AI discovery
A few years ago, Outbrain wanted to evaluate the benefits of a news chatbot by launching an MVP.
My roles
- UX research
- Collaboration with product owner and prototype designer
My methods
- Participant recruitment via survey
- Interviews with users of competing chatbots
- Diary study with additional users
- Multiple rounds of unmoderated usability testing
Interviews
A survey showed who was already
using chatbots. A group of survey participants then sat with me
and a teammate to demonstrate their
chatbot interactions.
Diary Study
A separate group of respondents participated in a diary study, revealing specific headlines and search terms that were preferred during real product usage.
Evaluative Research
I arranged multiple sets of unmoderated usability tests. Changes were made to the prototype in between each round based on what was learned.
Results
- Research guided the creation and iteration of the experience, developed using Chatfuel
- Research underscored the importance of push notifications and personalization
- When insights were applied to the experience, there was a direct and measurable increase in onboarding
More resources
© Mike Mathis / HTML and CSS by Mike Mathis