, seamlessly integrating with customers' brand identity and website design.
Learn more about Botco.ai
Why the redesign?
Businesses needed to boost chatbot interaction
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Customer success sought a means to boost chatbot interaction while aligning with our client's business objectives. This client-facing interface holds significant value for our customers, who also desire the widget to seamlessly integrate with their website.
My role
I single-handedly redesigned the widget, resulting in a 25% increase in product adoption. Additionally, I simplified the user experience for easier understanding and navigation.
Despite the time and cost constraints of a complete redesign, I explored 4 potential designs focused on user behavior, feature visibility, and adaptability.
Solution
Quick launch, Happy Customers
To quickly boost user engagement with a client-facing chatbot widget, we need a minimal-effort solution. This involves a design that aligns with the client's brand, works on all devices, and includes essential features like quick replies and rich media.
We explored various design options to determine the best fit.
After - Regular and Large widget
Before
RESEARCH
Before initiating the redesign of a chatbot, I undertook comprehensive market research. This involved gathering and analyzing information regarding the target audience, competitors, industry trends, and customer preferences.
Target Audience Insights
The chatbot caters to a diverse user base, with older users (aged 45+) valuing clarity and simplicity, while younger users prioritize speed and customization.
Competitive analysis
Competitor chatbots integrate with social media for seamless browsing-to-chat transitions and offer expanded widget functionalities like resizing chat windows, managing chat history, restarting chats, and rating responses.
Industry Trends
Multi-language support is crucial for global audiences and non-native speakers, while proactive engagement strategies like personalized notifications and timely reminders enhance user retention.
User Feedback
Users find the current chatbot frustrating due to its inability to handle complex inquiries and provide relevant responses. They seek additional self-service options such as FAQs, tutorials, and troubleshooting guides within the chat interface.
PROCESS
I initiated the process by generating various ideas for the chat widget, emphasizing our key priorities.
While some elements were considered for later stages, I integrated them into the design to anticipate their impact on future iterations.
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I began by crafting the interior of the widget. Users usually kick off their chatbot scripting by assembling sequences of "cards." These cards are enabled with prebuilt functions, streamlining the conversation-building process and enriching interactions with users.
Designs through the Process
Improvements
Minimize Instead of Close: Let users minimize the chat interface to keep conversations accessible without fully closing the window.
Larger Greeting Message: Display a bigger and customizable greeting message to boost engagement at the start of conversations.
Expand Media in Widget: Allow users to view images/videos in full within the chat interface for a comprehensive widget experience.
Hamburger Menu Navigation: Include a simplified hamburger menu icon for easy access to key functions during chats.
Clear Chat History: Ensure compliance with HIPAA privacy regulations by enabling users to clear chat history via a kebab menu.
View Chat History: Offer a dedicated button for expanding chat history, ensuring seamless review of previous conversations
What Else?
It wasn't just the widget's frame that needed improvement, the content inside was also clunky and outdated, requiring a complete overhaul to enhance both its appearance and functionality.
Takeaways
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Making features user-friendly is crucial, even for business clients.
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Feedback is essential for continuous improvement.
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Consumer feature insights give us a competitive edge.
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Simplifying user experience boosts productivity and customer satisfaction.
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Actively listening to feedback refines products and strengthens customer relationships.
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Small tweaks can significantly enhance usability, highlighting the value of empathy in design.