FordPass Chat Assistance

Overview

To address user support needs, the innovation team with me leading the design of a responsive chat interface that enables seamless communication between customers and support agents, ensuring quick resolution of queries while providing a user-friendly experience.

Company & Team

Ford Motor Company

Myself as senior Designer
Head of Product
Lead mobile software engineers.

Year

2020/ 1 month

Skills Used & Artifacts

User experience design
Prototyping in InVision
Wire-flows
High fidelity comps
Visual design and component creation

Set up flow

Showing how a customer might set up this feature in FordPass.

Entry Points Flow

Showing access point within the current software where a customer could access this service.

Mobile Screens Flow

Mobile key screens within the onboarding set up.

Onboarding Screens

Other types of onboarding services used to equant customers with the app.

Objectives

Implement a responsive chat interface within the app.
Enable real-time communication capabilities.
Enhance user satisfaction through efficient support.

Key Feature

Real-Time Messaging: Allows users to communicate instantly with support agents.
Automated Responses: Provides quick answers to common queries through AI-driven suggestions.
User-Friendly Interface: Designed with intuitive navigation and accessibility in mind.
Feedback Mechanism: Enables users to rate their support experience for continuous improvement.

Outcome

The chat bot helped with key communications efforts like the one seen here around COVID-19 response. It was a successful feature that was utilized within the app for further releases.