Problem Statement
Creating a e-commerce chat bot for Jet's grocery offerings.
Role: Product Designer
Team: Creative Director, Product Designer (x2) and Copy writer
Why Do It?
01. It's Cyclical
People regularly buy groceries, which allows artificial intelligence to understand their recurring behaviors and habits. Millennial users specifically are digital natives and value efficiency. This creates a greater need to buy and reorder on the go.
02. It's becoming popular
30% of Millennials have purchased groceries online, according to a study of shopping preferences by Retale, a Chicago-based mobile shopping app. Jet Fresh has an opportunity to capitalize on its existing market by creating a fun and more efficient solution to grocery shopping.
03. It's a great opportunity to upsell
Fresh goods shoppers build larger baskets than dry goods grocery shoppers. Incentivizing mixed baskets will be key to both segments of the business. By creating a simple experience that is a dialogue between a shopper and a chat bot, the bot can learn to up-sell to the user in a more effective way.
How we did it
When building the prototype, we explored how a user could find the product they want without disrupting the conversation. We developed four ways for users to shop through the bot. They could either respond with 'yes' or 'no' to suggested products, ask for it directly, select from a tailored product carousel or navigate to a regular product listing and detail page.
The Introduction
In this introduction, Rosie teaches the user how they can interact with her -- either typing a request or selecting an option. For yes or no answers, the user can simply select a thumbs up or down emoji.
Tailored Product Suggestions
Rosie responds to basic commands such as "I need kale" and will serve up five different options in the form of a product tile to give the user a more tailored experience and let them easily add their desired product(s) to their bag.
Navigation, Product Listing and Product Detail Screens
We also integrated a way for the user to navigate and shop in a more recognizable e-commerce structure. The image on the left is the navigation, the middle is a full product listing page, and on the right is the product detail page. This format gives the user flexibility to explore and find the right products for their needs.
Product Listing Page
This page provides a quick and easy way for the user to explore and add products to their cart.
Checkout
Checkout is triggered when the user responds with phrases akin to "I don't need anything else" or if they say "I'm done."
Conclusion
We created this product mostly as a proof of concept for Jet Fresh to push the discussion of how we could innovate and set their services apart. Rosie uses technology similar to Google Home and Amazon's Alexa while allowing the user to shop more comfortably in the app. This work continues to be an on-going discussion.