- Experience When developing the solution, we had to keep in mind the key pain-points that needed to be eliminated. MDG made sure to consider thinking about solutions via an employee-lens. Communication with the Chatbot had to be natural, all menu items had to be accounted for and recognized by the Chatbot, and employees would need the ability to customize their options given diet-restrictions and the consumer expectation for hyper-personalization.
- Feedback Loop When making adjustments to the solution, the feedback loop largely consisted of user-testing and ensuring the Chatbot technology within Slack was operating correctly with engaging and correct responses. The team then made note of any nonsensical responses and the Slack ordering solution was updated as needed. The solution also had to make sense from an operational lens, thus, contact with cafe staff was essential in making sure the new ordering system was not causing any extraordinary issues.
- Design The design component revolved around the accessibility, aesthetics, and readability of the Chatbot within the Slack interface. The user had to be able to clearly decipher responses – this included simple-to-read messages, organized and streamlined response layout, and engaging emojis and language that provided a relatable feel to the ordering interface.
All development was done in-house by our coding wizards to create a perfectly crafted and personalized experience for the client’s employees. Chatbot curation, operator communication regarding orders, and eventual integration into the Slack platform were key steps in the deployment process.