Empowering Businesses to Effortlessly Deploy and Manage Chat Bots
At Pypestream, our visionary enterprise goal was to empower our customers to build, deploy, and manage their own bots, eliminating the need for professional services. The challenge was substantial: how could we leverage the Pypestream platform to enable our business customers to meaningfully connect with their users?
My Role
Product Designer
User Researcher
Team
Product Manager
21→5 Steps
Our users were overjoyed to get their time back and be able to deploy their E2E solutions in 5 steps successfully.
↑4pt CSAT
The efficiency improvements went hand-in-hand with their overall satisfaction with the tool.
Recognizing Current State and Validating Assumptions
We began our journey with a comprehensive assessment of our product's current state, surveying all existing UX patterns and UI elements while pinpointing internal pain points.
Then, bringing real-world users into the fold, we assembled a focus group that mirrored our user personas. Through these interviews, we delved deeper into user needs and uncovered additional considerations.
Mapping the User Journey and Prioritizing Stories
We crafted a customer journey map from these illuminating discussions to spotlight critical friction points. We honed our user personas, categorized use cases, and built a matrix to prioritize user stories effectively.
Upon recognizing dependencies among user stories, we organized design sprints, streamlining our process for maximum efficiency.
Bringing Ideas to Life Through Iterative Design.
I spearheaded the market research and exploratory phases, sketching diverse options for the initial experience and gathering feedback from various teams. After several iterations, we converged on a design approach and refined our wireframes for initial usability testing.
Over a week, we engaged 10 internal users with specific tasks.
Using conferencing software to capture both screens and user reactions. We meticulously classified identified issues by severity, providing us with fresh user stories to prioritize based on urgency and dependencies.
Improvements:
Revolutionizing the User Experience with Non-Linear Navigation
Our findings revealed that the original single-page linear design, while suitable for bot creation, fell short for editing. I propelled a shift towards a non-linear experience, integrating a sidebar for effortless navigation through various steps.
Improvements:
Enabling Real-Time Bot Testing
We discovered that high versioning volume was often due to the inability to test a bot before deployment. In tandem with our new version control, we enabled users to test the bot flow and natural language processing within the same interface, enhancing the overall experience for solution designers.
Improvements:
Facilitating Collaboration with Version Management
We learned that our users often collaborated, making multiple edits to a bot before approval. To support this workflow, we pioneered a "draft" feature for iterative changes and introduced the ability to download previous bot versions.