Increase monthly usage by 600% using research insights

Designed the AI-powered Messaging to help customers resolve queries faster and improve brand-customer relationships

DATE June 2022 – Dec 2023

ROLE Product Designer

TEAM Genesys Digital Growth
3 Product Managers,
2 Engineering teams.

Messaging does ~ 25M conversations each month

Cobrowse’s monthly usage increases by 600%
Knowledge’s monthly usage increases by 400%
Usability error reduces by 95%
Customer retention rate increases by 96%

Success stories: Rabobank has 45% of questions answered by virtual assistants and gains 25% in productivity. Virginia Atlantic handles 220% more interactions, and 20% of contacts are resolved with bots.

PROBLEM

Customers are intolerant of friction in digital interactions

They demand accurate, relevant, and complete answers to their questions upon first contact – served up as painlessly as possible – so they can get back to what they were doing before the issue arose. Report by Forrester.

As a global CX leader, Genesys supports digital fluidity to meet customer needs and help strengthen brand–customer relationship.

SOLUTION 01

Leverage AI to surface relevant answers for self-service customers.

Rearchitect Knowledge on Web Messaging to introduce the accessible and AI-powered Answer Highlights flow.

Customers can find accurate and relevant answers from the first point of contact with brands. They give feedback about the accuracy and relevancy of the answer to help train the AI.

SOLUTION 02

Evolve the Cobrowse interaction for escalated conversations

Redesign the Cobrowse experience for adoption in both Voice and Chat conversations. Use research insights and iconography to improve usability by 95%.

Escalated from Voice

Escalated from Chat

The new cobrowse toolbar is sleek, responsive, and usable

I conducted usability research to validate the existing experience. Research insights were incorporated into the next iteration and shared with the cross-functional team.

SOLUTION 03

Introduce video chat as a high touch support

Incorporate video chat into Web Messaging in both web and mobile web for a seamless experience.

Adopt a mobile first approach

Building on lessons from the cobrowse toolbar, I adopted a mobile-first approach for video chat. I started with the smallest screen, the iPhone SE, and then adapt the design for larger devices.

SOLUTION 04

Make native mobile apps for messaging

Architect the whole conversational support experience for iOS and Android mobile devices so that it can be deployed in brands’ native apps.

Design for scalability and accessibility

Employ the correct unit for each operating system (sp and dp for Android, and point for iOS) so that the app works seamlessly across devices.

IMPACT

60% more clients are using Messaging each month

Genesys steadily and strongly enters the digital-first market. The aforementioned solutions have made Messaging very competitive and helped attract more clients. Each month, Messaging does approximately 25M conversations. Our customer retention rate is currently at ~95% monthly.

Success stories: Rabobank has 45% of questions answered by virtual assistants and gains 25% in productivity. Virginia Atlantic handles 220% more interactions, and 20% of contacts are resolved with bots.

Cobrowse’s monthly usage increases by 600%

Knowledge’s monthly usage increases by 400%
Usability error reduces by 95%

THOUGHT

Advocating design centered changes