Overview

UXPressia Academy is an online learning platform teaching skills for customer-centric industries. They currently offer a Customer Interview Chatbot that helps people practice interview techniques.

🏅Winner of the 2020 UX Hackathon Sketch App and UXpressia Challenge

  Goals
To understand educational chatbots and learn more about the users that might interact with UXPressia’s chatbot.
To redesign the onboarding flow, keeping in mind that users need to be encouraged to sign up as well as share to social media.
To give the chatbot a more defined persona
To improve the user’s experience using UXPressia’s chatbot

Analysis of the Original Chatbot Design

Strength

Friendly, motivational voice matches UXPressia Academy’s style and seems fitting for an educational chatbot
Straight forward, intuitive, easy to use
Buttons to choose answers are clear, straight forward, and easy to select

Weakness

Language errors and some awkward usage of English grammar

First time users aren’t prompted to log in or sign up for an account until after going through the 5 question quiz
When chatting, it’s impossible redirect the flow of the conversation with a message - we’re locked into answering questions
Lacking cookie cutter response for messages the chatbot doesn’t understand
Needs a name and defined personality
Make it more personal by asking for the user’s name and referring to them
They have an app but their website is not mobile friendly

Competitor Analysis

To get a better idea of how to improve UXPressia’s Customer Interview Chatbot, we looked into several educational chatbots.

We paid attention to:

How the chatbot presents itself and speaks
How the chatbot facilitates a smooth conversation
Use of colors and visuals
Best practices for onboarding
How quiz platforms approach right/wrong answers and social shares

View the full competitor analysis

User Survey

To get a better understanding of users past experience and perception on chatbots, we created two surveys based on those who have interacted with a chatbot and those who have never interacted with a chatbot.

What kinds of people would interact with the chatbot the most (or least)
How to encourage signing up for a UXPressia Academy account
Why people share products or experiences, and how to possibly optimize social media sharing of this chatbot
What personality would be expected from an educational chatbot
Whether people would want to learn about interviewing from a chatbot

View Survey

Chatbot Personality

Based on the survey results, it seems that people were more likely to interact with a chatbot that has a helpful, friendly and positive personality. Using this information, we decided to create a chatbot personality to create a more positive user experience.

Name and gender: We decided to name the chatbot Pressie to reference UXPressia. Pressie is gender neutral and meant to resonate with both male, female, and non-binary users.

Entity and icon: By giving the chatbot a “face” (profile icon) and defining its form (a robot), we’re developing a more unique presence and visual representation. Anthropomorphizing Pressie also makes it easier for users to connect with them.

Strong first impression: Pressie introduces themself right from the beginning with a cheerful greeting.

Personality: A kind, approachable robot, Pressie enjoys seeing people grow through the knowledge they gather.