Grasshopper Chatbot

The Grasshopper chatbot was an interesting project. The marketing shifted from a slightly goofy interface to a theme of putting a professional face on your micro-business. The recent rewrite reflects this shift in persona. Also, no live chat agents are available, so the design had to be carefully constructed around that business rule.

LastPass Chatbot

I designed the LastPass chatbot for 2 distinct audiences: prospects and existing customers. Prospects receive a light touch TOF flow, with larger businesses escalated to live chat sooner rather than later. Existing customers get the support experience, covering >80% of support topics.

This bot has several successful innovative features:

1) By far, ‘forgot master password’ is the most frequent request. The bot talks the user through 5 different methods of password recovery, leading to a 4-5% decrease in associated helpdesk tickets.

2) Data showed that users often asked to cancel their account, but only because of a forgotten master password. The cancellation flow asks first if the reason for canceling is password related. If so, it runs the password recovery flow. Implementing this flow resulted in 8-9% decrease in cancellations.

3) Usability testing showed that new users frequently stopped using the product soon after installation because of a lack of instructions. The bot now has an on-boarding flow that talks users through several important features.