Industry Project
Industry Project is a 24-hour cross-disciplinary collaboration presented by one of BrainStation’s visiting industry partners.
Representatives from Shopify presented a Problem Space to teams, which are made of members from UXUI Design, Data Science and Web Developers, to create a unique solution for.
Objectives
Problem Space
How can Shopify use its ecosystem to help lower the barrier to entrepreneurship in new regions, demographics, and business sectors?
Secondary Research
Establishing questions to research to better understand the direction of the type of solution that our team is going to solve for. We wanted to understand more about what are some of the most common issues that arise for entrepreneurs. The most common was the customer relations aspect.
How Might We
How Might We find a method to increase efficiency of customer support for small to medium sized e-commerce stores to grow their business?
Goals
The Facts
Therefore
Persona
Creating a Persona in order to envision what a business owners perspective would be while navigating being an e-commerce store through Shopify. It allows for valuable insight for the team in order to solve for the problem space and move towards a viable solution.
A Customer Support Solution: Chatbot
Importance of Chatbots
Chatbots are not a new concept, and they are not new to Shopify. The idea however of collating data on each individuals e-commerce store and the requests that are presented through the customer service questions, can give merchants more data on information that is being inquired about. By learning what the majority of customers are inquiring about, can lend to fixing errors in their store so that it not only reduces same issues arising, but also allow for the chatbots to have more pre-recorded responses, for common tickets, thus eliminating the time spent of the merchant answering the same questions.
Being able to collect data on frequently asked questions allows the customer to keep their privacy, but also allow for analytics to develop and aid the merchants in other aspects of their business that will be valuable for growing their store and brand. As stated, good customer relations and being able to cater to the customer will lead to more revenue and an overall positive experience for both parties. By updating and integrating a better operating system, users on both sides, reduction of customer service tickets for merchants to manually answer will allow for less barriers on the side of the entrepreneur.
UI Inspiration
Chatbot Inspiration
Dashboard Inspiration
UXUI Designer Aspects
Customer Facing
Merchant Facing
UI Library
Type Scale
Iconography
Brand Colour Guidelines
Word Mark
Shadow Style
The Data Scientist on the team took care of the information about AI chatbot development, and how the remodelling of the chatbots operate, and once the interface designed by the UXUI Designers was complete the Web Developers took over to program the design.
