Os chatbots da OLX e ZAP Imóveis são ferramentas automatizadas disponíveis via WhatsApp e Chat Online, projetadas para facilitar o atendimento aos clientes profissionais nas plataformas OLX e ZAP Imóveis.
INDUSTRY
Technology
ROLE
Product Design Intern
Context
The support teams operated in isolation, resulting in loss of information, increased costs, and longer waiting lines, which directly impacted the customer experience. I was responsible for conducting the discovery and proposing solutions to improve the account reactivation journey, standardize communication across channels, and unify the processes on a new support platform.
Problems
Confusing reactivation flows, which led users to abandon the process.
Inconsistent language across channels (web, app, chatbot), compromising the clarity of information.
Isolated support channels, with distinct flows and little scalability.
High volume of manual tickets, especially for contract reactivations.
Approach
Conducting heuristic analyses and comprehensive review of the reactivation flows.
Study of market benchmarks to find references.
Review of UX Writing to ensure consistency and clarity across all channels.
Collaboration with support, product, and technology teams to ensure the migration and implementation of the flows.
Applied Solutions
Reorganization of Reactivation Flows
Objectives:
Make the flows more intuitive and efficient.
Identify improvement opportunities through heuristic analysis.
Adapt communication for different platforms (app, web, chatbot).
Results:
Simplified and consistent flows across channels.
Communication aligned with best practices in UX Writing.
Reduction of friction and abandonment in the reactivation process.
Complete review of reactivation flows:
OLX Chatbot – Migration and Platformization
Objectives:
Unify the service channels into a single platform.
Standardize the conversational experience across teams.
Reduce operational costs and technical complexity.
Results:
Centralized and standardized digital support.
More control, consistency, and efficiency in operations.
Chatbot ZAP – Contract Reinstatement
Objectives:
Reduce tickets regarding contract reinstatement.
Promote customer autonomy in simple processes.
Make the flow faster and more intuitive.
Results:
Complete redesign of the flow in the chatbot.
More agility and less dependence on human assistance.
Concrete Results
More unified and scalable operation.
Consistent communication across different channels.
Significant reduction in manual tickets.
Clearer, more efficient, and autonomous flows for the end user.
100% migration of support teams to a single specialized platform.
42% reduction in contract reactivation tickets (Mar/23 vs Mar/24).
Learnings
Automation works well only when it is thought out alongside experience. In this project, small adjustments in language and structure had as much impact as the choice of technology. The game changed when we understood that, instead of simply migrating the platforms, we needed to change the way the user was guided at each step.
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