Customer Support Automation Chatbot for
Project: Led design project to implement a chatbot solution for a small mental health counseling services organization in Sammamish,WA.
Role: Lead UX Designer/Strategist
Tools: Figma, Canva, Freshdesk, Freshchat, WordPress, ClickUp
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.
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
Vendor Evaluation Breakdown
After evaluating 7 vendors, we found that the best fit for this use case was Freshdesk by Freshworks.
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.
To access a live prototype, please reach out to me at firstname.lastname@example.org with the subject line as "Live Prototype Access Request." Please be sure to also include a line or two about:
The organization you represent
The purpose of your request
Haneen Ahmad, Practice Director, Zane Counseling
*Reference contact details can be shared upon request. Please reach out to email@example.com