The character that listens
Building a virtual Chief Listening Officer
xto10x is a B2B solutions company which provides products and services to help over 200 companies scale up their operations efficiently.
It’s important to talk
In our long engagement with xto10x, one of the challenges they brought to us was how to make their employee feedback platform more efficient.
But where was the gap?
Our user research and the subsequent design sprint pointed to the fact that employees were not comfortable sharing their woes with the portal.
How might we create a platform for teams where they feel supported
Characterise to humanise
To humanise the portal, we chose the path of adding a character with an empathic, calm and friendly personality to make employees feel ‘as if they were talking to a person’.
STEP 1
User research
To create a character employees would trust and feel comfortable with sharing their woes, we needed to figure out why, when, how and to whom users spoke about their concerns.
STEP 2
Creating a personality
Users’ responses during the user research landed us on multiple keywords around which our character had to be crafted.
STEP 3
Bringing CLO to life
To make the character from scratch, we moulded the users’ keywords into personality characteristics which then translated into the physical representation of the character.
STEP 4
Many faces of CLO
Once we had our Chief Listening Officer (CLO), we created versions of it depicting each emotion that would be needed to communicate to the user.
STEP 5
CLO in action
The last step was appropriately integrating different versions of CLO throughout the portal to give it the essence of a sentient personality.
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