Leveraging Teams for e-commerce CX
Role
UXR & Product Design
Timeline
6 months
Jan 2020 - June 2020
Team
Microsoft Teams Sponsor
4 team members
Tools
Figma, Miro, Invision
A University of Washington capstone project sponsored by Microsoft Teams aimed to identify opportunities for B2C Customer Experience applications in the Teams ecosystem.
I collaborated with three other students to co-lead research and product design including user interviews, prototyping, usability testing, and service design.
Overview
Business opportunity to leverage Teams chat for B2C
e-commerce use cases
The challenge
Our Teams partners saw a business opportunity to expand Teams' communication tools to business to customer use cases. We set out to explore opportunities for Teams' integrations that could leverage the Customer Service B2C Channel Apps vertical.
The approach
Based on insights uncovered in CX user interviews, we created a proposal for a customer-facing chatbot integration that leverages Teams' communication channel and dashboard tools for e-commerce customer requests and CX ticket escalation.
Results
A final proposal to Microsoft Teams' stakeholders which they utilized concepts from for internal exploration.