Ai Chat Bot

O2's artificial intelligence capability for enriched personalised journeys.

Native App
Responsive Web
Mobile Web

The Project

Aura Ai Chat Bot

A bold move by O2 to improve their artificial intelligence capability to be the leading AI for sales and enriched personalised journeys utilising robust and intelligent data models.

As a sole designer for Aura UK, I completed all the key personalised journeys that were specific to the UK market, of which “Can I upgrade” was the key user journey.

Design process

My approach

After understanding the brief for each user journey I took all the insights provided to me by the product owners, did competitor analysis and started to put together some designs (Using the Atomic Design Principles) to reflect my concepts for each user journey. I then presented various versions of each concept to the key stakeholders and collectively agree on one design. For some complex journeys where we needed validation we would put those journeys through usability testing.

One important part of the process was to liaise with the Aura team (Product owners) in Spain to seek design approvals and consistency across global teams.

User test

O2 have a partnership with external user testing company. I worked closely with them to put together the research objectives and questions and also attended all the user test sessions at their facilities. Once the findings were presented back to us we iterated the designs for the next round of tests.

UI design

All the components used were from Tesco design system that utilises the Atomic Design Principles which has been fully tested for accessibility. I handed over my detailed flows to the UI Designer who created all the breakpoints for all touch points ready for development delivery.

Development

I worked closely with the development team to ensure all aspects of the UX/UI designs were implemented. We had many rounds of explorative sprints to ensure we achieved the correct outcomes as per my UX.

Aura Design System

Aura uses a design system that utilises the Atomic Design Principles, where a collective of basic Atoms creates a functional Molecule which can be put together to create Organisms and in turn stitched together resulting in full UI for a specific Template/Page or UI.