Chatbot App for United Nations
United Nations is looking to develop a mobile app aimed to help its employees to navigate the internal system better. Currently, the staff members of the United Nations are utilizing a directory file to navigate and find the respective office that they wish to contact. UN would like to build a native mobile chatbot application as a pilot product for providing help and assistance to teams on the ground in all member countries around the world.
Client:
United Nations
Tool:
Axure RP
Adobe Photoshop
Duration:
2 Weeks
Category:
Prototype
*Partial project details are removed due to client privacy protection
Project Objective
The main objective is to create a clickable prototype of a mobile application that incorporates chatbot functionality.
My Role
Research
Information Architecture
Chatbot Programming
Prototyping
Prototype
Chat with Toby
Findings from Research
Users:
- The average age of staff in the organizations ranges from 42.6 years to 48.9 years.
- A significant number of users in that demographic would prefer a traditional catalog / directory-style information search system, as opposed to a chatbot.
- Ground staff will be accessing the application around the globe, using preferred languages.
Features:
- Majority of the mobile apps offer their service through both iOS and Android platforms.
- About 60% of similar apps have learning modules.
- Live chat feature is necessary especially for urgent situations.
- Localization – the app should offer six UN’s official languages. The app needs to be accessible.
Sitemap
Designing the Chatbot App
My key design focuses are:
- Streamlined onboarding experience
- Dual directory systems
- Live support chat option for emergency
- Localization and accessibility
Streamlined Onboarding Experience
- Experience customization.
- Offer anonymous login option to users to protect privacy.
Dual Directory
- AI-enabled chatbot assistant that can direct users to the respective office based on requests and tasks.
- Traditional style office directory menu designed for conventional search and navigation.
Live Chat Support
When experiencing an emergency, neither chatbot nor directory is the best solution to offer prompt solutions. So I decided to include a Live Support channel for the users who seek immediate attention. In order to eliminate unnecessary traffic for the live help staff, I also included a pop-up lightbox to double-check with the users before going into the chat screen.
Localization and Accessibility
When experiencing an emergency, neither chatbot nor directory is the best solution to offer prompt solutions. So I decided to include a Live Support channel for the users who seek immediate attention. In order to eliminate unnecessary traffic for the live help staff, I also included a pop-up lightbox to double-check with the users before going into the chat screen.
Chatbot Design
Chatfuel is a live chatbot building platform designed for Facebook messenger. In our case, we used Chatfuel to build our AI-enabled chatbot “Toby” for demonstration purposes. We started with mapping out the chat flow logic with a chatbot user flow diagram, then moved on to building out key chat scripts before we started building in Chatfuel. The last step was enriching the AI keywords and conversation flow to mimic natural human conversations.
Our chatbot’s feature includes:
- AI natural conversation and basic speech/keyword identification
- 9 issues directory
- UN key office directory
- Process directory
- Live chat support for urgent conditions
- Expandable learning modules
- Other chatbot basic functions
Interactive Prototype
Click on the image to open the Axure Prototype
