Dunkin’ Facebook Bot
Designing an easier way to order your Dunkin’ Favorites
Version 1.0
Working with our friends from Facebook, we have signed an exclusive partnership in which Dunkin’ will be the first Quick Service Restaurant to launch a bot with group ordering capabilities. With the end goal of group ordering in mind, we decided to start building a chat bot framework in 3 phases. Version 1.0 would be able to place your saved favorite orders, version 2.0 would allow users to browse the menu and add balance into your DD Card, and version 3.0 would allow group ordering.
Experience placing an order on the DD bot with the prototype bellow.
Version 1.0 was all about setting up the Framework for an actual chat bot where real people will want to use every day
The Process
Before jumping straight into creative, the principal developer on the project and I did several mapping exercises. We started with a system relationship map to understand how the bot was going to communicate with Dunkin’s integrated platform. By doing so, we were able to identify experiential and system-level limitations and work around them.
Keep it Simple
When designing the flow, we wanted to make sure to follow a linear conversation that made sense for the user. We also didn’t want to design an entire app interface into the messaging bot, and we certainly didn’t want to waste the user’s time getting far along the ordering path only to find out that they didn’t meet the requirements to finish making the order.
