The Gym Group: Chatbot
An ongoing project for The Gym Group (TGG) where I worked on the first two phases.
The vision is to create a chatbot as an accessible online alternative to their call centre.
Phase one
Wherever possible, we re-wrote the answers from the FAQ page to fit within a 200 character for mobile – starting with the most frequently asked questions.
For longer step-by-step responses, we explored accessibility and dialling up the brand’s voice by injecting a short phrase or line at the start of end of each response to help engagement.
Finally, we uploaded all our content into a QnA Maker as one source for UX, copy and development, and paired each version of the question to the response. .
QnA maker
Phase two
Optimisation Rounds
We iterated on any copy that users found unclear, or missed information, rhetorical repsonses stood out, and updated the tone following new TOV guidelines.
Chit-chat
TGG wanted to use a plugin called ‘Chit-Chat’ as a way of covering conversations that weren’t Gym related. The plugin uses pre-written content for both the question and the response, like ‘Will you marry me?’, ‘What’s your favourite colour’ and, ‘Do you have any family?’.
My task was to review over 100 responses and re-write them to fit the brand’s TOV, and select which ones felt most appropriate for the goal of the Chatbot.
Booking classes
We looked at the conversation structure for booking classes. The Chatbot needed the user to say the time, date, location and class information to book a class – and have the option of changing gyms if the class they wanted wasn’t available in the gym they initially selected.
We tried and tested several versions before using the one shown below. Now the bot automatically looks at classes available the following day at the user’s home gym.
