Case Study: Virtual Assistant

UI/UX project

The goal of Virtual Assistant is to provide value to our users by making it easier to connect with people they care about. 
Bots and Virtual assistants are a hot topic. FB, Microsoft, Amazon and Google opened up their platforms to bot developers. Google Allo launched with AI and smart replies; FB is working on M, and Telegram, Kik and others have launched bot stores. 
Many of the big players are focused on conversational commerce, and they are much better positioned than us to crack the commerce use case. We want to focus on connecting people with each other, instead of commerce or other type of services.  "Connecting you to people you care about" is directly related to our core value prop of video calls and messaging.

User stories: 
New user: 
1. As a new user, I want to know how to find friends to talk to on Tango 
2. As a new user, I want to know how to invite people to Tango

Existing user: 
Sender / Initiator:
I can’t reach someone and:
1. Want him to call me back now, because it’s urgent!  
2. Want to make sure she is ok  (kids, family members) 
3. Want to know where she is (location)  
4. Want to leave a message and make sure he’ll receive it 
5. Want to know if his phone died or he is not on a network, and when it will be charged/back on the network again 
6. Want to know when he’ll arrive (ETA) 
7. Want to remind him about something 
8. Want to know when it’s a better time to reach her (Time zone)
9. Want to know why he did not reply. Is he angry at me, or just busy and forgot?  
10. Want to know what she is doing right now (calendar)

Recipient:
I want selected people I care about to: 
1. Be able to ping my email and phone when they can’t reach me and it's urgent
2. Know where I am so they’re not worried (location) 
3. Know when my phone is dead or off the network so they're not worried I want to be able to easily turn the virtual assistant off 
4. Know what I’ve been up to (schedule, photos) 
5. I don’t want to reply / talk to this person. I want to politely avoid them. 
6, Messages from this person are important, but I don’t have time to reply right now.
7. I want to be reminded to reply later 
8. This person is bugging me at the wrong time. I wish they knew not to bother me during work hours.
9. I have time late at night after 10pm when kids are asleep.

V1 Experience
1)  Onboarding flow:
A new user who just downloaded Tango will get a welcome message from Tango Kim. Furthermore, Kim will walk user through how to add more friends:
1. If user had denied permission for Tang to access the address book, Kim will prompt user to give access (Day 0)
2. Kim will suggest People You May Know to user (Day 1)
3. Kim will show user the different ways to invite users to Tango (per email, SMS, friends from address book who are not yet on Tango) (Day 2)
4. Kim asks user to set up Tango as the default SMS app (and talks about the benefits user gets - better stickers, free calls to landlines and mobiles, personalization and virtual assistant functionality). (Day 3)

Conversational Design 
While making wire-frames to mock-ups, we want to make the whole experience with Kim personal. Conversational design is especially important in this case as Kim the bot is going to be everyone’s personal assistant. Everything she says should be clear and straight forward, yet fun and interesting enough for user to feel close. 
Testing different word choice and tongue when Kim talking to user:

2)  Assistant setup flow:
For existing users who have a few people to video call and chat with, Kim will walk user through the setup process of the assistant:
1. First, Kim asks user to select the people he/she cares about - the close circle. Kim will suggest the people the user talks to most frequently. If user can't find the right person in this list, user can tap "More" to see the entire contact list. 
2. After selecting the close circle, Kim asks user set the following preferences: 
    a. Share location - yes or no
    b. Share phone status (phone out of battery or off the network)
    c. Share alternative contacts (phone/text, email, emergency contact)

3) Missed Call flow: 
1. When a missed call happens, Kim will first give caller the callee's status (depending on what info callee has decided to share): 
    a.Ran's phone is out of battery
    b.Ran's phone is not on a network
    c. It's 5am now in San Francisco. Try in a few hours
    d. Ran is busy right now. She will be free again at 5pm
2. If  none of the above is known, show "Ran is not available right now", 
    a. Then Kim will give caller the following options: 
    b. Leave a video messageKnow where Ran is right now (location)
    c. Set a call reminder for later It's urgent. Help me reach her

How Kim works with callers who use SMS (don't have Tango)

V2 
In the future, Kim can help introduce new features and content to users - for example, new masks or stickers in Tango, or improved photo sharing, etc.

Virtual Assistant | Concept

The goal of Virtual Assistant is to provide value to our users by making it easier to connect with people they care about. 
Bots and Virtual assistants are a hot topic. FB, Microsoft, Amazon and Google opened up their platforms to bot developers. Google Allo launched with AI and smart replies; FB is working on M, and Telegram, Kik and others have launched bot stores. 
Many of the big players are focused on conversational commerce, and they are much better positioned than us to crack the commerce use case. We want to focus on connecting people with each other, instead of commerce or other type of services.  "Connecting you to people you care about" is directly related to our core value prop of video calls and messaging.

Project details

Work:   Tango Me
Category: Product Design
Date:     May 2016
Web:     www.tango.me