Salesforce Conversational AI
Salesforce Conversational AI
Salesforce Conversational AI
Designing trustworthy and Human-Centric Chatbot Experience
Designing trustworthy and Human-Centric Chatbot Experience
Designing trustworthy and Human-Centric Chatbot Experience
Type
Type
Type
Industry Sponsored Project
Industry Sponsored Project
Industry
Sponsored Project
Role
Role
Role
UX Designer
UX Researcher
Facilitator
Character Design & Illustration
UX Designer
UX Researcher
Facilitator
Character Design & Illustration
UX Designer
UX Researcher
Facilitator
Industry
Industry
Industry
Cloud Based CRM
Cloud Based CRM
Cloud Based CRM
Duration
Duration
Duration
4 Months
4 Months
4 Months
Tools
Tools
Tools
Figma
FigJam
Procreate
ChatGPT (Simulation Research)
Figma
FigJam
Procreate
ChatGPT (Simulation Research)
Figma
FigJam
Procreate
ChatGPT (Simulation Research)
Collaborated with 9 cross-functional members and 2 industry experts from Salesforce’s UX team.
Collaborated with 9cross-functional members and
2 industry experts from Salesforce’s UX team.
Problem Statement & Goals
Problem Statement & Goals
Imagine Emma, a small business owner, landing on Salesforce’s website. She's greeted with a sea of products, jargon, and unclear directions. Frustrated, she clicks the chatbot—but instead of help, she gets generic replies and a push to contact sales.
Imagine Emma, a small business owner, landing on Salesforce’s website. She's greeted with a sea of products, jargon, and unclear directions. Frustrated, she clicks the chatbot—but instead of help, she gets generic replies and a push to contact sales.
We Wanted to change that!
We Wanted to change that!
To help users like Emma, we set out to..
To help users like Emma, we set out to..
Create personalized, context-aware interactions that feel human
Create personalized, context-aware
interactions that feel human
Improve product exploration with intelligent suggestions and comparisons.
Improve product exploration with intelligent
suggestions and comparisons.
Build a trustworthy chatbot that increases engagement without overwhelming the user.
Build a trustworthy chatbot that increases
engagement without overwhelming the user.
Personality and Tone
Personality and Tone
Personality and Tone
Fin (they/them)
Fin (they/them)
Fin (they/them)
Representative of Salesforce AI Chatbot.
Representative of Salesforce AI Chatbot.
Representative of Salesforce AI Chatbot.
Curious
Curious
Curious
Engaging
Engaging
Engaging
Result oriented
Result oriented
Result oriented
Encouraging
Encouraging
Encouraging
Initiator
Initiator
Initiator
and more
and more
and more
Product Comparison and Timeline
Product Comparison and Timeline
Product Comparison and Timeline
Behavioral Trigger: Clarifying Questions
Behavioral Trigger: Clarifying Questions
Behavioral Trigger: Clarifying Questions
Our findings from user tests suggested that people are more likely to interact with a chatbot which engages in a natural conversation and assists them in the process.
Our findings from user tests suggested that people are more likely to interact with a chatbot which engages in a natural conversation and assists them in the process.
Our findings from user tests suggested that people are more likely to interact with a chatbot which engages in a natural conversation and assists them in the process.
Behavioral Trigger: Suggestive Prompts
Behavioral Trigger: Suggestive Prompts
Behavioral Trigger: Suggestive Prompts
Reflections
Reflections
Reflections
Challenges & Lessons
Challenges & Lessons
Challenges & Lessons
Managing Team Collaboration: Breaking into smaller sub-groups improved efficiency in a nine-member team.
Empathy & Stakeholder Communication: Weekly feedback sessions improved chatbot refinement.
Balancing Guidance & Autonomy: Finding the right balance between assisting users and allowing independent exploration.
Managing Team Collaboration: Breaking into smaller sub-groups improved efficiency in a nine-member team.
Empathy & Stakeholder Communication: Weekly feedback sessions improved chatbot refinement.
Balancing Guidance & Autonomy: Finding the right balance between assisting users and allowing independent exploration.
Managing Team Collaboration: Breaking into smaller sub-groups improved efficiency in a nine-member team.
Empathy & Stakeholder Communication: Weekly feedback sessions improved chatbot refinement.
Balancing Guidance & Autonomy: Finding the right balance between assisting users and allowing independent exploration.
Impact & Outcome
Impact & Outcome
Impact & Outcome
Enhanced engagement through a thoughtfully designed chatbot personality.
Reduced friction in product discovery with guided recommendations.
Improved chatbot usability by addressing key pain points in navigation and conversation clarity.
Enhanced engagement through a thoughtfully designed chatbot personality.
Reduced friction in product discovery with guided recommendations.
Improved chatbot usability by addressing key pain points in navigation and conversation clarity.
Enhanced engagement through a thoughtfully designed chatbot personality.
Reduced friction in product discovery with guided recommendations.
Improved chatbot usability by addressing key pain points in navigation and conversation clarity.
Let’s connect and create great products together
Let’s connect and create great products together
Let's connect and contribute to better experiences!
Let's connect and contribute to better experiences!