Automation of certain business processes is no longer an option. It’s a necessary element of business transformation that dramatically boosts the growth and development of a company. Especially when it comes to marketing, operations, finances, and most importantly — customer experience.
To handle CX automation properly, you should use Proto. A platform created to design seamless customer experiences by automating routine customer support tasks and gathering the necessary data.
Together with Proto, we faced many challenges on different stages of product development: UI UX design, development and QA testing. In this case study, we will tell about how we dealt with challenges and issues to make Proto a flawless and top-notch solution.
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Brief summary
- Proto is the leader in inclusive chatbots and multilingual contact center automation.
- The challenges we faced were related to three separate product creation phases: design, development, and quality assurance.
- Regarding the design part, gathering a lot of relevant feedback and turning it into a user-friendly UI for new features screens was the most crucial task.
- The Web Development team was responsible for supporting Proto enhancing the user experience of the website and developing new key features.
- For the QA team, the main challenge was the lack of proper test documentation and QA processes thereof.
- Our team successfully overcame all the challenges and delivered the best possible result. We still cooperate with Proto to implement new features and solutions.
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About the project
Proto is an advanced CX automation platform designed specifically for businesses and governments operating in emerging markets. It boasts a highly specialized natural language processing engine that delivers exceptional accuracy in intent classification and the ability to provide customer support in over 100 languages.
Proto empowers organizations by allowing to:
- Create chatbot conversation flows effortlessly, without requiring any coding skills.
- Enhance chats by incorporating multimedia elements, surveys, and other interactive features.
- Automatically generate comprehensive customer profiles that include chat history and authentication data.
- Intelligently transfer chats to live agents based on factors like intent, language, and other classifiers.
- Streamline and manage both automated and live customer service across multiple channels from a single unified platform.
- Customize and tag conversations with specific categories for better organization and analysis.
- Monitor chat performance through flexible and customizable analytics tools.
With Proto’s user-friendly, cost-effective, and scalable CX automation solution, organizations in sectors such as finance, healthcare, government, and others can effectively enhance accessibility to their services within local communities.
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What was the challenge
Our cooperation with Proto started with Quality Assurance, as our main goal was to uncover possible product problems that may result in poor user experience and customer churn.
Eventually, we decided to continue our cooperation after making the first iteration of QA for Proto. The team was extended with a UX UI Designer and Web Developer. All of them had the ultimate goal: turning pitfalls into opportunities.
Splitting the whole process into a part, here are the main challenges we faced at each stage of the project:
UX UI Design — urge to gather a lot of relevant feedback and turn it into user-friendly UI for new features screens for internal platform.
Web Development — undeveloped key features on the product’s main website and low-performing user experience.
Quality Assurance — total absence of test documentation of the internal platform. The whole QA process was not established properly.
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Solution we provided
Regarding the fact that we were cooperating with Proto gradually, many of the issues were uncovered step by step. Even though each project stage was a separate set of tasks for specific expertise, we established productive internal communication to solve the problems faster.
Nevertheless, below we highlighted our main achievements and vital processes.
Design
In order to ensure a top-notch design implementation, our design team was in constant communication with key stakeholders across different teams. This allowed us to incorporate the right messaging into the design and gain valuable user insights to improve the user experience of the internal dashboard platform.
Moreover, to get valuable feedback, we conducted a “Silent critique” session, where every Proto employee could express their concerns and thoughts about the design.
This allowed us to conduct an efficient design stage, which included market & competitors research, brainstorming, detailed user flows, wireframing, prototyping, and design system upgrade.
As a result, we designed the UI of many key screens and design elements, including:
- Onboarding (first-time user experience)
- User banning feature
- Message scheduling feature
- Single sign-on
- Two-step authentication
- Custom email notification
- Undo send feature
- Notes color enhancing
- Peak customer message (view what the end-user is typing in real-time)
- Universal tag feature
At the time of writing this article, the design team already surpassed a milestone of 730 hours working hours. Along with the main tasks, our designer was in close cooperation with the client’s development team to ensure smooth and steady design implementation.
Web Development
This part involved supporting Proto during the creation of dynamic web functionality and enhancing the user experience of the main website through a variety of tasks, both small and complex. It’s important to note, that our web development team was working on upgrading the main website, while both design and QA teams were focused on Proto’s internal monitoring and analytics platform.
The tasks ranged from introducing a business government toggle, designing a sophisticated pricing calculator, making smaller changes to the website’s language settings, sorting items, and fixing minor bugs.
The technologies used for this project were jQuery, vanilla JavaScript, and Webflow, offering a seamless combination of custom code and pre-built templates.
Long story short, we were responsible for implementing such features and tasks:
- Business Government Toggle: This feature was a toggle switch in the header, which altered the type of the webpage. Depending on the position of the toggle, different sections of the website would be visible or hidden, thus customizing the user experience based on their specific needs.
- Pricing Calculator: A complex task that involved creating an interactive calculator for users. This calculator allowed users to select various channels and specify the number of messages they wished to send in a given timeframe (e.g., per month). The calculator would then compute the total cost for the user based on their selections.
- Minor improvements: The project also consisted of various smaller tasks aimed at improving the website’s overall functionality. This included changing the web chat’s language, sorting items on the site, bug fixing, and creating timers for workshops and webinars. These timers were used to show or hide sections on the website based on the timer’s status.
Quality Assurance
To ensure a thorough and productive QA process for Proto platform, we provided a wide range of solutions to ensure a proper work of the internal Proto platform. Including both technical and managerial:
- Different types of testing performed (performance, regression, functional, compatibility, mobile, and other types of testing)
- New features and bug fixes testing in all environments
- Using GitHub and Visual Studio to test tickets locally
- API testing using Postman and Swagger
- Requirements testing
- Testing of new designs before development (Figma, Zeplin)
- Writing clear test documentation
- DB testing using DBeaver
- Android App testing using Android Studio
- Direct communication with clients to solve their problems
- Fast response and flexibility to fit Canada/Asia timezones
- Close cooperation with developers, including attending all SCRUM activities
- Helping team members overcome their tech struggles
- Suggesting improvements and new ideas
- New QA team members hiring and onboarding
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Result
Now, Proto is the global leader in CX automation and managing software with top-notch AI solutions and hundreds of satisfied customers.
The shortlist of Pecode accomplishments during our cooperation with Proto includes:
- Established a QA process that enhances the user experience and maintains high test coverage.
- Flawless features integration and improved functionality of the website. Along with the completion of a wide range of small improvements.
- Complete and unique design system with dozens of updated screens and design elements for new features.
We still cooperate with Proto to satisfy their customers with the best possible experience and flawless platform functionality. During the last year of our cooperation, we became close partners with full trust in each other.
In Pecode, we’re always ready to bring great ideas to life and ensure their proper work. For those who are ready to start this journey with us, we’re always available via hello@pecodesoftware.com
