Transforming customer experience with chatbots​

The underlying objective of the project is to redesign the chat application with a modern designing approach and ensure compatibility with multiple web platforms that are mobile responsive. Copper Mobile redesigned and built an end-to-end chat application for Gannet that is intuitive, usable and engaging. As the first step, it was critical to gather all information regarding the existing design and garner a thorough understanding of the client’s expectations. Design thinking techniques were used in capacities to generate and synthesize ideas. Modifications were made to the header section to make it look intuitive and attractive for web browsers and mobile devices. Font style and font weight was modified and the send button was replaced with the send icon. The new design was given to the developer for writing CSS code for the same. After successfully delivering Phase 1 with UI changes, based on the ongoing discussion with Gannett, a draft of high-level process flow was created for Phase 2 that mapped strings of message ‘type’ to trigger events. A notification is sent to the receiver as soon as either of the two parties start typing. After successfully completing first 2 phases the project has entered its 3rd phase in 2017.