UI Experiment: Transforming Customer Support Engagement with Talkie

This case study delves into a UI experiment focused on enhancing customer support engagement through a customer-facing chat bot interface. Leveraging inspiration from Patagonia's website, I designed a prototype that showcased a seamless interaction with Talkie, a fictional customer support live chat app.

UI Experiment: Transforming Customer Support Engagement with Talkie

This case study delves into a UI experiment focused on enhancing customer support engagement through a customer-facing chat bot interface. Leveraging inspiration from Patagonia's website, I designed a prototype that showcased a seamless interaction with Talkie, a fictional customer support live chat app. This endeavor aligned with the provided brief, highlighting the importance of a user-centered approach.

Role

UI Design

Interaction Design

Tools

Figma

Timeline

2 weeks

High Fidelity Prototype

I embarked on the challenge of translating lo-fidelity wireframes into a functional hi-fidelity prototype. Taking cues from Patagonia's website, I harnessed its visual appeal to design the home page layout. Subsequently, I curated the customer-facing chat bot interface, allowing users to experience the interaction with Talkie from their perspective. The chat box prominently displayed the actual website's brand name and conveyed its association with Talkie, amplifying the user's engagement with the platform.

User-Centric Implications:

By simulating the customer's experience of interacting with the Talkie-powered chat bot, I addressed the requirements of experienced customer support teams, as outlined in the provided brief. The "powered by Talkie" message underscored the integration of the chat bot within the live website environment, enhancing the messaging and inbox ticketing experience sought by customer support teams.

Skill Application:

The case study closely adhered to the brief's objective of rapidly practicing auto layout skills in Figma to create a hi-fidelity live messaging experience for Talkie. Through this experiment, I demonstrated how a thoughtful UI design could bridge the gap between a user-centric interface and business goals, as well as underline the importance of seamless customer interactions in the realm of customer support.