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TISHA Chatbot

This in-house virtual assistant is developed by world's most geographically diversified steel producers. It is a cutting-edge IT services solution designed to provide seamless support for employees in resolving a wide range of IT-related issues. With a recent revamp, the user experience has been significantly enhanced.

Domain
Steel
Service Rendered
UX Research & UI redesign

Understanding

In order to revamp the current experience of the TISHA chatbot, a stakeholder interview was conducted and the following questions were asked:

✅ Number of employees

✅ How many employees access TISHA

✅ Placement of the chatbot

✅ Types of users and their distribution

✅ Current chatbot marketing techniques

✅ Created a questionnaire to know more about the product

Goal

🎯 A chatbot that helps employees solve any IT related problems on their own thereby, reducing the need to raise tickets

Observations

  • Less visibility on the company's Intranet

  • ‘Log IT Ticket’ should not be the first option

  • User Interface improvement - space utilisation, home / return to main menu

  • Ease of use of chatbot - relevant use cases are easy to search

  • At some point in time, use cases should be contextual. For eg: HR users should not have procurement use cases

  • Possibility of extending the chatbot to mobile devices

  • Integration with the SAP system so common queries or data integration issues can be addressed from Bot itself.

Approach

Did the following to improve User Experience:

  • Secondary Research
    Read information related to Tata Steel, Artificial Intelligence (AI), What is a chatbot, Types of chatbots (eg: Enterprise chatbots), Key features that make enterprise chatbots successful, Conversational UX
     

  • Best Practices
    Explored UX best practices for a chatbot, current UI trends, chatbot guidelines.
    Good chatbot UIs:
    - Are intuitive and self-explanatory
    - Allow users to scroll through the chat history
    - Help users make decisions by suggesting quick replies
    - Facilitate clear and fast communication
    - Seamlessly integrate with websites and platforms
     

  • Heuristic Evaluation
    We used this method to find the usability problems in the current TISHA user interface to identify pain points, observe UI/data/technical issues in order to make iterations in the design.
     

  • Working session with the team
    A usability expert played the role of an end user to complete key tasks on TISHA. This helped us identify Usability, Value proposition, Interaction design & Solution design issues.

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UI Screens

🤖 Intuitive Access:
The TISHA chatbot window is accessed by clicking on the bottom right TISHA avatar, which is prominently displayed on the website or application interface. This avatar serves as a visual cue, attracting the user's attention and indicating the presence of the chatbot.

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ℹ️ Welcome Message and Introduction:
Upon opening the TISHA chatbot window, a welcome message is displayed. TISHA greets employees with a personalised message. This introduction sets the tone for the interaction.

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〰️ Menu Options based on Priority:

The menu options presented when opening the chatbot are strategically organized based on priority, ensuring quick access to the most relevant and frequently used features. This facilitates easy navigation, allowing users to swiftly locate the desired information. By presenting immediate options aligned with their primary objectives, this approach significantly saves their time and effort, enhancing overall user experience and productivity.

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⬇️ Log IT Ticket banner collapsed:
This is initially hidden to prioritise the chatbot's goal of independent issue resolution. It can be accessed by employees at any time when needed, encouraging self-service while still providing an option for logging IT tickets if necessary.

⬆️ Log IT Ticket banner expanded:
This provides the email ID and contact of the IT helpdesk in case the employee wants to directly raise a ticket

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🏠 Streamlining Access with a Home Icon:
The main menu options are directly accessible with this icon. This design choice optimises the user experience by minimising scrolling allowing employees to find what they need with ease.

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✉️ Share Button for User Onboarding:
Share button helps expand the chatbot's user base. It serves as a prominent and easily accessible option within the chatbot interface, encouraging employees to share the value they have gained from using the chatbot. They can conveniently spread the word about it's usefulness and benefits to their colleagues, friends, or social networks.

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✅ Selectable options:
The chatbot provides a set of predefined options relevant to the context or query. This reduces cognitive load and eliminates the need for free-form text input. Employees can easily select their preferred response, allowing the chatbot to process and respond accordingly. This simplifies user interactions, enhances engagement and ensures a seamless and efficient conversation experience.

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💬 Chat History:
that allows employees to seamlessly access and refer back to previous conversations. Displayed in a clear and readable format, the feature organizes the conversations chronologically, enabling users to conveniently review past interactions. To further enhance usability, the chatbot offers filtering options based on specific criteria such as date or topic, empowering users to quickly locate relevant information within the chat history. This functionality not only saves time but also ensures that employees can easily pick up where they left off, promoting a more efficient and productive workflow.

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The employee can choose to view Chat history & FAQs from this menu

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🙋🏼‍♀️ FAQ's:
The Frequently Asked Questions (FAQs) section, providing users with quick access to commonly asked questions and their corresponding answers. This section serves as a centralised knowledge base. Users can easily navigate to this section to find relevant information, saving time and effort. By offering this convenient resource, the chatbot empowers users to find answers independently and fosters a seamless and efficient user experience.

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Select Feedback & Share solutions with whoever is facing a similar issue

Outcome

Experience Delivery:

  • Improved visibility (the name TISHA appears on mouseover and the chatbot is shown above the scroll on the main page)

  • Personalised experience (Added the first name of the user)

  • All menu options (top 10) appear above the scroll

  • Improved the functionality of the Log IT ticket banner (made it collapsible)

  • Added an option to share the link of the chatbot or a solution with other employees to increase adoption 

  • Created a banner for the website to display the chatbot’s USP and to increase awareness

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User Interface tweaks/enhancements:

  • Made the overall design minimalistic, used icons only where required

  • Improved the menu option structuring (View / Create Ticket to appear as the last option)

  • Improved home/menu functionality (made a pop-up for immediate access and to reduce scroll in the chat)

  • Ability to add favourites (frequently visited menu options)

  • Ability to view conversation history

  • FAQs are accessible for quick answers to save time & efforts

Thank You! ✨

Satyajit Joshi

Design Thinking Lead, TCS

"I have supervised Tanvi on several projects and can say that she is a talented & dedicated UX professional with a strong work ethic. She has consistently demonstrated her commitment to delivering high quality results within the given project deadlines.

Her grasp on the problem at hand is exemplary and with the ability to pivot quickly towards a solution makes her a great fit for any team. Excellent communication skills, openness to learn new skills and always takes initiative"

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