Project overview

I designed a decision-tree conversational bot for Iberdrola to help users purchase electricity plans and get answers to FAQs. My work focused on creating intuitive flows with clear calls to action and collaborating with a UX/UI designer to ensure consistency with Iberdrola’s digital ecosystem. I also delivered a Best Practices Guide and Content Deck for smooth handoff and future scalability

Objetives

• • Improve the user experience by applying UX heuristics to ensure clarity, efficiency, and trust throughout the conversation.

  • Facilitate the purchase of electricity plans, guiding users step by step through a decision-tree flow.

  • Increase conversions by streamlining the sales process and reducing friction points.

  • Provide quick and accurate responses to FAQs, minimizing the need for human intervention and improving customer satisfaction.

  • Build trust and transparency in the purchasing process, offering reliable information and clear calls to action.

My role

• • Conducted a heuristic re-evaluation and analysis of the existing conversational flow to identify pain points.
  • Designed decision-tree conversations to guide users through electricity plan purchases and FAQ resolution.
  • Collaborated with a UX/UI Designer to align flows with Iberdrola’s digital ecosystem and ensure consistency.
  • Created visual flows, calls to action, and interaction patterns to enhance usability and engagement.
  • Delivered a Best Practices Guide and Content Deck to support handoff, scalability, and future improvements.

Reach

• 34.000+ users monthly

The team

Conversational Designer, UX/UI Designer, Developers, UX/UI Designer, Project Manager. Also, Legal, Sales, and Fraud teams. 

Methodology

Scrum – Agile.