AGL Virtual Assistant
AGL Virtual Assistant

Building trust and customer engagement with a Virtual Assistant

Overview

Last year Accenture reviewed AGL's Virtual Assistant's (VA) performance and identified key opportunities, improvements and alignment to strategic goals.

Exo Digital was involved in designing a new Virtual Assistant character and improving the VA's customer experience.

 

AGL Virtual Assistant

Our Proposal

Consulting

Design Workshop
User Interviews

Strategy & Innovation

User Research
Landscape Review

UI & UX Design

UI & UX Design
Motion Design
Service Design

The Solution

01.
Defining the Virtual Assistant's identity and personality
The Exo Digital and AGL teams worked together to outline critical design activities to improve the customer experience of the Virtual Assistant.
02.
Defining tone of voice and content style guide
Exo Digital explored ways to align the bot's tone of voice with the AGL brand.
03.
Implementing design workshops & surveys
We sent surveys to the key stakeholder group to capture thoughts on what builds trust and the key attributes for the VA persona.
04.
Designing visual sonic style guide
Exo Digital provided an analysis of the current gaps in the user interface (UI). We also designed the VA's avatar, components and patterns.
service-consulting

Consulting

Defining the VA's persona

The design team's task was to create a more charismatic VA.

 

 

AGL Virtual Assistant
service-strategy

Strategy & Innovation

User Testing

In the initial user testing with customers, people were drawn to cuter characters with faces; however, this did not reflect the AGL brand.

AGL Virtual Assistant
AGL Virtual Assistant
AGL Virtual Assistant
service-uiux

UI & UX Design

Virtual Assistant Character Design

The concept leans on the abstract compositions of the previous examples to make it feel like a bot rather than a human.

AGL Virtual Assistant
Virtual Assistant Motion Design

The avatar is dynamic, changing with the context of the conversation or interaction to show the user that they are being heard and understood.

AGL Virtual Assistant
AGL Virtual Assistant
AGL Virtual Assistant
Redesigning chatbot experience

Together we created a natural flow of interacting with the chatbot with options rather than just typing text.

AGL Virtual Assistant
AGL Virtual Assistant
AGL Virtual Assistant

Send us a message

Shoot us an email

hello@exodigital.com.au