Voice & Chatbot Builder
Defining a multi-channel conversational product and visual identity for businesses.
Chatamo enabled businesses to create intelligent voice and chatbots for marketing, sales and customer support.
As conversational platforms such as Alexa and messaging apps began to emerge, businesses needed a way to create experiences that could work consistently across multiple channels. We worked with the founders of Futr to define the proposition, shape the product and establish its visual identity.
Defining the product
We began with a series of workshops with the Futr founders to understand the opportunity and define what the first version of Chatamo needed to achieve.
Together, we mapped key audiences, user roles and product capabilities before prioritising the feature set.
We used frameworks including the Kano Model, Hook Model, customer segmentation and rapid sketching exercises to explore ideas, challenge assumptions and establish the foundations of the product.
Building better conversations
A large proportion of customer-service interactions revolve around straightforward, repeatable questions.
Chatamo was designed to help businesses turn those questions and answers into more natural conversational experiences without requiring them to manually construct every interaction.
We designed an intuitive response builder that allowed teams to combine different types of content depending on the context of the conversation.
This created a flexible system that could support richer customer interactions while remaining straightforward for businesses to manage.
Understanding how conversations perform
Creating a chatbot was only one part of the experience. Businesses also needed visibility into what happened once customers began using it.
We designed monitoring tools that surfaced key signals including conversation activity, languages, sentiment, unanswered questions and GDPR-related requests.
This gave teams a clearer view of how customers were interacting with their bots and highlighted where conversations could be improved or required human attention.
Creating the Chatamo identity
Alongside the product, we developed the foundations of the Chatamo brand.
We explored colour and typography to find a balance between approachability and technical credibility, creating an identity that felt intelligent and contemporary without becoming overly corporate or overly technical.
The visual language was then carried through the product, helping the interface and brand feel like a single coherent experience.
Designing for a new interaction model
Chatamo was created at a point when conversational interfaces were still emerging as a new way for businesses to interact with customers.
The project required us to think beyond traditional screens and design a system flexible enough to support different types of conversations, content and channels while remaining simple enough for businesses to configure themselves.
