Edmunds - Chatbot

It is online services for Edmunds' users.

Role

Edmund's creative team hired me to develop a Chatbot service car experience for existing customers. I was the UX/UI Lead designer of the project and collaborated with the development team.

Problem

Existing users didn't have any way to schedule any car services online, driving low revenue to Edmunds' car dealership deals. Users prefer to call and make an appointment and someplace else. 

Approach

I team up with the development team that already had an AI model setup to initiate those services. We worked together to brainstorm about the services included and to define the experience.

Discovery

We send a survey to our audience to define what services they would like to see online. We also send the survey to the dealership, asking what type of services they commonly offer to their clients.

Findings

We found out that the most common requested services for the audience were Oil Change, Four Wheel Alignment, Rotate Tires, and State Inspection. The dealerships' most common services were Oil Change, Four Wheel Alignment, Rotate Tires, State Inspection, Replace Engine Air Filter, and Tire Balance and Rotate.

Solutions

We defined the experience by "New User" and "Existing Users" and jump to wireframes.

Below New User Flow

Below Existing User Flow

Wireframes