top of page
Customer Support Automation for
Zane Counseling

Project: Led design project to implement a chatbot solution for a small mental health counseling services organization in Sammamish,WA. 

Role: Lead UX Designer

Tools: Figma, Canva, Freshdesk, Freshchat, WordPress, ClickUp 

ZC Homepage.png

Project Key Highlights & Takeaways

This project gave me my first taste of Product Design and Strategy, providing the valuable opportunity to apply the learnings from my practicum class “UX Design for Chatbots.” Moreover, I learned how chatbots could be humanely deployed to automate FAQ responses, thereby reducing the cognitive burden of admin staff and enabling them to focus their time and resources on managing exceptions.

 

Working on this project allowed me to gain more confidence in my ability to lead and make data-driven decisions in a largely uncharted and emerging domain with a lot of unknowns. 

3.png

Zane Counseling provides holistic therapy to a fast-growing immigrant and BIPOC community in the Seattle area.

Being a small organization with less than 25 full-time employees, they found that their staff were struggling to handle the increasing number of customer queries and support requests.

With a workforce that's premdominantly comprised of therapists and counselors, they wanted to automate the customer Q&A process so that they could focus on what they do best-- providing life-changing counseling services to their clients.

The Problem:

 

User & customer queries are received on a very basic version of WPForms. 

  • No scope for sorting queries into meaningful categories or user flows

  • Little to no analytics of how many queries are coming in and the frequency and nature of queries.

  • Limited budget of $25-50 a month for an automation solution.

  • No single dashboard for receiving queries across channels

5.png

User Persona

4.png

Vendor Evaluation Breakdown

Comp Table.png

After evaluating 7 vendors, we found that the best fit for this use case was Freshdesk by Freshworks.

Solution Mapping

User Flow Map

Since the client is a healthcare provider, HIPAA compliance was a concern for the chatbot.

Given that a chatbot was mainly needed to address new and potential user queries, we designed the chatbot to redirect the queries of all existing clients to Zane Couseling's HIPAA compliant email server.

Therefore, if the client identifies as an existing client, the chatbot redirects them to the Zane Counseling email address.

Live Prototype

The live chatbot can be found at Zane Counseling's website.

Freshchat.PNG

icon on the bottom-right corner.

Simply click on the 

Canned Responses Display.png

References:

Haneen Ahmad, Practice Director, Zane Counseling

*Reference contact details can be shared upon request. Please reach out to gautam.m18@gmail.com

bottom of page