Close

Duc Trinh

The experienced UX/UI Designer

WeightWatchers - 24/7 Chat
Project Overview

For current WeightWatchers subscribers for both Online and eTools plans, enable a chat function on the homepage to allow members to get quick and helpful answers to their questions.  This chat tool would provide both customer service and weight loss expert advice. Support would be provided anytime, anywhere.

Challenges
  • Wait time can be too long
  • No ability to request a specific coach
  • No ability to view coach’s profile
  • ADA compliance issue with color contrast
  • Dialog seemed rehearsed and not natural
  • Dropoffs when questions were not answered
  • Connection lost issues
  • Issues navigating away from homepage
  • Ratings for coaches not prominent
  • Confusion on various chat options
  • Needed more information on chat options
Solutions
  • Implemented a timer to show seconds to connect
  • Updated coach’s initial greetings
  • Ensured all coaches had images for profiles
  • Provided feedback to call center 
  • Coach prompting user to take survey and rate
  • Worked with engineering on adding chat to all pages
  • Worked with Teletech to ensure proper connectivity
  • Modified wait screen to have motivating messages
  • Added an FAQ modal box to explain benefits
  • Worked with copywriters to test various chat copy
  • Used real images of coaches to make it more personal and welcoming

************************

Visual Design, Interaction Design, User Research and Testing, Wireframe