Designing for user needs in an Agile environment:

A Conversational AI Tool for CSM Managers

Role

Founding Designer - UX Research, UX and UI Design

Research Methods

Secondary research, interview, usability testing

Tools

Figma, Figjam, Adobe suite, paper pencil

Introduction

In the fast-paced world of early-stage startups, agility and user focus are paramount. This case study explores the design process for a Conversational AI platform, developed within a very early stage startup. Our primary goal was to create a user-friendly and effective MVP (Minimum Viable Product) that balanced the founder's vision with the needs of real customers and able to pitch a product in front of VCs.

AI Assisted, Human Perfected Conversationalist

Instant Knowledge Access

Reduce staff onboarding time from 9 months to 0

Challenges

The challenge lay in navigating the dynamic nature of a startup. With limited resources and the need to adapt quickly to new information, we adopted an iterative design approach that prioritized user feedback and continuous improvement. Through this process, we aimed to create a Conversational AI platform that addressed user pain points while staying true to the founder's core vision.

Business Goals

This project's primary business goals were to validate user demand for our Conversational AI platform and inform the direction of future development. By prioritizing user needs through research and design, we aimed to create a product with a strong market fit and a clear roadmap for success.

Two month count down for MVP

Embracing an agile approach, we dove into the project with a user-centric mindset. The iterative approach allowed us to constantly adapt and improve the design, leading to a solution that truly addressed the needs of both Success Managers and their customers.

Self-Directed Learning

The product required understanding CSM workflow, LLMs, and generative AI. To bridge the knowledge gap, I actively pursued online courses, read books, learnt from the internet and talking to like minded professionals.

I invested a lot of time diving into these resources to understand their capabilities and limitations. This knowledge enabled me to design features that were not only innovative but also technically feasible.

Quick Learner: Mastering New Tools on the Fly

Demonstrating adaptability and quick learning is crucial in the fast-paced world of design. When faced with an impending deadline for a company website launch coinciding with the CSM conference, I took the initiative to master Framer – a new tool to my arsenal. Within a week, I designed and implemented a website that aligned perfectly with our brand identity and messaging. This project showcased my ability to rapidly acquire new skills and deliver impactful results under pressure.

Sentiment check with informal interviews - some budget friendly research!

  • Time Management: CSMs are overwhelmed with tasks and want to optimize their time.

  • Real-Time Insights: There's a need for immediate understanding of customer sentiment and behavior.

  • Automation: Automating routine tasks is a priority to increase efficiency.

  • Data and Reporting: Access to accurate and actionable data is crucial for effective management.

  • Customer Health: Identifying and addressing customer issues proactively is essential.

Research Driving Product Development

For each feature that was developed, I conducted desk research to understand best practices, standards and user expectations. For instance, when designing the AI companion screen, I researched human reading speeds and optimal text length to ensure the prompts were effective and easy to follow.

Created a data-driven, AI-powered "Meeting Summary" feature that differentiated our product from competitors.

Conducted thorough market research and competitive analysis to identify feature gaps and opportunities within the meeting summary landscape. By meticulously examining competitor offerings, I developed a comprehensive feature matrix that served as a catalyst for brainstorming innovative solutions.

Information Architecture

Crafting a clear and intuitive navigation structure for the web app and product website was the first critical milestone for the project. It helped us understand the required user flows and all the elements of the project.

Branding

Purple was selected as the primary color palette as it often symbolizes creativity and wisdom, reflecting the AI's intelligent capabilities. The Montserrat font, known for its clean and modern look, complements the purple and forms the core typography.

Prototype

Learnings and Conclusion: A Journey of Growth and Impact

  • Agile is Adaptable: The 2-month timeframe demanded an agile approach, emphasizing rapid iteration and user feedback. This flexibility proved crucial in responding to evolving needs and ensuring the MVP remained relevant.

  • Collaboration is Key: The close collaboration with client stakeholders, back end and front end developers fostered a holistic understanding of the project, leading to a more cohesive and user-aligned solution.

  • User Empathy is Paramount: Placing user needs at the forefront of every design decision, from initial research to final iterations, was essential in creating an intuitive and impactful experience.

Next Steps: Taking the MVP to the Next Level

The MVP's success has paved the way for exciting new opportunities! This next step requires further refinement and development of the design, and I'm thrilled to be actively involved in this process.

My role in the next steps will focus on:

  • Enhancing User Experience: Based on user feedback and ongoing research, I will identify opportunities to further improve the user experience. This could involve refining user flows, optimizing interactions, and incorporating additional features based on evolving needs.

  • Collaborating with Stakeholders: I will continue to work closely with the client team, developers, and other stakeholders to ensure that design decisions align with overall product goals and competition requirements.

  • Crafting Compelling Presentations: I will contribute to developing engaging presentations and materials showcasing the design's value proposition and impact of the product for furture investors.

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