I tested the previous version and presented the results to supervisors, which gave me more ownership in driving product improvements. This led to higher monthly traffic and better response accuracy, as shown in the next case study.
Product
Role
UI/UX Designer
Duration
2 months
Team
UI/UX Designer x1 (My Role), Graphic Designer x1, Project Manager x2, Front-End Developer x2, Back-End Developer x2, AI Developer x3
Context
What is JustKa?
Illustration: What is JustKa
What were the problems?
When I joined the company, my first task was to redesign the chatbot with the development team and release version 2.0. Shortly after launch, I began receiving complaints from customers and internal staff about how difficult it was to use.
While the supervisor believed there was no issue since the functions worked and users just needed more training, I saw the opportunity to conduct usability testing to identify problems and guide improvements.
Illustration: Problems
Results
Process
SUS (System Usability Scale) Result:
Top 3 Problems Found in Testing
Illustration: first problem
User Confusion in Vocabulary Settings
User Confusion in Intent templates
Direct Client Feedback
Backend Data
Final Thoughts
Reflections and Next Steps
Sometimes it’s challenging to convince the whole team to prioritize usability, especially when the company doesn’t yet have that mindset. For me, leading and pushing for better user experience design has always been a personal commitment. I enjoy helping products evolve based on their unique situations and making sure users’ problems are truly solved.
In the next case study, I will showcase how I solved the main function issues and contributed to improving response accuracy and increasing monthly traffic.
