After launching the first generation of the Reserve app, information gathered from several rounds of user testing and feedback made it clear that users needed a better understanding of the reservation request process as well as more clarity in to the status of their request
After ideating and testing multiple solutions, we moved forward with the first iteration of an integrated hybrid chatbot and accompanying messaging interface (shown here). This solution provides users with a platform to view the status of their request and when desired, the ability to interact with a concierge using a familiar chat messaging paradigm.
Check out the attachments to see a few sample of the functionality and planning that exists behind the UI of this feature. Full case study coming soon!
Leave a comment and let me know what you think!