Conversational AI and digital human for curtains
Overview
Conversational AI and digital human transforms the urban couple's home redecoration journey. Providing personalized recommendations, a try-and-buy feature, and curated mood boards, by ensures a seamless online-to-offline transition. This redefined experience seamlessly blends Conversational AI, design, and customer-centricity, enhancing the couple's quest for a stylish home.
Role
Lead Designer —
Conducting Design Thinking, UX and UI
Year: 2022-23
Hill/ Goal
Creating an end to end application to enhance the curtain-buying experience for urban couples through personalized recommendations and budget management assistance to reduce poor shopping decisions and tailored, enjoyable experiences to build lasting customer relationships.
Problem
Offline Store:
User are facing difficulties in finding and traveling to the experience center in their busy life.
Online:
Users face challenges in navigating the website, finding relevant information, and completing online purchases seamlessly, while also encountering difficulties transitioning between online and live customer support, highlighting the need for improved user education to enhance engagement and maximise benefits.
Conducted series of interviews and observations to understand the needs and pain points of both customers and retail staff.
Starting with Questions...
We created a list of ‘How Might We…’ questions to help us better align our user’s tasks and goals:
- How might we provide an experience that is engaging and valuable to our users?
- How might we allow them to access their most critical information through digital human virtual assistance?
- How might we provide a tailored experience that allows house owners to see what’s most important to them?
Card Sorting
Conducted a card sorting session involving both customers and retail staff members. The purpose of this activity was to assess the information architecture of platform's dashboard and determine which functionalities should remain, be relocated, or eliminated based on the perceived value they contributed.
User Journey
In order for a home owner to use digital human virtual assistance as a solution, they must embark on the following path:
Discover:
Understand thoughts, feelings, and behaviours
Explore:
Be motivated to user ideas
Browse:
Finding a product
Decide:
Look for potential solutions
Purchase:
Complete the transaction
Return:
Build trust with the user, turning it into a seamless transition to store and the online.
MVP
To validate these discoveries, a pop-up interface was crafted to enable user interaction with a digital human virtual assistant. This assistant serves as a sales representative, guiding users towards the appropriate products by providing insights into their look and feel, suggesting suitable color combinations, textures, and materials. Additionally, it assists in making informed choices, directs users to the nearest store, and ensures a seamless experience both online and offline.