Build trust with AI chatbot
Duration: 4 months
My Role: UX Designer
UX Methods: Competitive Analysis, User Persona, Journey Map, Usability Test, User Interview, Market Research Interface Design, Data Capture
Tools: Figma, Claude ai, Google Form, Data, Adobe
Challenge
Neutriva's AI chatbot - NeuNeu, needed to build greater trust to increase user engagement and long-term retention.
Users were willing to explore personalized health recommendations, but uncertainty around the AI’s credibility and lack of ongoing feedback made it difficult to build lasting engagement.
Logo deign
4W+H Framework
What?
Neuveu the A wellness assistant, suffered from a cold-start and drop-off problem
Why?
Health concers are often unclear and difficult to articulate. When users are asked to describe their problem without guidance, many feel uncertain and abandon the conversation before receiving value. A successful Al assistant should help users mave from uncertainty to clarity, making them feel supported, understood, and confident in their next steps. For the business, this interaction is a critical opportunity to build trust, increase engagement, and drive adoption of recommendation solution.
Goal
Reduce cold-start abandonment & Increase producttouchpoint rate
Who?
Health-conscious adults aged 22-38 who actively seek ways to improve their well-being but often feel overwhelmed by the volume of health information available online. While they are motivated to make informed decisions, many struggle to accurately identify, describe, or prioritize their health concerns, creating a need for accessible, personalized guidance they can trust
How?
I designed the experience to help users express unclear health concems and confidently take the next step. Through guided onboarding, clear conversation pathways, and trust-centered recommendations, the Al assistant transformed complex health questions into actionable guidance.
To Gain More Empathy With Our Target Users…
To uncover why users cancel their orders and their experience during the pre-ride stage, we created a questionnaire that collected 270 responses.
We identified 2 time period during the journey when user most often withdrew:
Our Process, Explained
Insights
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Sophie Lemaire
Product Lead at Loomi
Working with Joris was a game-changer. He instantly understood our vision and translated it into a sleek, intuitive product. The process felt effortless, and the results exceeded our expectations.
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Milan Bakker
Founder of Drifted Studio
Joris brings clarity to chaos. His design work is not only beautiful but deeply strategic. He helped us rebrand from the ground up, and our audience response has been incredible.
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Prototyping The Ideas
Emotional Designs
The progress bar lacks personality. With only one static graphic design and colour used to display
progress, the user is left with minimal emotional signals. To sooth users anxiety, users need to feel
progress is being achieved. Incorporating new graphics and colours, such as green and yellow, send
positive signals to the user who will develop an emotional bond with the design at every stage.
Challenge overview
Ai chatbot NeuNeu had 10K users but around 21% of the user never returned after the first conversation.
I redesigned the AI onboarding and conversation architecture, resulting in increasing 47% returning rate.
Final Design
One platform, unlimited integrations
“Our platform empowers teams to collaborate, innovate, and bring ideas to life—seamlessly and effortlessly.”
Daniel Vaughn, Founder & CEO
Celine Lai
Product Designer
