Starting up Smoothly - piloting a chatbot network with three public organisations
Starting up Smoothly is a common chatbot service of three independent interconnected chatbots that started its pilot in 2018: The user interacts with only one interface to ask questions to all three chatbots and receives answers related to starting a company, taxation and immigration in Finland. The project covers topics from the three participating organisations Finnish Immigration Service (Migri), Finnish Tax Administration (Vero), and Finnish Patent and Registration Office (PRH).
Below you see a video of the three different types of transfers in action.
My role in the project varied between that of a classical Service Designer (envisioning the solution, organising design and development sprints with the teams, user research and user testing), that of the Interaction Designer (avatar design, chatbot window design, webdesign, visualising three different bots in a single interface), and that of the project coordinator (syncing between organisations, keeping upper management informed about progress and upcoming needs,…).
More information about the project (including a full experiment evaluation document) : www.startingupsmoothly.fi
