Enhanced User Engagement for E-commerce

The project’s scope of work was personalised customer experience replacing customer care service. This was done by creating a user community platform consisting of their experiences, recommendations and suggestions, posted by the users. The said forum was made artificially intelligent with the use of keyword tagging that enhanced user’s experience.

The enhanced user experience helped in reducing call loads, building up reputation and goodwill, personalised customer experience within the forum. The forum provided data to the company for review purposes.

As a team player I contributed as an Interaction designer by doing:
- In-depth user research
- Competitive analysis
- Created wireframes
- Information architecture
- User testing.