All case studies
Team
Web bot, Admin User
Role
UX Engineer / Senior Product Designer
Date
August 2019 - January 2021
Preview
https://landbot.io/
Shaping Conversational Interfaces at Landbot.io
At Landbot.io, I took on a dynamic role as a Product Designer, leading a team of two in redefining how users interact with chatbots.
The Challenge:
My work centered on defining the builder, enhancing bot functionalities, and driving feature discovery, all aimed at creating seamless and engaging user experiences.
With a hands-on approach, I developed prototypes to rigorously test ideas and validate hypotheses through user feedback, ensuring our solutions were not only innovative but also grounded in real-world usability.
This experience honed my ability to bridge the gap between design and technology, fostering collaboration across teams and delivering impactful results.
By prioritizing user-centric design, I was able to contribute to solutions that truly resonate with users, driving engagement and satisfaction in a rapidly evolving landscape.
Audience reach: 5,000 - 20,000 DAU
Company Size: 5 teams, 45-60 employees
Building the Bot Builder: A Data-Driven, User-Centered Journey
Creating the bot builder at Landbot.io was an exciting challenge that combined data analytics with a user-centered design approach. As a Product Designer, my goal was to develop an intuitive interface that empowered users to craft their conversational experiences effortlessly.
We began with extensive user research, leveraging data analytics to identify pain points and behaviors. This insight informed our design principles, guiding us to prioritize simplicity and accessibility. Our vision included a drag-and-drop interface that allowed users to assemble conversation flows without coding.
Collaboration was crucial; we established a feedback loop with developers and product managers, conducting design sprints to prototype features. A standout was the visual flowchart that displayed conversation paths, enabling users to visualize interactions easily. By integrating user feedback and analytics into each iteration, we created a product that met needs and provided insights into usage patterns, reinforcing the importance of merging data-driven decisions with user-centered design for impactful solutions.
What needed to be improved:
The way users with no coding skill build bots.
Business Goals:
Provide the best experience to non-technical users to create bots through a visual, intuitive interface.
Key Metrics:
Time To Build, User Activation Rate, Reduction in support tickets.
Problem-solution - The Bot:
Crafting a Tailored Ecosystem
Developing the customizable design features for Landbot's web bot was a pivotal aspect of our product evolution. To ensure we met user needs, we engaged directly with our clients through a series of structured UX techniques, including interviews and focus groups. These sessions were invaluable, providing insights into their requirements and preferences.
Through this collaborative approach, we identified key features that would enhance the bot's functionality and aesthetic appeal. Clients expressed a desire for flexibility in customizing their bots, so we prioritized options that allowed for easy branding and personalization. This included customizable templates, color schemes, and the ability to integrate multimedia elements.
Armed with these insights, we created a comprehensive ecosystem that supported users in designing their bots. Our iterative design process incorporated client feedback at every stage, allowing us to refine the features continuously. By focusing on user-centric design and leveraging client input, we ensured that our bot design capabilities not only aligned with user expectations but also empowered them to create engaging, brand-consistent conversational experiences.
What needed to be improved:
The existing web bot design lacked customization options and flexibility.
Business Goals:
Provide users with tools to personalize and configure their bot’s design easily.
Key Metrics:
Customization Adoption Rate, User Satisfaction Score, Reduction in support tickets
Integrations and Beyond
I played a pivotal role across various facets of the project, from developing components within the design system to implementing Storybook for streamlined design practices.
My contributions extended to enhancing product integrations, where I delved deep into the APIs of various external products. This hands-on experience not only enriched our ecosystem but also enabled seamless interoperability, allowing us to leverage third-party functionalities effectively.
By bridging design and technical implementation, I ensured that our solutions were not only visually compelling but also robust and adaptable, ultimately driving user satisfaction and product performance.
What needed to be improved:
Seamless integrations with third-party tools to enhance Landbot capabilities.
Business Goals:
Expand the platform’s functionality by integrating with key external services and APIs.
Key Metrics:
Customization Adoption Rate, User Satisfaction Score, Reduction in support tickets
