ZENVIA
I wrote the dialogue of a bank chatbot
according to its voice and tone of voice.
according to its voice and tone of voice.
Overview
Zenvia is the final challenge of the UX Writing course by Zenvia Empower. As a UX Writer, I designed a dialogue for a fintech virtual assistant, carefully crafted to express the bank's identity and tone of voice.
What was at stake
Development of a virtual assistant that offers the user the following services: balance, duplicate invoice, change the due date, confirm payment, replace my damaged card, freeze my card.
We are a renowned bank, and we know the responsibility we have with our client's assets, while we are also very attentive to the advancement of technology and how much we can consciously use it. That's why we have decided to invest in the automation of essential services, offering agility and safety." Greg, CEO.
Approach
An online survey was applied to 11 users to identify which type of language customers would like the virtual assistant to have.
How I solved the problem
The survey has shown that 72.7% of users would like the virtual assistant to adopt an informal language, being able to use emojis and some casual expressions, lightly bringing a tone of enthusiasm.
Online Survey | Google Forms
Proto-persona
After analyzing the data, I have identified the following proto-persona:
Proto-Persona
User journey
User Journey
Flowchart
According to the data collected, it has been concluded that the user feels comfortable with a more laid-back and relaxed language, even when it comes to financing. With that, I developed a light dialogue with small emoji insertion while keeping the brand's voice reliable. That is a scripted chatbot with a simple and oriented design, as the fintech is starting its investments in the automation of communication channels.
See full chart here.
Learnings
Carrying out this project has brought me great personal fulfilment. Even though it was a challenge, studying a more specific area within UX Design allowed me to improve my writing skills and the design of conversational flows. The world of chatbots got me, and working as a UX Writer left me speechless (pun intended).
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Before you go
I would love to hear your opinion about what type of language you think a fintech virtual assistant should have. 🤖