Project Summary
Searching for senior living can be overwhelming due to emotional stress, complex decisions, and limited transparency. To empower users, we designed an AI-powered chatbot that helps customers learn independently and progress through their decision journey with greater clarity. By embedding the AI chatbot within key areas of the site and offering multiple ways to engage, we aimed to improve the search experience while reducing the volume of unqualified inquiries to call operators.
My Role
Untangled ambiguity by identifying the core opportunity and reframing the design direction, accelerating progress on a stalled 3-month project.
Collaborated cross-functionally to redefine MVP requirements and align the team around a clear product vision, enabling faster decision-making and delivery.
Streamlined search experience, shaping key interactions including entry points, conversational flows, engagement strategies, and email capture for marketing.
Solution
AI-Powered Chatbot for a Smoother Search Experience
Finding the right senior living option can be overwhelming, the decision pertains complex choices, emotional stress, and logistical challenges. Our AI-powered chatbot provides proactive guidance and contextual responses, helping users navigate their search with confidence.
Proactive Engagement
The chatbot surfaces helpful Q&As at key points in the user journey, guiding users early—before they get stuck or need to search.
Contextual Conversations
Using natural language processing, the chatbot tailors responses based on user intent and history —accelerating the search journey with relevant, personalized answers.
Decision Progression
The chatbot supports decision-making by surfacing key considerations and nudging users toward the next logical step in their journey.
Mirroring Decision-Making with the Sales Funnel
The chatbot experience was designed to mirror the natural progression of a user’s decision-making journey, aligning with the sales funnel stages. By structuring interactions around awareness, interest, decision, and action, we ensure that users receive the right level of information at each stage, preventing overload while keeping them engaged.
Impact
Reduced Call Volume
The chatbot minimizes unqualified inquiries by addressing common questions upfront, easing the buron on call operators.
Scalable Knowledge Base for Future Growth
The system allows property teams to update answers and add new info over time, making it easy to grow the knowledge base and improve response quality as offerings evolve.
Drives Decision Progression
Reduce drop-offs and accelerate decision-making by using context-aware AI to guide users through each stage of their search journey.