UX/UI Design Personal Project

Enhancing DoorDash: Integrating an AI ChatBot

** Not Affiliated with DoorDash - Personal Project

UX/UI Design
Personal Project
2024

Project Details

Team

Vanessa Atkinson

Tools

Product Designer
User Research
Visual Design
Interaction Design
Prototyping
User Testing

Role

Figma
Trello
Adobe Suite

Duration

3 Months
2024

Overview.

DoorDash is a food delivery service that allows customers to order food, groceries, and other items from restaurants, convenience stores, and other businesses through its app. DoorDash is available in over 4,000 cities across the U.S., Canada, and Australia.

I was the solo designer on this project

This project was a side endeavor aimed at honing my skills and expanding my expertise.

The decision to implement an AI chatbot in the DoorDash app stems from addressing key challenges users face:

  1. Real-Time Order Tracking: Users often struggle with staying updated on their order status. The AI chatbot can provide instant, real-time updates and answer questions about delivery times, delays, and order specifics, enhancing the tracking experience.

  2. Efficient Customer Support: Traditional customer support can be slow and cumbersome. The chatbot offers immediate assistance, handling common issues and queries quickly and reducing wait times. This leads to faster resolutions and less frustration for users.

  3. Personalized Service Recommendations: Users may find it difficult to discover new items or services that match their preferences. The AI chatbot can analyze past orders and preferences to offer tailored recommendations, improving the overall user experience and satisfaction.

The Challenge

To understand user needs and pain points to tailor the AI chatbot effectively.

Identifying opportunity

Survey and Interviews. Usage Data Analysis

  • We reviewed app usage patterns and common user issues.

  • Our survey and interviews were conducted with frequent DoorDash users.

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Findings:

  1. Order Tracking: Users frequently seek real-time updates on their order status.

  2. Customer Support: A significant portion of user interactions involves resolving issues related to order errors, refunds, and account problems.

  3. Ease of Use: Users prefer quick, intuitive solutions over navigating through multiple screens.

Competitor Analysis

postmates logo
uber eats logo
grubhub logo
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Findings:

  1. Uber Eats: Offers a robust chatbot with multi-language support and seamless integration with customer support.

  2. Grubhub: Focuses on personalized recommendations and quick issue resolution.

  3. Postmates: Utilizes a chatbot for both order tracking and customer service, with a high emphasis on user feedback for continuous improvement.

  • Implement multi-functional capabilities, combining order tracking, customer support, and personalized recommendations.

  • Ensure multilingual support to cater to a diverse user base.

**Opportunities for DoorDash

User Persona and User Journey

User Persona
user journey

The product vision

User Flow

Before sketching individual screens, user flows were drawn up to track our user’s progress throughout the application. With the personas needs in mind, five steps to this flow were created to achieve the following goals:

  1. Access the Chatbot

  2. Initiating the Chat

  3. Interacting with the Chatbot

  4. AI Processing and Response

  5. Providing Additional Assistance

After review, I found that our users reached her goals without any hiccups. So, the design process moved forward

Validating the design

Prototyping, Usability Testing

The Objective of our usability testing was to evaluate the effectiveness and user-friendliness of the AI chatbot. I conducted with a diverse group of 8 users

  1. Efficiency: Users appreciated the quick responses and ease of accessing information.

  2. Navigation: Some users found the chatbot interface slightly complex; simplification is needed.

  3. Support Resolution: High satisfaction with the chatbot’s ability to resolve common issues without human intervention.

Findings:

**Actionable Insights:

  • Simplify the chatbot’s user interface.

  • Enhance the chatbot’s conversational capabilities to handle more complex queries.

Developing the designs

Effective handoff requires clear communication, thorough documentation, and collaborative tools to bridge any gaps between design and development and to address potential issues early in the implementation phase.

Results & takeaways

The integration of an AI chatbot into the DoorDash mobile interface has the potential to significantly enhance user experience by addressing common pain points, aligning with industry best practices, and providing personalized and efficient support. Key takeaways include the need for a simplified interface, accurate and personalized interactions, and ongoing improvements based on user feedback.

What I learned

While enhancing the DoorDash app, I learned to trust user feedback while separating myself emotionally from the design. This web application is for the user and should reflect their needs, goals and feedback. I found that a pared-down design with fewer but stronger features is more beneficial to the end user.

  • Refinement of Solutions: Iteration allows for the gradual improvement. Each iteration builds upon previous versions, incorporating feedback and lessons learned to enhance functionality, usability, and performance.

  • Error Correction: By revisiting and refining designs or features through multiple iterations, I can identify and correct errors or shortcomings that may not have been apparent in initial versions.

  • Data-Driven Insights: Each iteration provides valuable data and insights, which help inform decision-making. This iterative feedback loop ensures that decisions are based on real-world performance and user feedback rather than assumptions.

  • Collaborative Feedback: Iterative processes often involve collaboration with stakeholders, leading to more comprehensive and well-rounded solutions that address diverse perspectives and needs.