Nike Experts
Nike Experts is a messaging platform that allows Nike's customer service agents and consumers to connect. It allows consumers to reach out and seek help on anything from order status, product details, to even styling tips. Users may connect and speak to a live person for any problems they might have. It is important not only for users to be connected to an agent in a timely manner, but also for them to connect with the right one. Every customer agents are unique and expert in their own field, and can help users to the fullest based on what they are looking for.
Role:
Interface Design
Experience Design
Prototype
Time:
2019
Challenges
1. Make it easy to start conversations across Nike App
2. Make it easy to resume conversations across Nike App
3. Communicate the benefits of chat regardless of entry point
Increase Discoverability
The current chat experience is hidden at the bottom of the page. To help users discover Nike Experts experience easier, a message banner will automatically pop-up once the app has noticed users lingering on the page for a while, prompting the users to seek advice from Nike's customer service agents. This introduces the feature to users in a friendly and intuitive way.
Communicating the Value
Many users aren't aware of the full benefits of Nike Experts. Aside from asking about order status, you can hit up the agents for product information and fashion advice. Upon entering, users are greeted with an automated message from Nike Chat Bot, which asks the users about their intent. This will help communicate the benefits of using Nike Experts. In addition, this helps redirect the users to the customer service agent that best suit their needs; thus saving time for both parties.
Adding a Human Touch
Each customer service agent has a unique bio that illustrates not only their specialties but also their hobbies to help users connect easier with the agent they are speaking to. This will also provide confidence that the Experts know what they're talking about.
⤷ Camera Utility
Users can send images, or take pictures to send to the agents to convey their needs easily.
Resuming Conversations
We wanted to make sure users can return to their conversations wherever they are, and whenever they want. The goal is to empower users to continue their shopping journey throughout the App uninterrupted while they wait for the experts to return about their inquiries. This message banner will pop-up and notify the users when they receive a message outside of the chat experience. It will display the most recent message, who is contacting them, and how many messages they've sent.
Simplifying Purchasing
Users can directly add any product recommendations sent from the Nike Agents into their shopping cart to make their shopping experience smoother and more stream-lined.
User Flow
While seemingly simple from the users' point of view, the system that supports Nike Experts is actually fairly complex. This because of a mixture of reasons from regions, chat bots, live agents, to backend architecture. To best align with the needs of the business while maintaining optimal user experience, this User Flow Chart helps the team deepen our understanding of the structure and system of how Nike Experts function.
→ Since implementing, Nike Expert has had a volume traffic of 1.3 million, and helped increased conversion rate by 21%, which has an influenced demand of $35.6 million.
Nike Experts
Nike Experts is a messaging platform that allows Nike's customer service agents and consumers to connect. It allows consumers to reach out and seek help on anything from order status, product details, to even styling tips. Users may connect and speak to a live person for any problems they might have. It is important not only for users to be connected to an agent in a timely manner, but also for them to connect with the right one. Every customer agents are unique and expert in their own field, and can help users to the fullest based on what they are looking for.
Role:
Interface Design
Experience Design
Prototype
Time:
2019
Challenges
1. Make it easy to start conversation across Nike App
2. Make it easy to resume conversations across Nike App
3. Clearly communicate the benefits of chat regardless of entry point
Increase Discoverability
The current chat experience is hidden at the bottom of the page. To help users discover Nike Experts experience easier, a message banner will automatically pop-up once the app has noticed users lingering on the page for a while, prompting the users to seek advice from Nike's customer service agents. This introduces the feature to users in a friendly and intuitive way.
Communicating the Value
Many users aren't aware of the full benefits of Nike Experts. Aside from asking about order status, you can hit up the agents for product information and fashion advice. Upon entering, users are greeted with an automated message from Nike Chat Bot, which asks the users about their intent. This will help communicate the benefits of using Nike Experts. In addition, this helps redirect the users to the customer service agent that best suit their needs; thus saving time for both parties.
Adding a Human Touch
Each customer service agent has a unique bio that illustrates not only their specialties but also their hobbies to help users connect easier with the agent they are speaking to. This will also provide confidence that the Experts know what they're talking about.
⤷ Camera Utility
Users can send images, or take pictures to send to the agents to convey their needs easily.
Resuming Conversations
We wanted to make sure users can return to their conversations wherever they are, and whenever they want. The goal is to empower users to continue their shopping journey throughout the App uninterrupted while they wait for the experts to return about their inquiries. This message banner will pop-up and notify the users when they receive a message outside of the chat experience. It will display the most recent message, who is contacting them, and how many messages they've sent.
Simplifying Purchasing
Users can directly add any product recommendations sent from the Nike Agents into their shopping cart to make their shopping experience smoother and more stream-lined.
Final User Flow
While seemingly simple from the users' point of view, the system that supports Nike Experts is actually fairly complex. This because of a mixture of reasons from regions, chat bots, live agents, to backend architecture. To best align with the needs of the business while maintaining optimal user experience, this User Flow Chart helps the team deepen our understanding of the structure and system of how Nike Experts function.
→ Since implementing, Nike Expert has had a volume traffic of 1.3 million, and helped increased conversion rate by 21%, which has an influenced demand of $35.6 million.