Matt Houdyk | UX Designer | Melbourne, Victoria | 0401 260 685
The problem
Greater Western Water was formed through the merger of two companies - one of which had online chat functionality and one that did not.
While the new company was forming and building a single digital presence, internal policies, skills and systems were still seperate. This presented a challenge in getting customers to the right information or support in a seamless manner.
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Chatbot
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Stakeholder upskilling
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Process mapping
Discovery
Using my deep understanding of the chat functionality already in place, I led a series of process mapping workshops with stakeholders across the legacy businesses.
During these workshops we uncovered skills gaps, unaligned technology and potential painpoints customers might experience with the chat functionality in a merged organisation.
With a short to medium term outlook, we explored different routing options to ensure customers reached information and support relevant to their type of account and geographic location.
The solution
I spearheaded chat functionality training for staff and designed a chatbot concierge to efficiently direct users to relevant information or contacts.
Through user research, we crafted language and routing paths for the chatbot layer based on how users describe their account type and location. This solution was implemented in time for the launch of the merged business, streamlining user support and minimising potential cost impacts from duplicated customer contacts.