Vivobot | Chatbot Platform

B2B Customer Care Platform
Easy to use and always available

Information Architecture, User Experience and Interface.

Situation

Vivo, Brazil's largest telecommunications provider, faced a critical challenge: their portfolio of 61,000 small and medium-sized business (SMBs) needed customer service automation.

Most SMBs operated with one person handling multiple roles: sales, operations, and customer service. Leaving customers waiting hours or even days for responses to simple questions.

The Market Gap, SMBs were caught between two options:

  • Simple chatbot builders that were easy to set up but technically unreliable and couldn't scale
  • Enterprise-grade AI platforms that were powerful but required specialized technical teams and significant investment to implement
generated by Gemini
generated by Gemini

Tasks

Design a chatbot platform that bridges the gap between simplicity and sophistication, enabling SMBs to build robust virtual assistants without technical expertise.

Primary Goals

  • Understand SMB needs and constraints:
    • Research common customer service pain points across SMBs
    • Identify the actual technology literacy level of business owners
  • Solve the dual problem:
    • Create simple UX that non-technical users can master quickly
    • Deliver enterprise-grade AI that scales and performs reliably

Actions (1 to 4)

1. User Research
Talked to Vivo stakeholders and SMB customers to understand personas, technology literacy, and expectations.

  • Business owners needed simple language over technical jargon
  • WhatsApp was the essential communication channel for Brazilian SMBs

 

2. Design Strategy
Defined the complete ecosystem and how all platform components communicate with each other.

  • Chatbot Builder: Define capabilities, Q&A setup, integration snippet
  • Curator Dashboard: Analytics, unanswered questions, knowledge refinement
  • Client Registry: Customer organization and conversation history
  • Vivo Admin Platform: Add, edit, and delete 61,000 SMB accounts
  • Validated the usability with a minimal viable flow
  • Three-tab structure: Build → Monitor → Manage

3. Low-Fidelity
Validated user flows, navigation patterns, and content hierarchy through wireframes tested with a small group of SME stakeholders from Vivo.

  • Transfer to human after 3 consecutive misunderstandings

4. High-Fidelity
Created the visual identity and component library, orchestrating with another Designer to deliver all experiences.

  • Defined colors, typography, and components aligned with Vivo's brand
  • Delivered 38+ screens across all platform components
  • Daily critiques to ensure quality

Results

The platform was validated with a small group of SMB clients, proving concept and usability before a commercial disagreement between Vivo and IBM prevented the full launch. Despite not going live, the project delivered significant strategic value.

Immediate Impact

  • Concept validated with real SMB users in controlled testing
  • Demonstrated IBM's capability to deliver enterprise AI with simple UX

Long-Term

  • Strengthened IBM-Vivo relationship and opened new conversations
  • Sales pipeline opened for CP4D, OpenShift, and IBM Expert Labs

Selected work

Let's connect

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I’m currently open to new collaborations and design leadership roles.