Touch Grass
Designing a social planting service that promotes student wellbeing and connection, explored through service design and AI chatbot experiences.
Designing a social planting service that promotes student wellbeing and connection, explored through service design and AI chatbot experiences.
Timeline
Spring 2025 / 12 weeks
Role
UX & AI Conversational Designer
Team
4 Designers
Tools
Voiceflow, Miro, Figma, Visio
Team
4 Designers
Tools
Voiceflow, Miro, Figma, Visio
Challenge
How might we promote healthy lifestyles and social connection among students through accessible outdoor experiences?
How might we promote healthy lifestyles and social connection among students through accessible outdoor experiences?
Process
Early Exploration
Ideation
The team ultimately selected a modified version of Idea 4: a social planting service matching students with peers after completing a team 10+10 ideation sketching session followed by dot voting. Accessibility needs related to hearing and mobility impairments were considered.
The team ultimately selected a modified version of Idea 4: a social planting service matching students with peers after completing a team 10+10 ideation sketching session followed by dot voting. Accessibility needs related to hearing and mobility impairments were considered.
Top 6 service ideation sketches from 10+10 sketch exercise
Storyboarding
The main user journey for the social planting service was mapped, highlighting both digital and in-person touchpoints, and refined through feedback. Accessibility incoporated thorugh peer prefernece matching and adapting the service experience accordingly.
The main user journey for the social planting service was mapped, highlighting both digital and in-person touchpoints, and refined through feedback. Accessibility incoporated thorugh peer prefernece matching and adapting the service experience accordingly.
Final storyboard of main social planting service user flow
Service System Design
User Journey Map
The full user journey was mapped, capturing actions, thoughts, and both digital and non-digital touchpoints, with accessibility considerations for hearing and mobility impairments integrated providing a comprehensive view of the service experience.
The full user journey was mapped, capturing actions, thoughts, and both digital and non-digital touchpoints, with accessibility considerations for hearing and mobility impairments integrated providing a comprehensive view of the service experience.
User journey map showing progression through service with accessibility considerations
Interface Design
Version 1 of the service interface screens was created to include the AI chatbot, Ivy, with user feedback informing the final design iterations.
Version 1 of the service interface screens was created to include the AI chatbot, Ivy, with user feedback informing the final design iterations.
Version 1 web interface prototypes
AI Chatbot Design
An AI agent chatbot was designed to assist users with the Touch Grass when iteractiving with digital touch-points. AI agent and user interaction flows were mapped prior to Voiceflow implementation, defining intents, utterances, and interaction paths.
An AI agent chatbot was designed to assist users with the Touch Grass when iteractiving with digital touch-points. AI agent and user interaction flows were mapped prior to Voiceflow implementation, defining intents, utterances, and interaction paths.
Conversation Scripts
3 versions of scripts created before Voiceflow implementation with user feedback integration between versions.
3 versions of scripts created before Voiceflow implementation with user feedback integration between versions.
Version 1 chatbot script flow
Final version chatbot script flow with incorporation of feedback
Voiceflow Implementation
2 iterations of Voiceflow build created using feedback from usability testing.
2 iterations of Voiceflow build created using feedback from usability testing.
Final AI chatbot Voiceflow build
Integrations used in AI chatbot
Testing & Iteration
Usability Testing
A usability test was conducted to evaluate the chatbot’s functionality and ease of use. Participants completed tasks across key help categories, including booking, plant care queries, general inquiries, and friend matching, while using the think-aloud protocol. Sessions were recorded and the feedback was synthesised into a matrix for analysis.
A usability test was conducted to evaluate the chatbot’s functionality and ease of use. Participants completed tasks across key help categories, including booking, plant care queries, general inquiries, and friend matching, while using the think-aloud protocol. Sessions were recorded and the feedback was synthesised into a matrix for analysis.
3 key findings from usability testing
Desktop Walktrhoguh
A desktop LEGO walkthrough was conducted to map the user journey, identify pain points, and validate the overall flow.
A desktop LEGO walkthrough was conducted to map the user journey, identify pain points, and validate the overall flow.
LEGO desktop user journey walkthrough
Desktop walkthrough top key findings
Solution
UI screens with AI chatbot integration for the Touch Grass social planting service, illustrating how users interact with key digital touchpoints within the experience.
UI screens with AI chatbot integration for the Touch Grass social planting service, illustrating how users interact with key digital touchpoints within the experience.
Ivy chatbot persona
Ivy Voiceflow AI chatbot demo video
Service website interface screens with chatbot integration
Service website interface screens with chatbot integration
Impact
An accessible social planting service was developed, supported by an AI chatbot designed to assist users across key parts of the experience, including onboarding, bookings, service information, and plant care guidance. The solution improves accessibility, reduces friction in accessing support, and enables users to engage more confidently and independently with the service through timely, personalised assistance.
An accessible social planting service was developed, supported by an AI chatbot designed to assist users across key parts of the experience, including onboarding, bookings, service information, and plant care guidance. The solution improves accessibility, reduces friction in accessing support, and enables users to engage more confidently and independently with the service through timely, personalised assistance.
Learnings
I learned how to design with accessibility in mind, including considerations for hearing and mobility impairments. Keeping accessibility as a core focus throughout the process made design decisions clearer and more intentional. I also learned that iterative design, supported by a range of prototype types, significantly improves the design process by enabling continuous refinement and contributing to a more well-rounded and user-centred product.
I learned how to design with accessibility in mind, including considerations for hearing and mobility impairments. Keeping accessibility as a core focus throughout the process made design decisions clearer and more intentional. I also learned that iterative design, supported by a range of prototype types, significantly improves the design process by enabling continuous refinement and contributing to a more well-rounded and user-centred product.