Driving Digital Tranformation with Microsoft Business Applications

A bot for all your need?​

In the current online shopping landscape, you can find chatbots everywhere. Actually, you can find chatbots spanning multiple industries 😅. In this research project, we seek to uncover users’ current experiences with shopping chatbots via an online survey and use these insights to put together a prototype that then underwent a moderated usability test.

Scope

Usability testing, survey design, quantitative user research

Tools​

Figma / Surveymonkey/ usertesting.com

Timeline

1 month

Background

Our app “Shopy” is looking to add a chatbot feature. But before doing that, the product team decided they need to understand more about what users want out of a chatbot, and what painpoints they currently go through. This research project would be done in 3 phases

  • Discover phase
  • Design phase
  • Evaluation phase

Goals

  • Understand current painpoints users face when trying to get help while online shopping
  • Can we identify any patterns?
  • Determine which design features rank as most important to include within the prototype
  • How can we prioritize what to focus on first?
  • Evaluate the chatbot experience for any usability issues
  • Determine if there is anything missing users would like to see

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