SCB ChatX

Project description

ChatX new product platform for SCB

Platform

Chat platform

Jun - July 2022

Role

Professional Team Project l SCB TechX, Thailand l April 2022 – July 2022 l Role: UX/UI Research : Research for new product opputunity Chat platform

Overview

To be a next - gen customer xperience platform with smart AI in order to help customer by offering service

that will be most relevant, intelligent and helpful to unlock customer business potential with delighted users and happier employees.

Project goal

Deeply understand customer lifestyle, goals and needs to improve customer lifetime value with higher engagement & better CX to gain higher sales cinversation and return.

The Challenge

How to Identify for product opportunity on market place and customer value proposition

Discovery and emphaize

01 Chatbot overview

Thailand stood out as the most advanced market on conbersational commerce globally.

02 Market lanscape and compititor analysis.

Strengths and weaknesses summary and opportunity for CHATX

Feature and capabilities breakdown by CRM function

Workshop and ideation

Identify objective goal
Identify As-is information
Identify target user
Customer profile and segment
Participant criteria
Create user persona
Crate user journey