Joice, from Oi

Context

December 2018 to July 2020

Project Type

Consulting project with IBM

Role

Leading the design practice

UX Research, Information Architect

Team

UX Designer, Developers, Project Manager, Scrum Master

📱 Meet Joice

Joice is the virtual assistant of Oi, one of the largest telecommunication companies in Brazil. Joice has over 1MM daily interactions and can help customers with many topics, such as checking and solving technical issues and requesting the phone invoice statement. Joice is available on different media platforms like WhatsApp, Twitter, Messenger, SMS, and Oi’s website.

💰 How Oi saved money

Since the launch of Joice, Oi has reduced its customer support costs by R$10MM (around US $2MM). This project was crucial during the early days of the COVID-19 pandemic, as we adapted the chatbot to provide customers with information on staying safe and avoiding unnecessary visits to Oi’s stores for support.

💳 Top up your phone data

In Brazil, most people use pre-paid phones and need to top up their data. As part of my role in the innovation squad, I researched and designed a way for customers to top up their phones using Joice.

🖌️ My process

When designing for conversational interfaces, there are 4 main things I focus on:

• Defining the Scope - The team meets to discuss the brief for the new feature, and we go through a detailed description of the technical capabilities that must be considered for the conversational flow to work. I need to research the key steps customers take in their journey and how to translate them into chat and prompts.
• Drawing the flow - After establishing the steps, I create a flowchart that considers all possible questions and errors a customer might encounter. At this stage, it's crucial to consult with stakeholders and the core team to ensure we've covered all the steps from the scope.
• Writing the conversations - Once the flow is agreed upon, it's time to craft the dialogue. At this stage, we collaborate with UX Writers to ensure Joice's voice remains consistent across various conversation flows.
• Test, test, and test again - We iterate extensively on testing conversations throughout the process. This rigorous approach ensures no typos, Joice responds smoothly, and customers can easily understand and respond to the prompts.