A chatbot designed for Bird scooter chargers
Conversational Design, AI Design, UX Research
Student Work | 4 weeks
Bird's mission is to make cities more livable by reducing car usage, traffic, and carbon emissions.
The "chargers" that sign up with Bird have faced many problems with little aid in return. This solution aims to fix that by providing virtual assistance.
"The "HELP" staff on the app does not respond, nor do they have a phone number. This makes it sometimes impossible to get an issue resolved unless your follow up 10 times or more. Their communication is unbelievably horrible."
- Charger in Santa Monica, CA
"No in-person or phone support when you need help (for example, you go and bring home a Bird that won't charge and want to know what to do) and the online chat reps will often ignore your messages for 12 hours or even indefinitely."
- Charger in San Diego, CA
Lost Scooter Flow
By providing assistance for the scooter chargers in the midst of their search, Bird can change their image from being apathetic to being communicative and assistive.
Assisting the charger when a scooter is experiencing problems is imperative to the turn-around process. Research shows that chargers are left in the dark when dealing with damaged scooters.
Chargers tend to have lower income and work for Bird as a means for extra pocket money. Resting their concerns with payment and assisting with payment issues takes the burden off of the call center.
The chatbot is posed to live within Bird's current app for easy access
The bot was built in Chatfuel, the world's leading chatbot platform.
The "lost scooter" chat flow is designed to defuse and assist in frustrating situations. The earned income on charging a single scooter has small margins and therefore, quick a turnaround is important to chargers.
Sam Pietrzak - Experience Design
Doug West - Experience Design