Ghumairaa Misbach | SDDA Client Experience Chatbot

My team and I focused on improving the client experience (CX) for Sanlam Reality by developing an intuitive and responsive chatbot solution. Here's a breakdown of what we achieved:

🔹 Objective: Enhance user navigation and provide immediate assistance on the Sanlam Reality website.

🔹 Solution: Implemented a chatbot powered by Natural Language Processing (NLP) to guide users through the entire process of understanding and signing up for Sanlam Reality.

🔹 Key Features:
- Interactive Guidance: The chatbot greets users and offers options to learn about how the program works, view membership options, and explore benefits.
- Categorised Benefits: Users can view benefits categorised by membership tiers (Reality Club, Reality Core, Reality Plus), ensuring clarity and easy comparison.
- Seamless Navigation: The chatbot assists users in navigating to relevant pages, reducing confusion and enhancing user satisfaction.

1. Ghumairaa Misbach Tatum Mahomet Neo Sibanda Sanlam Reality Rewards CX Digital Team 2

2. 2 AGENDA 1 User Persona 2 As-Is User Journey Map 3 To-be User Journey Map 4 Process Flowcharts 5 ChatBot Prototype

3. 3 User Persona User Needs David needs a rewards program that provides attractive value for his money and caters to his interests, in order for him to maximise the benefits from his spending. User Mindsets David is direct in his approach and expects transparency from the rewards program, he is focused on making smart financial decisions and wants to ensure that the rewards and benefits deliver additional value. User Attributes Tech-savvy Analytical Family-oriented 44 Years-Old Male Cape Town, South Africa Married 2 Teenage Children

4. 4 AS-IS User Journey Map

5. 5 TO-BE User Journey Map

6. 6 Current Process Flow Diagram

7. 7 New Process Flow Diagram

8. 8 ChatBot Prototype

9. 9 ChatBot Prototype

10. 10 ChatBot Prototype

11. 11 ChatBot Prototype

12. 12 ChatBot Prototype