AI Revolutionizes Customer Connections at Havaianas:
Enhancing Omnichannel Experience with AI
THE PROBLEM
Havaianas faced challenges in connecting all sales channels, leading to inventory discrepancies, duplicate orders, delayed updates, and dissatisfied customers. The primary point of contact, WhatsApp, also caused human overflow and compromised brand voice and design principles.
Team: UX and UI Team Mobi2buy and Havaianas | Timeframe: Jan 2021 - Jan 2022
HAVAIANAS
the product
The AI-powered Havaianas bot, designed to streamline customer interactions and improve overall user experience across various sales channels.
the results
By implementing the bot and refining the omnichannel experience, Havaianas aimed to transform conversations into conversions, enhancing consumer convenience, agility, and simplicity.
Big numbers
86%
+ 88.000
retention rate from the beginning of the project
Sessions monthly until today
insights
1
Inventory Management:
Identified the need for accurate inventory updates to avoid customer dissatisfaction and operational issues. Activities included integrating tools for improved inventory management and logistics.
3
Customer Experience:
Focused on enhancing overall customer experience by offering convenient, agile, and simple purchasing journeys across trusted channels. Activities included customization of AI for personalized interactions.
2
Communication Channels:
Recognized challenges in managing customer interactions, particularly through WhatsApp, leading to human overflow and loss of brand identity. Activities involved developing the chat bot and refining conversational experiences.
DELIVERY
throughout the process
01
The AI bot for Havaianas
I was responsible for creating visually appealing and user-friendly interfaces for the chat bot across various platforms like WhatsApp, Instagram, Facebook, and Messenger.
Deliverables:
-
Voice tone
-
High fidelity prototypes
-
A/B testing for writing
02
Improved omnichannel Conversational Commerce experience
I also worked with product manegers, Dev's team and stakeholders on enhancing the overall user experience for Havaianas' omnichannel Conversational Commerce, ensuring seamless navigation, clear communication, and intuitive interactions for customers interacting with the bot.
Deliverables:
-
Data flows
-
Activity flows
-
User journeys considering the API
03
Revenue generation within the 1st quarter of 2021
While not directly responsible for revenue generation, I collaborated with stakeholders and other teams to ensure that the design aspects of the chat bot persona and the Conversational Commerce experience align with revenue generation strategies. This could involve optimizing conversion paths, designing persuasive interfaces, and tracking user behavior to improve sales.
04
Integration of tools for better inventory management, logistics, and customer experience
Additionally, I collaborated with developers, product managers, and other stakeholders to integrate tools and technologies that enhance inventory management, logistics, and overall customer experience. My role involves understanding user needs related to these functionalities and designing interfaces that facilitate smooth interactions.
Deliverables:
-
Data flows
-
Activity flows
-
Heuristic analyses (CRM)
-
Usability tests (CRM)
05
Implementation of intelligence to increase conversions and CRM opportunities
I was also involved in implementing intelligent features within chat bot, such as AI-powered recommendations, personalized messaging, and automation of customer support processes. This involves understanding AI capabilities, designing user flows for intelligent interactions, and testing the effectiveness of these features in increasing conversions and CRM opportunities.
outcome
The implementation of bot and the enhanced omnichannel experience aimed to bridge the gap between customer expectations and Havaianas' services, ultimately improving conversion rates and customer satisfaction. Detailed success metrics post-implementation are pending but are expected to reflect positive changes in customer engagement and revenue generation.
Nowadays, the chat bot has gained even more personality and is called Iana.
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