Avis Mobile Chatbot
for Avis Budget Group
Challenge
Make the chatbot experience seamless and transparent.
It was important to ensure that there was no confusion as to "who" the user was chatting with. With that in mind, we created a Chatbot experience visually clearly different than the Live Chat one.
Goal
Decrease Live Agent call load.
Based on FAQ content, the Chatbot aims to solve basic user problems before they need to contact a Live Agent.
My role
Research, Design, Leadership.
Led the UX process that included Stakeholder management, planning and scheduling.
Delivered all visual designs (icons and styling) and UX artifacts (information architecture, wireframes, and prototypes).
Context
Avis hired Photon to help them design their Mobile Chatbot. With parts of the App developed in-house and others done by Avis, it was crucial that we work with both teams to ensure that all deliverables were cross-functional.
01
Designing the Chatbot icon
Our Approach
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Set the right expectations
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Follow Conventions and Avis design system
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Give it "Personality"
02
Validating the Icon Placement
Running a quick usability study.
As is often the case, not every stakeholder always agrees with design decisions and options.
Running a short usability allowed us to quickly align the whole team and ensure the best user experience.
03
Hero Flows and UI Design
The final UI was very much guided by best practices and Avis's design system.
We carefully crafted micro-animation to ensure a seamless transition to a Live Agent, and provide a consistent experience through the whole of Avis's chat experience.
