April 2024-Present
Altria
Figma, FigJam, AI Assistants, Adobe CC
Lead UX Designer
Altria launched a generative AI initiative with Capgemini’s design team to improve employee work efficiency. ResoAssist was one of the 4 use cases.
- Technicians are spending more than an hour to find relevant material inline with work instructions to perform repairs.
- Experienced technicians find it hard to transfer knowledge to new trainees.
- 80% increase in adoption within 3 months because of preview, past tickets and HMI designs.
- 20-30% increase in daily ticket resolution rate after deploying the application.
End-to-End Product Design, Workshops, User Research, Design System, Usability Testing
For detailed case study walkthrough or to view the deck below, please contact me :)
To kick-off the design process, I conducted a workshop, gathered high-level insights to define solution. I then conducted a user testing session followed by another validation session to get feedback on lo-fi prototypes. I collected those insights to create hi-fi prototypes.
- 2 hour workshop
- 5 Technicians and some key stakeholders
- Goal: outline detailed workflow, input, output, data source and expected future state.
Inspired by current market solutions and to address the maintenance team's problems and needs, we implemented a tailored chatbot solution for them. The implemented solution should:
- Average time taken to complete a repair task should decrease.
- Average time taken to find relevant material should decrease.
- Percentage of technicians using the chatbot daily/weekly should increase.
- 1 hour session
- 5 Technicians
- Goal: Get feedback on design suggestions and user stories.
- Conducted a quick half an hour session with at least two of the users to validate the changes before finalizing the designs.
- Users were given a link to access and interact with the full lo-fi mockup and we collected their feedback.
Overall in this process, I noted many user insights, business challenges and technical constraints. Following are some of the key user insights that shaped product decisions:
Scanning HMI Screen: Users wanted to extract fault numbers directly from the human machine interface.
Preview First: Users wanted to open a preview of documents and videos within the application.
Directly from Ticket: Users wanted to navigate to application directly from a trouble call ticket.
ResoAssist retrieves information from Altria's multiple data sources to link and summarize all relevant information in a conversational format.
