dCloud Assistant

App to schedule and interact with dCloud using messenger bot commands / voice

Watch the Presentation

Background

An easy way to book sessions with a few commands.

Our research showed that people like to schedule on the go. It also showed that super users use dCloud Apps to create their own scheduling bots to bypass what they regard as long winded UI.

While using the dCloud catalogue, we found that many users created a command list via Cisco Webex APIs in order to find content and schedule it. We thought it would be nice to build something for them.

Users & Audience

dCloud super users, Sales Engineers, Demo developers

Highly technical individuals who often use APIs to skip the UI by building their own ui with shortcuts or command prompts

Team and Tools

Role
UX Designer

Delivery
Remote

Team
Antony -  UX Designer
Fadzie - Product Manager

Tools
Figma -  Wireframe + UI Design

Scope & Constraints

This project is a design experiment to establish new ways of using dCloud.

Process

Talk to Users

Learn what kind of tasks users typically perform and why they do it.

Typical Tasks

  • Find a demo
  • Schedule content - date/time
  • Find out what they have booked
  • Test internet connection
  • See most scheduled content

Design

Command User Journey

Prototyping

First Iteration

Basic idea to get started

User initiates the conversation by telling the bot what they want.

The bot is smart in conversation, responding like a human.

Pros / Cons
  • + Good to give option to type or speak
  • + Use of natural language by bot
  • - Reponses from bot are too long
  • - Bot’s lack of intelligence necessitates changing how the responses work

Second Iteration

Adding commands and reducing language complexity

Main goal is to simplify interactions to yes and no to facilitate the bot understanding.

The responses from the bot are simplified to reduce time spent talking.

Introduction of tasks as commands

Pros / Cons
  • + List of tasks useful
  • + Option to handle error e.g. failed connection test with exit (reschedule)
  • + Yes no answers make it quick
  • - How do you even use tasks quickly?

Third Iteration

Simplifying commands and responses

Adding number value to tasks to make it fast and easy to respond

Introduce the way a support agent enters the chat and takes over from bot

Introduction of tasks as commands

Pros / Cons
  • + Number commands reduce times significantly
  • + Nice to have support agent take over
  • - Need to see interaction

Visual Design

Visuals designed in Figma using Cisco UI design language as a base

Interactions

Interactions designed in Figma

Start Using App

See Schedule

Contact Support

Outcomes

Thoughts

Designing the responses and the character of the bot was difficult. We decided that going for a command-based approach was the best option.

We received feedback from the users we spoke with initially; they really liked our solution.

Future

In future it would be good to use the API in any messaging platform such as Whatsapp, Messenger, Webex etc so users don't need to download a separate app.
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Integrating with Siri could be very useful.

UX DEsign