Zane Counseling

CX Automation for Zane Counseling

Designed an FAQ automation chatbot solution for a small health services organization at Sammamish, WA.

Organization

Zane Counseling

Role

UX Designer & Strategist

Skills

Project planning, Wireframing, UX Design

Tools

MS Excel, Canva, Figma, Freshdesk,

User Research

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Project Scope

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Ideation

Notes from client meetings on current challenges

Ideating the main components of the user flow

Prototyping

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First step of the user flow mapped out

The chatbot is designed for new and potential clients with Zane Counseling, existing clients are directed to reach out with their questions to a secure email server to ensure HIPAA-compliance.

Second step of the user flow mapped out

The chatbot then displays frequently asked question topics for potential clients of Zane Counseling, which retrieve a set of pre-defined, canned responses.

Third step of the user flow mapped out

If none of the pre-displayed questions/topics correspond to the user's query, typing is enabled to allow the user to type out their query to the chatbot. These questions are then stored to inform future iterations of the chatbot's flows and NLP responses.

Production

Screenshot of the chatbot on the live website of Zane Counseling

GM

Gautam Malyala