Challenge
How could we allow for an increase in OpenAI chatbot engagement?
Business Goal
Increase registrations on Upwork
platform via a more conversational
OpenAI chatbot
User Goal
Provide logged-out visitors with an easier, more conversational way of learning about Upwork via an OpenAI chatbot
LoFi Design Explorations
This project required rapid design explorations as we sought to release an updated AI chatbot for immediate release as part of V2 of our Beta test.
Option 2: “Push the page down”
Bold takeover above the fold
Pros
Easier for users to notice, appears on load
Chat takes the full focus of the user
Full page takeover is a common pattern to other chatbots
No changes to rest of content on the homepage
Cons
Potential complexity above the fold as we may need to include CL vs. FL buttons to start the conversation
Too much of a statement, or potentially the issue of banner blindness
Additional Areas of Focus
From additional research and iteration, the team focused in on the user journey, noticing that our customers lack the ability to start the conversation over if they desire to context-switch. Additionally, we had very little insight into how helpful the chatbot was in answering customer questions. In order to observe if the chatbot is providing value we would need to implement a method of feedback to train and improve the overall experience.
Current Updates for AI Chatbot
Customers seeking to get started on Upwork oftentimes have difficulty doing so. As we learned from the initial release of this OpenAI chatbot, engagement was low- at 2.2%. Currently, customers lack the ability to start the conversation over if they desire to context-switch. Additionally, customers need a way to indicate if the chatbot is providing value or not, which in turn Upwork can use to train and improve the overall experience.
Default- Modified Subhead
Self-Identification Buttons
With overall lower than expected engagement, we hypothesize that the initial entry with it's 2-click self-identification is a contributing factor.
The prior design also strangely employs a drop-down in the place of an input field, which in turn behaves atypically by surfacing options above (instead of below).
With this new update, we are removing a step for the users as well as removing distractions by temporarily hiding the input field.
Logged-out Prompted Message
Rather than logged out users only seeing a floating avatar, we hope to engage users who have been
on the page for 10 seconds by surfacing a
welcome prompt to encourage
a helpful conversation.
These prompts will display for all logged-out
pages other than the homepage.
Conversation Reset Button
In the original design, there was no mechanism to allow users to restart their chat in order to context switch.
This reset button will allow users to start a clean slate in their chat at any point after the initial self-identification has been made.
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