Research
↳ Identifying stakeholders & complex power dynamics: seeking a need balance between the internal and the external.
I started with identifying 5 groups of key stakeholders in the chatbot experience design, followed by competitive analysis and user research. Additionally, Autodesk products face three categories of customers: business, EDU, and personal.
↳ Digging into 6+ competitors: how has the non-compliance conversion experience evolved in other SaaS companies? What are the commonalities and differences? Did they work well?
# Comparing with Adobe, Microsoft, Netflix, Amazon, Target, etc.
Industry competitors who provides genuine service include Adobe and Microsoft. I looked into their user flow and experience design of the in product messages, landing page, and chatbot flow. Though the information available online is extremely limited, I was able to discover their different design iterations, dig into how the design has evolved, synthesize my findings, and compare with that from Autodesk.
Given the fact that not all industry competitors who have genuine service provide chatbot experience for non-compliant users, I also researched more on the chatbot flow design of customer-facing corporations, including Amazon, Target, Netflix, Walmart, etc.
↳ Non-compliant users (NCUs) globally: who are they? Which nonvalid software & version did they use and why? How was their IPM➝LP➝chatbot conversion experience?
# Talking to recently converted customers from the UK, India, the UAE, and the US
I collaborated with a senior UX designer on developing interview questions and conducting a total of 6 in-depth interviews with recently converted customers. They all come from various industries and nationalities, and had fully experienced the IPM (in-product messages) ➝ LP (landing page) ➝ chatbot flow when they were using pirated Autodesk software. Interview objectives are as follows:
1) Understanding the user experience difference between nonvalid software and genuine software;
2) Understanding the "IPM ➝ LP ➝ Chatbot" user journey;
3) Acquiring user feedback on the current design;
4) Informing them of the risks of pirated software;
5) Listening to their further needs and suggestions.