Jetpack is a startup that delivers consumer goods to students on college campuses in 15 minutes or less.
CONVERSATION FLOW & UX DESIGN
Companies hoping to bring a “personal” touch to their platforms have embraced the buzzing opportunity that chatbots provide. This was my first time designing for chatbots and while this is a somewhat new area of technology, the design process allowed me to more easily navigate this challenge. I was tasked with creating the conversational flow for the platform and exploring what tasks could be completed using a chatbot.
As our company already had a clear idea of our market, my first step was to create a "persona" and put a "face" to the chatbot I would be writing conversation for. The next step was to prototype the conversational flow based on this persona.
After prototyping on paper and testing with potential users, the next step was to create a higher fidelity prototype. After considering many prototyping tools, I chose motion AI, which offers a GUI for designers to draw a chatbot flow and test with SMS functionality. This prototype was intended to determine how much interaction could be facilitated by a bot and how much should be reserved for a native or web app. After testing the prototype, the team settled on leaving the location and payment steps out of the chatbot flow and instead using the text flow as a way to direct the user to a web app, which could facilitate these more complex exchanges.
With such a short window between order and delivery, clarity and constant information was vital. In creating the design for the web application, I wanted to ensure that the user always had a clear indication of their progress in the checkout process. To satisfy this need, I included a header showing both the steps completed and those that were upcoming. Another important concept was finding a way to show the user other products they might interested in based on what was in their cart. The final design includes a carousel of those products of interest containing a photo of each product, their respective prices, and a button to add to the cart.
While redesigning the Jetpack website, I focused on aligning its look with the benefit the company provides its consumers. One of the most intriguing aspects of Jetpack is that they promise to deliver consumer goods to college students in 15 minutes or less. Other companies like Amazon, who until recently could only boast an hour delivery time, are not able to compete with the pace of Jetpack’s product delivery. I wanted this aspect of Jetpack to be highlighted on the first screen the user saw. Adding a jet to that seemed to be an obvious choice given the company name and speed of delivery. It was also important to include a clear explanation of how the product works and how it would benefit the user.