Estimated reading time: 3 minutes
Odido briefed us on an online helpdesk - in the shape of a personalized chatbot - named ‘Izzy’. Odido is the biggest telecomprovider in the Netherlands, and provides in total more than 300 physical stores and help-desk centres in the Netherlands. The aim is to replace, with the chatbot, all the knowledge that is available in its physical stores.
Services & UX Methodologies
User Scenarios
Artificial Intelligence
User Interface Design
Prototyping
Requested user actions
Odido is the largest telecom provider in the Netherlands, and bundles services from former providers such as Ben, Simpel, T-mobile and Tele2. From the bundling of services, it is important that the user is efficiently assisted in the Odido Help Center. We firstly became familiar with Odido her branding, and did visual market research.
Approach
The research phase was conducted into 'Best Practices' in the market, 'Technical Requirements' were drawn up in the form of 'User Stories', and there have been an ‘Expectation Mapping’ shaped based on all Odido her users their expectations for its Online Help Center.
We applied lean design methodologies, and have been designing fidelity wireframing, that have been refined based on Odido her user scenarios.
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