Citi tasked us with improving the existing chat bot experience (known as COVA) on their partner servicing sites. One of our key KPIs was minimizing call center interactions by creating a more robust chat experience with dynamic FAQs. I focused on re-designing the white label experience which will then be re-skinned according to Citi partner UI kits.
Creative Team - UX/UI Designer: Kara Konop ACD: Ryan Hobbs UX Lead: Kristin Landgraf
Below, you can see the existing COVA chat bot experience next to our new and improved white label experience. The new COVA chat bot elevates three interchangeable tasks at the top, followed by four key FAQs. If these elevated suggestions don’t meet the user’s needs, they can type specific questions into the input field.
In addition to improving the overall experience of using the chat bot, we also remedied many ADA violations, mis-alignments with approved partner branding, and usability issues.
Once a user clicks on a task or FAQ, COVA will take them into the ‘chat message’ portion of the bot. Here, the user will see suggested questions, be able to click external links to take them to specific anchor points on the servicing dashboard, and type new keywords or questions into the input field.
In order to effectively communicate our designs to the development team, we created a detailed, inspectable ‘branded elements’ document for the white label experience.
In addition to re-designing the chat bot interface, we were also tasked with re-designing the existing COVA chat bot icon. We created an icon that would be perceived as friendly, animated in a way as to not be intrusive but grabs attention, and can be partner branded.
You can see a live version of the new COVA chat bot icon with animation here. The new interior of the chat bot is still in development.