Fintech chatbot

Tiger Brokers, a popular trading platform. They sought to create a new Help Centre and implement an AI-powered in-app chatbot to enhance customer support. The main objective was to provide users with easily accessible and efficient support options while streamlining the customer service process.

Inefficient Support: Users experienced slow response times and delays when seeking assistance, resulting in dissatisfaction.

Lack of User Resources: There was a scarcity of self-help resources, making it difficult for users to find answers to common questions independently.

Growing User Base: As the user base expanded, the existing support channels became overwhelmed, increasing the need for scalable support solutions.

Business did not automate any support: With the growing power of artificial intelligence, it has become time for the business to leverage it to grow further.

After sitting down with head of sales, product and marketing we developed some goals for the project. It was important to us that customers did not have to leave the tiger Broker's ecosystem.

Reduce support cost by 15%

Reduce support tickets by 20%

Increase satisfaction regarding 20%

Interviews and Insights: I conducted five interviews with staff and five interviews with customers. I also analysed customer service data to identify common issues and queries. Following this, I held an affinity mapping session to draw key insights from the findings. Competitive analysis: Studied 7 other trading Australian based platforms and financial apps to identify best practices in support and AI chatbots and their web and app based help centre's.

Information architecture: The help centre featured many pages, and it was imperative to connect them correctly to each group to avoid confusion. I coordinated with support, product, and marketing teams to get sign-off for this part of the process.

User flows: After mapping out the information architecture for the web-based help centre, I created a user flow for the in-app chatbot. This flow highlighted when to escalate issues to support staff and supervisors.

Wireframes: I rapidly iterated on multiple wireframes to explore various design possibilities, enabling me to identify and refine the optimal solution based on user feedback and usability testing.