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Client
dacia
ROLE
ux design
Industry
automotion
Year
2022
Info
Dacia aimed to enhance customer support by integrating a smart manual chatbot into their website, allowing users to ask questions and receive answers in a more dynamic, human-like way. To enable this, I led the UX design of a custom Content Management System (CMS) that allows internal teams to create, manage, and connect question/answer content using keywords and topic tags. The project required designing for two distinct user types: The end user (Dacia clients interacting with the chatbot), and The admin user (internal staff managing chatbot content via the CMS). To improve content discoverability and support more nuanced interactions, intents (topics) could be tagged with a complexity level, and connected to related answers using keyword logic. This allowed the chatbot to surface better responses while maintaining a natural, conversational tone. Another key feature was voice recognition, enabling users to ask questions by voice, making the tool more accessible and inclusive. Since the chatbot was being launched in two languages, I also designed the CMS to support seamless multilingual content management and language switching. The biggest challenge was to make the CMS intuitive enough so admins could easily build and maintain content structures that help the chatbot deliver fast, relevant, and context-aware responses. Through a clear information architecture and smart relational linking of intents, I ensured both scalability and a high-quality user experience.
Client
dacia
ROLE
ux design
Industry
automotion
Year
2022
Info
Dacia aimed to enhance customer support by integrating a smart manual chatbot into their website, allowing users to ask questions and receive answers in a more dynamic, human-like way. To enable this, I led the UX design of a custom Content Management System (CMS) that allows internal teams to create, manage, and connect question/answer content using keywords and topic tags. The project required designing for two distinct user types: The end user (Dacia clients interacting with the chatbot), and The admin user (internal staff managing chatbot content via the CMS). To improve content discoverability and support more nuanced interactions, intents (topics) could be tagged with a complexity level, and connected to related answers using keyword logic. This allowed the chatbot to surface better responses while maintaining a natural, conversational tone. Another key feature was voice recognition, enabling users to ask questions by voice, making the tool more accessible and inclusive. Since the chatbot was being launched in two languages, I also designed the CMS to support seamless multilingual content management and language switching. The biggest challenge was to make the CMS intuitive enough so admins could easily build and maintain content structures that help the chatbot deliver fast, relevant, and context-aware responses. Through a clear information architecture and smart relational linking of intents, I ensured both scalability and a high-quality user experience.
Intuitive CMS for Smarter Chatbot Interactions
I focused on creating a clear and intuitive interface for two distinct user types: the admin managing content and the end user interacting with the chatbot. The design features a modular structure for answers, enabling content editors to organize information into expandable, digestible blocks. To enrich the user experience, the editor allows the inclusion of multimedia formats such as images, video, and PDFs. I introduced a tagging system based on complexity (Basic, Normal, Advanced) to support better content organization and prioritization. The CMS supports bilingual content (English and French), with a simple toggle for language management. A searchable dashboard with keyword linking and related intents ensures easy access and discoverability of existing content, helping the chatbot deliver human-like, context-aware responses. Accessibility and clarity were key considerations to support long-term usability and scalability.
conversational flow
The conversational flow was designed to provide users with a clear and intuitive interaction with the chatbot, allowing them to access relevant information with minimal effort. By structuring intents based on complexity levels and linking related topics, the flow supports natural, human-like exchanges while ensuring coverage of a wide range of scenarios. Voice input and multilingual capabilities were integrated early in the flow to ensure inclusivity and flexibility, enhancing the overall user experience across different contexts.
end user
One of the main goals was providing the correct information with the most human feel, aiming for an experience that makes the user feel comfortable.
Intuitive CMS for Smarter Chatbot Interactions
I focused on creating a clear and intuitive interface for two distinct user types: the admin managing content and the end user interacting with the chatbot. The design features a modular structure for answers, enabling content editors to organize information into expandable, digestible blocks. To enrich the user experience, the editor allows the inclusion of multimedia formats such as images, video, and PDFs. I introduced a tagging system based on complexity (Basic, Normal, Advanced) to support better content organization and prioritization. The CMS supports bilingual content (English and French), with a simple toggle for language management. A searchable dashboard with keyword linking and related intents ensures easy access and discoverability of existing content, helping the chatbot deliver human-like, context-aware responses. Accessibility and clarity were key considerations to support long-term usability and scalability.
Intuitive CMS for Smarter Chatbot Interactions
I focused on creating a clear and intuitive interface for two distinct user types: the admin managing content and the end user interacting with the chatbot. The design features a modular structure for answers, enabling content editors to organize information into expandable, digestible blocks. To enrich the user experience, the editor allows the inclusion of multimedia formats such as images, video, and PDFs. I introduced a tagging system based on complexity (Basic, Normal, Advanced) to support better content organization and prioritization. The CMS supports bilingual content (English and French), with a simple toggle for language management. A searchable dashboard with keyword linking and related intents ensures easy access and discoverability of existing content, helping the chatbot deliver human-like, context-aware responses. Accessibility and clarity were key considerations to support long-term usability and scalability.
conersational flow
The conversational flow was designed to provide users with a clear and intuitive interaction with the chatbot, allowing them to access relevant information with minimal effort. By structuring intents based on complexity levels and linking related topics, the flow supports natural, human-like exchanges while ensuring coverage of a wide range of scenarios. Voice input and multilingual capabilities were integrated early in the flow to ensure inclusivity and flexibility, enhancing the overall user experience across different contexts.
conversational flow
The conversational flow was designed to provide users with a clear and intuitive interaction with the chatbot, allowing them to access relevant information with minimal effort. By structuring intents based on complexity levels and linking related topics, the flow supports natural, human-like exchanges while ensuring coverage of a wide range of scenarios. Voice input and multilingual capabilities were integrated early in the flow to ensure inclusivity and flexibility, enhancing the overall user experience across different contexts.
end user
One of the main goals was providing the correct information with the most human feel, aiming for an experience that makes the user feel comfortable.
end user
One of the main goals was providing the correct information with the most human feel, aiming for an experience that makes the user feel comfortable.
