Problem statement
The dialogue builder is challenging to use, even under ideal conditions. Our in-house CX Analyst frequently expresses frustration with the user interface and its awkward functionality. We need a new strategy to enhance this software feature.
Current scenario
Customer dialogues must follow distinct paths, but the current software struggles with establishing these connections.
Immediate assumption
As the design lead, I initially thought a node-based solution could be effective, as some competitors have successfully navigated complex dialogues this way. However, have we thoroughly investigated this approach before jumping to conclusions? Relying on assumptions can be risky and isn't considered best practice in UX.
My role
Competitor analysis • Brainstorming sessions with supporting wireframes • Validate hi-fi designs with stakeholders (in-house CX analysts & business)
Wireframes & documentation
Design
