Shell chatbot is the channel for Shell product and service information, sales and technical expertise, focusing on B2B customers and distributors and deployed in 13 countries. LiveChat is a feature that allows customers to speak to a human online through Shell chatbot.

Customers can interact with ‘humans’ easily if the virtual assistant isn’t able to answer a question. The objective was to facilitate the process of the Helpdesk team, as well as providing a better support for the end user.

Analysis & Research

I designed the first flows and I worked closely to the researcher to run the first user testings. We had video interviews with participants from US and India with the aim of understanding the first impressions, usability and key takeaways and opportunities of LiveChat.

The next step was working with the product manager, engineers and internal users (Helpdesk team) to scope the MVP, considering the learnings from the previous user testings, business needs and technical limitations.

Design library

After testing the usability of the first prototypes, I started working on new components to support the new designs. It was an opportunity to update the library for Shell chatbot.

User flow & Design

LiveChat can be accessible through the Helpdesk flow and it’s possible to contact Helpdesk teams when the users type a question that the virtual assistant isn’t able to answer. It can also be triggered anytime the user types “helpdesk”.

When selecting “Technical Helpdesk”, users get a quick form with details to fill in before connecting to a live agent through LiveChat. If the live agents are busy or not available, or the chat disconnects for any reason, there’s a possibility give or receive a call back.