Design de serviço : desenvolvimento de um fluxo de mensagens por chatbot para acesso à informação voltada ao curso de Design da UFPB

Abstract

The work presents the initiative to explore the difficulties faced by students of the Design course at the Federal University of Paraíba when using associated channels to obtain relevant information for their graduation. Identifying this opportunity, it is proposed to develop a service aimed at students, with the objective of providing agility and clarity in obtaining information. During the research process and project developments, studies were conducted in the areas of Service Design, User Experience (UX), Information Architecture (AI), and Content Management, with the intention of understanding the topics and structuring a hybrid methodology for project development. With this, semi-structured interviews were conducted with users to gather data about their experiences regarding the course channels, as well as the execution of service-based queries through chatbots available in the market for analysis. However, this work resulted in a service that uses the WhatsApp Business API as a tool to facilitate quick access to information through links and files, through the functionalities provided by the platform.