Project Carmine
Web hosting and domain provider
Provide technical support for common issues with domain names and websites
Showcase conversational language for technical exchanges
Demonstrate follow-through between interactions
User journey part 1
The user has a website for their small business. They need to make updates, but have forgotten their password because they don’t log in often.
User journey part 2
User was able to log in, change their password, and make the updates they needed. The next day, their customers are having trouble reaching the website. User thinks they might have broken something, but don’t know where to start troubleshooting.
The IVR can connect to their account and use their description of the problem to look for DNS issues. It explains the problem in a way that’s easy to understand, and suggests a straightforward fix that can be applied without the user’s intervention.
User journey part 3
The next day, the call center solution detects low traffic in the tech support queue. To keep the agents fully allocated, it identifies past interactions across all touchpoints that might need a follow-up. There’s an entry for this user’s last call - the IVR applied a fix but they needed to wait to find out if it worked.
Project Indigo
Food delivery platform
Proof of concept for a telephonic interface for a multinational food delivery platform
Open dialog and conversational interface for efficiency
Easygoing persona that resonates well with a wide range of informal-leaning brands
Assumptions:
Each supported restaurant to have a unique phone number
User account information provided in the mobile app, including payment methods, can be retrieved based on ANI
Restaurants to supply menu items and customization options, telephonic platform to supply the supporting infrastructure
