Project details
Category
Product Design
Project
Improving the user experience of an internal support chatbot
Context
Chatbot integrated into an internal IT portal, designed to handle simple requests and guide users to the appropriate services. Existing interface with limited visual flexibility and strong institutional constraints.
Problem
Users struggled to understand the chatbot’s actual role, capabilities, and limitations. The tone of voice and certain visual cues created unrealistic expectations, leading to mistrust and early abandonment.
Objectives
• Clarify the chatbot’s value proposition
• Improve user understanding from the first interaction
• Make the tool more approachable without changing its core functionalities
Approach
• Review of existing wording and microcopy
• Analysis of color usage and perceived tone
• Remote user testing in French and English
• Insight synthesis using Atomic Research
• Iterative refinements based on user feedback
Design Decisions
• Adjusted tone of voice to avoid over-promising “intelligent assistant” behavior
• Reworked entry messages to clearly state what the chatbot can and cannot do
• Refined color choices to move away from an overly institutional feel
• Simplified messaging to reduce cognitive load
Outcomes
• Improved understanding of the chatbot’s capabilities
• Reduced unrealistic user expectations
• Clearer and more reassuring user journey
• Qualitative improvements observed during user testing
Role
UX Designer / User research, usability testing, analysis, UX recommendations, wording and visual code refinement
