Bookkeeping Chatbot Optimization Project
ZOO Financial is a bookkeeping chatbot built on LINE with over 670,000 users. I contributed to the optimization of this platform by designing the wireframes for the Richmenu and helping guide users within the community. My focus was on simplifying the bookkeeping process to make it more intuitive and improving the way users provide feedback. For example, after entering a record, a playful chicken mascot appears with fun, such as money-saving reminders, aiming to increase user engagement and loyalty.
Through gathering user feedback from the official discussion forum and monitoring active users, we identified the following main pain points:
1. The old Richmenu and bookkeeping interface were not user-friendly, often causing users to feel lost.
2. There were no clear or accessible ways for users to seek help when they faced difficulties.
Interface Optimization
Restructured the Richmenu to simplify the workflow and make the bookkeeping experience more intuitive for users.
Community Strategy
Made it easier for users to join the community directly from the bookkeeping interface and encouraged them to participate in the discussions.
Introduced community topics to spark engagement and implemented a ranking system, Elder & Newbie, to encourage experienced users to help newcomers.
After launching the new version, we used an interactive Chatbot to guide users through the new features. The results showed:
1. A significant increase of 150% in the average number of bookkeeping entries per user, rising from 4 to 10 entries, due to the addition of more detailed and intuitively selectable income and expense categories.
2. A modest rise in community membership, with users primarily joining through the official account and asking questions related to the features. This indicated that the guided flow was effective, and the community successfully became a space for interaction and problem-solving.
This project reinforced my belief that design is not only about aesthetics but also about making technology human-friendly and intuitive. By interacting closely with users, we gathered valuable real-time feedback and improved the overall experience for new and existing users through active community interaction. It showed me how design can act as a bridge, seamlessly connecting people with technology.
While the ranking system, Elder & Newbie, helped distinguish users, it lacked tangible rewards. In future versions, we could introduce more meaningful recognition or incentive systems to ensure active users feel valued. Moreover, aligning the community theme more closely with the bookkeeping function would improve the overall coherence and make the experience more cohesive.
This project highlighted the essential role of community engagement in creating a successful product. Design is not just visual—it's about driving behavior and fostering meaningful interactions. Through careful guidance, we can encourage users to join the community, participate in discussions, and share their experiences, thus creating a stronger connection and enhancing the overall user journey