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  • Writer's pictureMonica Cook

Cross Channel, Multi Product Chatbot to Serve as a Time Saving Tool

A UX team project working on an energy efficiency program for low income rental homes with a focus on the Landlord user journey of solar panel installation. The team evaluated extensive quantitative research data, personas and set deliverables including customer journey, insight generation, wireframes, chatbot dialogue and prototyping.

Working with the community, the NSW Government Office of Environment and Heritage cares for and protects the environment and heritage of NSW.

A problem which arises is the split incentives barrier in the rental sector.

The Landlord want an investment property that is more energy efficient. However while they pay for the upgrades, the tenants receives the benefit through reduced energy bills.

The Tenant wants to reduce the energy consumption by making improvements to the rental property, however if they pay for the upgrades, they are unsure as to how long they will be able to remain in the property to benefit from their investment.

The cost and benefit split between owners and occupiers of rental properties means rental properties are less likely to be energy efficient than similar homes that are

owner occupied.

Over the past 4 years OEH has been working on research and development of implementing a program to support more efficient homes for low income tenants.



There are a lot of steps required to install a solar system on a private rental property,incl. many interactions between landlords, tenants, installers and property managers (when involved). This is to ensure that the appropriate system is installed properly on the property but also allows tenants to gain a better understanding of the technology.

How can we make the whole experience easier and less time consuming for a landlord involved in the process?



  • Define Landlords common behaviors when starting the process of solar panel installation.

  • Determine what makes the end to end experience satisfying.

  • Determine the users biggest frustrations end to end.

  • Understand user needs and identify areas for improvement.

Primary Research – Qualitative

To have a better understanding to the perspective of the Landlord experience, Our team interviewed one on one participants who had installed solar panels or improved the efficiency of their investment property with existing or new tenants. We wanted to learn more about their experiences, preferences, motivations, and frustrations throughout the entire process from research and planning through to installation and the post installation experience.

One on One Landlord Interviews


Affinity Mapping


Empathy Map from Qualitative Research


Meet Heather - The Landlord Persona


Landlord Customer Journey


A common frustration people have with

government websites are complex navigation,

finding simple answers and locating basic details



The first milestone is the creation of a chatbot which integrates into the existing website and facilitates existing resources.



The chatbot provides the service of gathering and delivering select results to the customer going on their specified requirements, thus speeding up the process for the customer to obtain all the information they need as well as only having to go to one source to receive all the information required.

A Solar Knowledgeable Chatbot ConsIderations

  • A friendly character

  • Tone of voice

  • Should only have to do the process once/message log

  • Mobile vs desktop

  • Supplies us with extra data

Chatbot Process

  • Additional support required from external sources

  • Creation of questions the bot or AI can answer to support user experience

  • A bot that filters marketing qualified leads (MQL) towards structured query language (SQL)

Chatbot Execution

  • Finding the logical question and answer needs within the customer journey

  • Scripting the dialogue first

  • Building the bot second

What is the Goal

  • Serve as a time saving tool for good user experience

Being Clear on the Context

  • Writing for a specific person that being our customer persona

  • Not creating for a vague target audience

  • Define how to interact and communicate

Stay consistent

  • Ensure the bot stays in character

  • Keeping the speaking style, vocabulary and tone of voice consistent

  • Being concise

  • Each message not exceeding three lines of text on mobile devices

  • Break up messages into a number of responses to mimic real conversation

Vary responses

  • Identical answers cause a poor user experience

  • More than one response for the same question or segment of the dialogue script

  • Bot is not repetitive and comes across more conversational and human like

  • Should the user continue on more than one path

Finish Strong After the Conversation is Over

  • Take advantage of the users attention by adding a personal touch

  • Add to the users positive experience by ending the conversation in a natural way

Sound Natural

  • Talk like a real person, but not pretend the bot is a real person

  • Represent the brand voice

It's All About the Tempo

  • Intentionally pace how fast a user receives the messages

  • Make the experience feel more natural

  • Adding a delay, like a real texting conversation

  • Tempo helps with engagement



Complete a task flow and user flow in order to imagine the different conversations a user would have through the chatbot experience. These flows act as an important tool to ensure the information was organised in the most intuitive way for the user.



A chatbot can provide the answers needed quickly. While a chatbot can’t replace the human touch, a blended approach optimises the delivery experience with options of being able to schedule a call, book an appointment or receive information by email.

Both on mobile and desktop it is:

  • An easy tool to use

  • Multiple options

  • Covers various paths of communication

  • Primarily the chatbot helps increase conversions because of its efficiency


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