CX research for an AI voice assistant

Duration: 17 months

Location: Berlin

Challenge

Every day, a large number of customers call Deutsche Telekom's hotlines because they have problems with their products and invoices or other difficulties they need help with. To improve service quality and increase efficiency, Deutsche Telekom investigated how to use an AI voice assistant to answer customer queries more easily. As a user experience researcher, I was responsible for defining users' requirements and understanding their attitude towards talking to a virtual assistant.

Approach

🔁 Establishment of a regular user testing process to ensure a truly user-centered development of the product

🗯 Preparation of >20 semi-structured interviews including materials such as cards for card sorting or prototypes for user tests

💡Documentation of interview results, analysis of market trends through further research

🧑🏻‍💼 Presentation of the most important findings as part of C-level workshops to define the target image of the future customer experience

🏗 Feedback of the findings to the product team to create a prototype of the intelligent voice assistant

🧮 Statistical development and validation of a questionnaire to evaluate the UX of voice user interfaces in several iterations and based on >300 survey responses