MARINE LAYER - CUSTOMER SERVICE CHATBOT PROTOTYPE
Marine Layer is an apparel retail startup committed to bringing the softest clothes to the world. I partnered with the company on a capstone project for a product bootcamp I attended in San Francisco. I created a high fidelity prototype in Sketch and InVision to provide customer service via chatbot.
What problem was I trying to solve?
- Long wait times/no response to email for customers with a customer service inquiry
- Frustration in tracking and return experience
- No status of sold out items
For Marine Layer:
- Understaffed customer support
- Marine Layer customer support is only available through email and behind that email is a single employee whose job is part customer service and part operations.
What did I design?
I created a high fidelity prototype in Sketch and InVision to provide customer service via chatbot in Facebook Messenger or other messaging platform. For my capstone, we were asked to make a MVP prototype with explanation of future features based on user stories.
For the MVP, I included the following features:
- Track and order
- Return an item
- Request sold out item
- Speak to a human
Future features included:
- Messages to users when an order has shipped/been delivered
- Messages to users when sold out item is in store/online
Discoverability was apparent as users are provided with a clickable list of all features. The idea was to show users what the chatbot could do and be able to do these functions quickly and easily.
Should a user type a command not listed, they would be prompted to connect with a human. Their query would be routed to customer service staff, who could reply within messenger.