IT Specialists
Cross-functional UX Partner
Key & End Users
To simplify this, the Maintenance Assistant was developed as an GenAI chatbot that allowed technicians to ask questions directly and find information within documents more easily.
The functional prototype was already completed, but before the official launch, usability improvements were needed to ensure the best user experience.
Worked with AI stakeholders and a business IT specialist to test 6 users using the thinking aloud method to identify pain points.
Analysis & Optimization
Used affinity mapping to analyze issues, optimized the chat flow, and redesigned the UI based on the design system for better usability.
Usability Testing - 2nd Round: Redesigned Mockup
Tested the redesigned mockup with 5 users and introduced a cross-functional UX partner to improve broader collaboration and implementation.
Final Outcome
Resolved usability issues within technical constraints, improving clarity and efficiency.
Users had to select a database before starting a conversation; otherwise, responses were significantly slow and often inaccurate (AI hallucinations). However, they frequently forgot this step, making the experience frustrating.
❌ V1.0
- Remove the database selection step
- Provide multiple answer options with relevant documents
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Result
- Too many document answers overwhelmed users, causing them to abandon the system early.
- Context-based default answers were difficult to implement technically.
- Asking users to select the relevant database before each chat
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Result
- Relatively complex and tedious
- First-time selection instead of requiring it before every chat, while allowing users to change it at any time later.
- Default and additional options to balance accuracy and flexibility.
- Uncertainty option with clear information about potential consequences.
- Display all database options instead of a dropdown when the selection list is short.