ABOUT:
This project is a demo of real projects developed in collaboration with the company Adventa for clients such as PepsiCo, Xiaomi, General Motors, among others. In this context, I served as the UX Communication Lead, leading the creation of innovative, user-centered digital experiences with a clear focus on enhancing interaction and the impact of the projects on end consumers. This project not only highlights the advanced technological solutions we implemented but also how these experiences align with user needs and expectations, delivering tangible and measurable results for each of our clients. Due to confidentiality reasons, the final results cannot be included in this portfolio.
ROL: UX LEAD
Expert in omnichannel strategy, certified in CRM Infobip, with expertise in developing AI-powered chatbots.
Objetive:
Design a conversational flow that will work through a WhatsApp chatbot to assist customers with:
Inquiring about and tracking their purchased products
Requesting the pickup of a product for return
Design Method:
Research:
A user experience benchmarking analysis was conducted on educational apps from Latin America, North America, and Europe.
Five in-depth interviews were carried out with high school students aged 14–17 who actively participated in quizzes, challenges, and collaborative projects on the platform.
Guadalupe Hdz. (42)
Student
Supervisor
Marital Status: Married
Number of Children: 2
Education: Master's Degree
Carlos is a typical teenager who enjoys technology but needs a platform that combines his desire to learn with his passion for social interaction and gaming.
Guadalupe is a woman who works and is a homemaker. She knows how to manage her time by prioritizing her tasks.
She is always looking for new tools that could help her minimize the time spent on her daily chores.
She enjoys practicing yoga, drinking coffee, and watching movies on Prime.
Technology and Digital Habits:
Mobile Phone, Tablet, Laptop
Social Media Use: Instagram, TikTok, WhatsApp.
Screen Time: Approximately 4 hours daily.
Content Preferences: The user prefers personalized product recommendations, deals, unboxing videos, how-to guides, tech news, and updates on Amazon Prime content.
Interests and Activities:
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Favorite Subjects: Shopping online, Product reviews, Tech gadgets, and Home appliances
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Hobbies:Exploring new products, Reading product reviews, Watching unboxing videos, and Enjoying online shopping experiences
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Extracurricular Activities: Participating in online product testing, Engaging with Amazon communities, and Writing product reviews
Personality:
Rational
Technological
Apps:
Emotional
No Technological
Goals:
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She seeks a peaceful lifestyle. She enjoys investing time in personal growth and hobbies.
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Regarding online shopping, she prefers quality and security in her purchasing process. She values free shipping.
Frustrations:
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She avoids crowded places to shop.
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She feels uncomfortable with the lack of transparency in online shopping processes.
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She hates paying high prices when the product or service does not deserve it.
Devices:
Cellphone
"Guadalupe needs to enhance their Amazon shopping experience by receiving personalized product recommendations, deals, and customer support through a seamless and efficient process."
Principal Task:
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Browse and track purchased products.
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Request product returns or pickups.
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Receive personalized offers and updates.
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Engage with customer support through the WhatsApp chatbot.
Chat Flow
Results from implementing an AI-powered chatbot in omnichannel customer service
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Improved Response Time:
Up to 80% reduction in average response time, with chatbot responses being instant compared to manual processing.
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Increased Availability:
24/7 support, providing continuous assistance with no downtime, leading to greater customer satisfaction.
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Personalized Customer Experience:
Up to 50% increase in customer satisfaction, as AI chatbots can offer personalized recommendations and responses based on customer data.
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Enhanced Efficiency:
Up to 70% of repetitive inquiries handled by the chatbot, allowing human agents to focus on more complex issues.
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Seamless Multichannel Support:
100% consistency across multiple platforms (website, social media, mobile apps, email), providing seamless customer support on any channel.
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Cost Savings:
Up to 30-50% reduction in customer service operational costs by automating repetitive tasks and reducing the need for large support teams.
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Data-Driven Insights:
Up to 90% of customer interactions can be analyzed, providing actionable insights that improve decision-making in marketing and product development.
