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Alan Ai – User Adoption Platform

Crossover was faced with the challenge of a major user interface overhaul within their keystone product. The product supported a network of thousands of contractors and employees working for multiple companies across the globe.

The problem: Foundational elements of the interface user-conventions had become obsolete over time, due to lack of dedicated resources for regular product updates.

The solution:

  • Phase 1: A smart tool which could guide users through conventions and provide access to support articles and real-time support agents via chat. This allowed designers necessary time and data in order to develop the new interface.
  • Phase 2: Provide a way to a/b test new conventions within the live system by pushing concepts to segments of users.
  • Phase 3: Re-route traffic from the old interface to the new one so that the obsolete solution could be taken down without increasing support tickets. All while converting the monolithic configuration of the existing backend to a micro-service model.

I was personally responsible for both the UX and UI design of this project.

I worked with 3 teams of developers with subject matter expertise in front end development, back end development, and business intelligence.

Product Logo + Identity

Key Brand Elements

The program was designed with elemental references to it’s namesake: Alan Turing. The inactive state was a 0, the active state a 1, and all in-product messaging appeared in a “ticker-tape” layout.

Intuitive UI

The tool was positioned in an non-intrusive space: the bottom left corner of an anchorbar which was injected into the product. This configuration was chosen as a half-way step between the new ui navigational convention of drawers and the old “app-based” convention. 

This allowed the user to become familiar with the concept of looking to the left drawer for their navigational needs, allowing the team to eventually do away with app-feature display on the right that was giving our users so much trouble. 

Minimal Disruption

If desired, the user could opt-out of the interaction and Alan would collapse to a square button. If clicked, the tool would re-engage the user. If left alone, it would stay out of the way. 

This feature was designed to promote retention of advanced users who were familiar enough with the system to be able to navigate in-spite of its unnatural conventions. This way, our more productive users would not see a decrease in daily productivity due to ui disruption. 

Self-guided training tools

Alan featured a chatbot, powered by Kayako – a sister company to Crossover within the Think3 portfolio. The chatbot could field basic user FAQ’s while logging data about common problems users would ask about. If a problem became too complex, the user would be routed to a live support agent.

This feature allowed us to optimize the agents time, by providing a gate that managed issues commonly associated with user error. 

Smart Coaching Tools

When a new feature was released to replace the old, antiquated method, we used Alan to interject push notifications and guide users to the new tool. 

New Feature Injection with built-in A/B testing

Though Alan began as a minimal portion of the UI, the more the user engaged the tool, the more space it took up. Ultimately, the tool would overlay the entirety of the old product and fill the space with the corresponding frame of the new user interface. 

This allowed us to establish UX conventions in the exact configuration of UI patterns that the user would experience once the full transition was complete. 

Support Portal

We conducted deep dives for every feature within the system and identified the most common struggles a user would face within the old conventions. We then compiled a documentation library for each issue identified. 

All roads through Alan lead to a new support portal – also powered by Kayako. This portal provided a place where our development and support teams could collaborate on helpful documents to inform the user journey through training. 

It also provided a library of user experience data for our team to rely on while implementing improvements. 

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