Refining our service bot for a customer-ready launch
Background
As we prepared to launch our new service texting bot, we needed to ensure the experience was intuitive, reliable, and aligned with customer expectations.
Through one-on-one usability sessions, I assessed engagement, task success, and key user flows—identifying friction points and unmet needs. Insights were translated into clear recommendations that shaped product enhancements and roadmap priorities for a successful launch.
My role:
Lead researcher
Impact:
+Successful launch with a 4.1 CSAT
Tools:
Lookback, UserInterviews
What usability issues were impacting bot engagement and success?
Challenges
Unclear user expectations around what the bot could and couldn’t do, leading to confusion and drop-off
Inconsistent flow logic and language patterns that made tasks like rescheduling or canceling difficult to complete
Lack of visibility into how real users interacted with the bot across different scenarios
Missed opportunities to streamline common tasks and improve overall satisfaction through better flow design