Product Design | Conversational UX
Oct 2024
Insurance policies can be overwhelming for employees, and HR teams often bear the brunt of answering repetitive queries. Traditional customer support methods are time-consuming, and navigating dense policy documents frustrates users, delaying resolutions.
To create an AI-powered chatbot that acts as an HR sidekick, reducing the burden on HR teams while providing employees with instant, accurate, and conversational answers.
Magic Bot, the smart assistant designed to simplify benefits and insurance queries by offering:
Research & Insights:
- Conducted interviews with HR professionals to understand the volume and type of queries they receive.
- Identified employee pain points, including difficulty interpreting policy documents and long response times.
Conversational UX Design:
- Crafted user-centric conversation flows, ensuring the bot felt approachable and human-like.
- Designed fallback options and escalation paths for complex queries requiring HR intervention.
- Focused on clear, concise, and empathetic communication to build trust
Testing & Iteration:
- Conducted usability testing with employees to assess conversational flows and response accuracy.
- Iterated based on feedback to improve engagement and ensure alignment with user needs.
Magic Bot demonstrated the power of AI as a supportive tool for HR teams. It reinforced the importance of designing conversational flows that balance professionalism with approachability, making AI a seamless part of the team.