Project: Help assistant pitch
Client: Royal Mail
Company: EPAM
Date: August 2024
Skills used: Leading workshops, Wireframing & Prototyping, Usability testing, Requirement gathering, Stakeholder management, Content strategy
Intro:This project explored how AI and chat services could enhance the Help & Support section of the Royal Mail website. The aim was to streamline customer journeys by providing a more efficient, responsive way to access support, offering personalized assistance and reducing friction in finding solutions.
The problem: How can we provide users with the help and support they need at the moment they need it, without disrupting their current journey or forcing them to search and navigate away from their task?
Brief
The challenge was to provide users with the help and support they need exactly when and where they need it, without interrupting their current journey. The goal was to eliminate the need for users to search or navigate away from their tasks, ensuring a seamless and efficient experience on the Royal Mail website.
Competitor view
A brief overview of how AI agents are utilized across the web to assist customers, focusing on user interactions and how these solutions are integrated to enhance the user experience.
Wireframes
Exploring various ways an AI assistant could be integrated into the user journey, including options like AI video assistance, traditional chatbot windows, and embedding text-based support and nudges directly within the page content.
Telling the story
Building on the initial discovery, I selected key screens to showcase the technology and illustrate the user journey. A straw man was created to serve as a foundation for structuring the final presentation, helping align the UI designer with the vision for the project.
UI Design
Working with the UI designer to bring the initial wireframes to life.
Final presentation
Presenting the various ways an AI assistant could be integrated into the user journey, from AI video assistance to traditional chatbot windows, and embedding text-based support or nudges directly into the page content. This was presented to the client during a quarterly meeting, sparking excitement about new technology and fostering a lively discussion about potential future possibilities.
