Experiences

Intro

Experiences are a conversational cloud solution that my team and I have developed. This project has been an incredible opportunity for me to work alongside talented individuals and put my skills to the test. In just one month, we were able to create an innovative product utilizing the latest AI technology.

In just a short period of time, we've seen incredible results with over 5,000 users and more than 400 customers exploring our beta. It's been amazing to see such positive feedback from our customers and we're excited to continue improving our product to meet their needs.

5k+

Monthly users

400+

Beta customers

50k

Messages sent though channels

19%

Conversion rate

Context

Infobip, renowned for its range of software-as-a-service (SaaS) products, acknowledges the potential of these individual solutions to deliver outstanding outcomes. However, a challenge persists - these offerings exist independently, often lacking a cohesive connection despite their inherent compatibility. This scenario can lead to fragmented customer experiences and missed opportunities for holistic engagement.

Empathising with customers

Interviews

In pursuit of a finely-tailored solution, we conducted in-depth interviews with a diverse group of 20 individuals, strategically divided into two distinct categories. Ten participants embodied the buyer persona, representing those who would directly benefit from utilizing the AI assistant. On the other hand, the remaining ten represented the customer persona, pivotal in the setup and integration of this innovative assistant.

With a keen focus on the Brazilian market, these interviews formed a vital foundation for understanding localized needs, challenges, and aspirations. The outcomes were richly detailed personas, reflecting the multifaceted nuances of our target users. These personas, distinct in their requirements and expectations, became the guiding stars that illuminated our path forward.

Personas

For this transformative project, we embarked on a journey of discovery, with a keen focus on the dynamic Brazilian market. Our exploration led us to a pivotal realization: the power of WhatsApp (WA) as a communication channel for businesses. Recognizing the unique needs of smaller and medium-sized companies, we honed our attention on this vital segment. This deliberate approach led us to define two distinctive personas, each capturing the essence of our target audience.

Meet Fabio, the Chief Marketing Officer of a luxury eyeglasses brand. Fabio's goals align with customer lifetime value enhancement, efficient customer support management, and creating an unparalleled customer experience that stands out amidst competition. Swift results and seamless integration with existing tools are key to Fabio's vision.

Then, there's Valentina, an accomplished interior designer and a prime representative of our buyer persona. Valentina's journey intersects with the luxury eyeglasses market. Her quest revolves around personalized marketing and brand recommendations tailored to her browsing history. Additionally, she seeks a responsive customer service team, cementing the importance of genuine support.

Through these personas, we've not only captured the diverse spectrum of our audience but also highlighted the pressing need for a solution that aligns with their aspirations and challenges. Our journey of discovery has not only illuminated the path forward but also invigorated our commitment to crafting a product that addresses these distinct personas and, by extension, transforms the wider market landscape.

Definition

Company's problem statement

This initial step laid a solid groundwork for the design thinking process, ensuring alignment between our efforts and the genuine challenges faced by the company and its customers. By crafting a precise problem statement, we established a focal point that guided our design journey.

Goals for first release: POC

Our decision-making process for what to build followed a clear path. Initially, we focused on creating a Proof of Concept (POC) where users could upload files. We then processed this data to craft an intelligent assistant powered by AI. This assistant was designed to smartly answer user questions using the data. Additionally, we ensured that the assistant collected user feedback, making it an interactive and learning tool. This approach combined data processing, AI, and user engagement to create a well-rounded product concept.

User flows

Metrics

PRIORITY

Increase adoption of product by 8%

Achieved by Q1 2024

PRIORITY

Post-interaction surveys indicated an average user satisfaction rating of 4.2 out of 5.

Achieved by Q1 2024

PRIORITY

30% of users expressed interest in exploring the full product after engaging with the POC.

Achieved by Q1 2024

LOWER PRIORITY

85% of users successfully uploaded files.

Achieved by Q1 2024

LOWER PRIORITY

Intelligent assistant achieved an accuracy rate of 90% in answering user queries.

Achieved by Q1 2024

Outcome for POC release

a) Ready-made templates

One significant outcome we achieved was the implementation of ready-made journey templates, designed to accelerate our customers' workflows. Our diverse selection of AI-enhanced templates caters to various industries and unique use cases. Users can easily select a template aligning with their objectives and customize it to precisely meet their needs. This approach streamlines project initiation, enhances efficiency, and delivers impactful results.

b) Trained generative AI

We harnessed the power of advanced generative AI technology to create personalized conversational journeys explicitly tailored to customers' business and customer requirements. Our AI-driven features guarantee dynamic and relevant interactions that genuinely engage the audience.

c) Seamless integrations

For this project, we also consider the seamless integration of our customers' existing technology stack and connections into their journeys, achievable with just a few clicks. This ensures faster journey creation and orchestration while providing a cohesive view of our customers' customer experience.

d) Effortless and guided interface

For this project, we also consider our customers' needs. Our interface will be their co-pilot, providing guided steps and useful prompts throughout their journey creation. Customers can accelerate their process using our four-step guided journey builder, making the transition from creation to deployment effortless and seamless.

e) Analytics and optimization

Our customers gain valuable insights into their conversational journeys with our robust analytics and reporting capabilities. They can track user behavior, measure performance metrics, and identify areas for improvement. With data-driven insights at their fingertips, they can continuously optimize their conversational experiences, resulting in better outcomes and delivering exceptional customer satisfaction.

Let’s create something great together