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Jon Mobilidade

Jon is an inclusive urban mobility startup operating in Aracaju since March 2024, focused on providing accessible transportation services for wheelchair users, the elderly, and people with disabilities. Our goal is to be recognized as the most inclusive and accessible mobility company in the world, offering services that simplify our clients.

Service

Website and App

Client

Jon Mobilidade

Year

2024

About the project

Website and App

Currently, Jon schedules rides via WhatsApp, where users make requests directly. With increasing demand and a small team, customer service became a bottleneck for scaling operations. In response, we developed Jon - Virtual Assistant, an AI designed to handle initial customer interactions and streamline the scheduling process.

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The main challenge: how to efficiently manage, monitor, and optimize virtual assistant and manual customer service interactions?

Solution

To centralize and monitor real-time interactions, our team decided to create an internal interface, a Backoffice MVP. This MVP focuses on essential features to support the virtual assistant's work, ensuring that the team can manage and monitor interactions practically and efficiently.
 

Key Features

  • Core (Access Control):

    • Allows users to log in and out of the platform, with options to view and edit their profile data.​

  • Conversations (Service Management):

    • Displays the history of interactions handled by the virtual assistant, allowing users to take over customer interactions as needed.

  • Clients (Client Management):

    • Provides a list of clients who have been served.

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Design Process

Based on these requirements, we developed interaction flows and validated them with the team to ensure usability and alignment with the MVP’s goals. This process included:

  1. Interaction Flows: We built flows that facilitate system usage, focusing on intuitive and streamlined navigation.

  2. Low-Fidelity Sketches: With flows approved, we created low-fidelity sketches to outline the visual structure of components and the interface.

  3. Design System Development: We created components for the design system, ensuring visual consistency and scalability for the interface.

  4. High-Fidelity Prototypes: Using the developed components, we prototyped the final Backoffice interface, ready for user testing and iteration.