LOOKS GREAT
ON ANY DEVICE.
I'm a paragraph. Click here to add your own text and edit me. I’m a great place for you to tell a story and let your users know a little more about you.
Problem
The web widget landscape was becoming cluttered, and more competitors arrived on a daily basis with new features to set themselves apart. Our goal was “Think out of the box” and completely re-imagine how a web widget experience should work and look like, without worrying about feasibility.
Web widget V2
Pypestreams customer service platform consisted of four core products. One of the four was their Web Widget which acted as universal chat portal for user to receive customer service from our company partners. As competition grew amongst web widgets, we needed to set ourselves apart. This project consisted of a fully responsive desktop experience via our custom built API. Below you can see my concept for V2 of our Web Widget.
Discovering the ideal customer service solution
Using our marketing teams updated end-user personas we found that people wanted a customer service solution that was reliable, flexible, proactive and most importantly fast.
Researching common usability trends
Doing the research, I found myself coming back to the same website over and over again… Google. Googles search platform has always been one of the easiest and user-friendly sites in the world. Some would even consider it to be the portal to the internet as we know it. Their formula was non-intimidating and straightforward to users. I aimed to replicate this feeling within my web widget V2 solution.
User journey flow and wireframes
When creating my user journey flow and wireframes, I wanted things to be as open-ended and flexible as possible to reflect the needs of the end users based on the revamped personas. I also wanted to reduce the amount of effort a business had to put in, to adopt our platform.
Taking design cues from Google
Keeping things simple I decided to follow in Google's footsteps directly. Providing users a simple text field where they could ask any customer service related questions their heart's desired.
Letting users control their own experience
Designing the search results page, I chose to show the user all of their options without overwhelming them. Providing them with several solutions to answer their questions: from chatting with bots, agents, and even scheduling calls. Lastly, I presented the users with other resources based on their search so that they could potentially fix the problem themselves.
Allowing businesses to reuse existing elements
Forcing companies to recreate web experiences through chatbots was troublesome. It often resulted in wasted time and poor end-user experiences. With this new version, I envisioned our widget as a companion to their already existing websites. We would allow them to use pre-existing web elements like product catalogs, account/settings pages and even sign up and login forms.