Inspiration
Accessibility for Neurodivergent users is often overlooked, so we did an audit of the ELC website to look for areas that needed improvement. We found that there were issues with wayfinding, unpredictable outcomes, and controlling interactions that could make neurodivergent users feel intimidated or uncomfortable. We focused on the Live Chat feature to optimize its function in those areas.
What it does
A fully-functioning Virtual Chatbot can provide support with navigation, avoiding uncomfortable interactions, and providing predictable responses. It's also an opportunity to inject brand-specific personality into support interactions.
How we designed it
We created a voice and tone design for updating the virtual chat through looking at different beauty sites' chatbots, and through the use of a tone spectrum analysis.
Challenges we ran into
We were mindful of accommodating neurodivergent users without reducing access for users that just want to reach a live agent.
Accomplishments that we're proud of
We are proud of finding a tool that can give neurodivergent users more access to ELC beauty products.
What we learned
We learned that many users feel more comfortable sharing personal information with a virtual chatbot than with a potentially judgmental human.
What's next for Optimizing Virtual Chat for Neurodivergent Users
We would love the opportunity to add more content design to train and deploy a redesigned ELC virtual chatbot.
Built With
- chatbot
- tone
- voice
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