OmniSynkAI
Spring Internship 2024
Role
Product Designer
Team
AI Chatbot
Duration
15 Weeks
Website
DTC Support in No Time: Simplify Your E-commerce with AskOmni
AskOmni is an AI-powered chatbot designed to streamline key aspects of e-commerce for direct-to-consumer (DTC) brands. It offers a suite of tools to help businesses build their websites, automate marketing efforts, and provide responsive customer support—all from one intuitive platform. Whether you’re setting up a new store or enhancing customer engagement, AskOmni is your smart assistant for faster, more efficient operations.
Problem
My role
While AI chatbots are largely useful, a small rate of failure can lead to user churn.
When a chatbot fails to provides incorrect responses, it disrupts the user’s journey, causing frustration and a lack of confidence in the system. Repeated failures may push users to abandon the chatbot altogether, preferring more reliable support channels.
Key Focus
Designing an AI chatbot for e-commerce involves ensuring the user journey is straightforward and efficient.
If the process becomes too complicated, users might abandon it. At the same time, clarity is essential so users understand their actions and feel confident using the chatbot. Our primary goal is to build trust and encourage users to rely on the chatbot for their needs, whether updating automations or retrieving information.
Solutions
Users approach chatbots with a wide variety of tasks, making it impractical to design for every possible scenario.
Instead, I focused on creating a flexible solution that allows the chatbot to use reusable design components. This approach maximizes the chatbot’s capabilities, enabling it to adapt to different user needs while maintaining a consistent experience. By leveraging modular design elements, we can cover a broad range of user requests, ensuring the chatbot remains effective and versatile without overwhelming the interface.
Why is this good for users?
This approach benefits users by making their interactions with the chatbot more seamless and efficient.
By minimizing unnecessary clicks and avoiding information overload, users can quickly accomplish their goals without frustration. The intuitive design and direct task completion within the chatbot window enhance the user experience, making it more likely that users will trust and embrace the chatbot.
What did I learned?
Designing user-facing experiences like a chatbot requires a deep understanding of how users form their expectations with AI.
It’s crucial to deliver a design that guides users toward the correct mental model, helping them understand the capabilities and limitations of the AI. By shaping the right mental model, we can align user expectations with what the chatbot can realistically offer, leading to more satisfying and efficient interactions. This involves clear communication, intuitive design patterns, and thoughtful handling of user requests, ensuring that users feel confident in navigating the chatbot experience.
I focus on minimizing unnecessary clicks and avoiding redirects to different pages. Users should be able to complete certain tasks directly within the chatbot window.
By enabling users to complete tasks directly within the chatbot window—such as updating information, checking order status, or making quick selections—we minimize disruptions and maintain the flow of the conversation.
How Might We
HMW enable users to easily accomplish their tasks through a chatbot interface?
Some of the queries I’ve worked on
B2B : AI Assistant
Update existing automation
For this scenario, I designed a solution for users who want to update their existing automations with the help of the AI chatbot. The chatbot displays the updated automation and provides a button linking to the full details. This approach allows users to quickly access the necessary information related to their recent action—the updated automation—while minimizing clicks and reducing information overload.
B2B : AI Assistant
Set up new automation
For this scenario, I designed a solution to display new automation by showing only the important information, which users can adjust directly from the chatbot window. This approach ensures a smooth user experience by avoiding interruptions and eliminating the need to redirect users to a different window to set up or adjust automations.
B2C : AI Assistant
Show Order Information
I designed a solution for B2C users by ensuring the requested information could be displayed directly within the chat window. This approach aimed to provide users with quick and easy access to their order details without the need for additional clicks or navigation to different pages.
To learn more about my experience on this project, please contact me directly at nutchamim@gmail.com
OmniSynkAI
OmniSynkAI offers AI-driven solutions to automate and streamline e-commerce workflows, using advanced technologies like natural language processing and multi-modal capabilities. The platform centralizes tasks, enabling users to manage everything seamlessly in one place.
I worked as Product Designer on the AI Chatbot Team.
During my internship on the chatbot team, I collaborated with a senior product designer to address practical conversational e-commerce challenges faced by users and businesses. I utilized my critical product thinking and design expertise to find effective solutions.
My responsibilities included conducting market research, brainstorming potential solutions, utilizing OmniSynkAI’s design system, and presenting detailed prototypes to stakeholders. Additionally, I extended my focus beyond the immediate project scope to balance both business objectives and user needs.
Beyond designing the core components that the AI chatbot uses to interact with users, I also considered common tasks and frequent requests. To streamline the user experience, I incorporated suggested questions and quick action prompts. This approach simplifies the user flow, offering guidance and reducing the effort needed to find answers. By anticipating common needs and presenting tailored suggestions, the chatbot can efficiently handle a wider range of inquiries, enhancing overall usability and user satisfaction.
