TEAM
Christina Yang
Malia Hong
Kathy Yu
Kimberly Blacutt
TIME
7 weeks
My Role
UI/UX Design
Animation Design
TOOLS
Figma
Adobe After Effects
Adobe Illustartor
Adobe Premier Pro
Voiceflow
For our Fall '23 Interaction Design Studio at Carnegie Mellon University, we developed "Sammy," an intelligent conversational assistant for U-Haul aimed at easing the stressful moments of the moving process.
Sammy offers intelligent, real-time support throughout the customer journey. This CUI design is a strategic improvement that fully integrates with U-Haul's existing service ecosystem.
Challenges
oVERVIEW
The Challenge & Design Objectives
Based on insights from our research which included interviews, mapping the existing user moving journeys, prototyping and testing, we discovered key pain points and opportunities for intervention which we brought forth in our design.
Pre-moving
Moving
Opportunity
OPPPORTUNITY
The Opportunity of Conversational User Interface
One key opportunity is to use a conversational user interface (CUI).
Enhanced Data Reachability
Hands-free to Support Multi-tasks
Mental Support at Stressful Moment
RESEARCH QUESTION
How can U-Haul use a Conversational User Interface to facilitate and aid customers during the stressful moments of the moving process so that their life transitions can be smoother and how can we ensure our solution widens U-Haul’s user base?
Design Outcomes
vIEW IN SCENARIOS
Sammy is an agent to smooth the whole moving journey
We have designed for an experience that prioritizes task optimization, customer-helper synergy, and immediate information access. Sammy epitomizes an intelligent agent, facilitating multitasking through hands-free dialogue for movers.
Scenario 1
Book the Right Truck Effortlessly
Tedious Steps for Booking
Scenario 2
Make
Alteration Easy
Repetitive Steps as Booking
Scenario 3
Smoother Connection: Customers & Third Parties
Poor Communication between customers & third-parties agencies
Scenario 4
Time Management
for Organised
Multi-tasking
Stressful Multi-task
Scenario 5
Make Driving Safe
Unfamiliar with truck driving
Scenario 6
Accompany During Driving
Stress While Driving Truck
vIEW IN CONVERSATIONS
Sammy is Personable, Reliable & Energized in task executions & tone
The roles and value of Sammy is designed as Personable for customised needs, Reliable for supporting possible chaotic multi-tasking scenarios, and Energized for providing mental support.
Both the conversations and tonality of Sammy reflects its core value.
vIEW THE DYNAMIC STANDALONES
Sammy communicates visually through different motion states
Different motion states for Sammy are designed communicate the different states of Sammy to an audience and to visualize responses to a user's input.
CONCEPT VIDEO
Sammy makes your moving easier
Watch this video to see how Sammy supports the whole moving process with responsive conversational features that intelligently address complex requests for movers and moving helpers under pressure.
DESIGN OUTCOME
Interface Design
We choose phone screen as our interface for its accessibility and mobility.
Information Hierarchy
Iteration Process
DESIGN SYSTEM
Visual Identity Design
Logo
Design System
DESIGN SYSTEM
Motion Design
Teamwork in action :)
GET IN TOUCH