Last Mile Delivery ChatBot User Journey

We recently worked on a Chatbot project for a last-mile delivery company.

There were multiple journeys and sub-journeys based on the option selected by users. The only way we could solve these multi journeys was by laying out the bigger picture to understand the journey and then map it based on the options.

The key, here again, was design thinking and how it can help solve complex challenges.

Understanding the domain and the problems users faced when they communicated with the bot was the key to getting the journey right. There was extensive back and forth with the stakeholders, PMs and the team to get the flow and language of the chatbot right. Boiling down the requirements to an extensive journey map along with a dash of UX copy, brought this chatbot user experience to life.