Ruby Chatbot

UI/UX Design – Chatbot – 2022

Client: RiNo Nail Bar
Platform: Voiceflow
Role: UI/UX Designer, Conversation Designer

Prototype

Overview

Ruby is a text-based chatbot designed to enhance customer service for RiNo Nail Bar, a high-end salon in Denver’s vibrant RiNo Art District. Built using Voiceflow, Ruby helps customers book appointments, access FAQs, and receive instant support—improving efficiency and reducing call volume.

Goal

To automate responses to frequently asked questions, streamline the booking process, and reduce the burden on salon staff—while creating a warm, human-like user experience.

Problem

RiNo Nail Bar’s current booking is only available via Facebook, excluding users without accounts. This forces customers to call, resulting in long wait times and language barriers, slowing down appointment scheduling and impacting customer satisfaction.

Target Audience

  • Women aged 20–50
  • Annual income $50,000+
  • Locals, tourists, and bridal parties visiting the RiNo Art District

Challenges

  • First time using Voiceflow, requiring self-guided learning
  • Designing a chatbot flow that feels natural and intuitive
  • Balancing automation with a human-like tone to create trust and ease

Design Process

1. Research & Competitive Audit

  • Analyzed booking systems used by salons and top-tier chatbots (e.g., Domino’s, Amazon)
  • Identified the opportunity to improve customer experience with a conversational interface

2. Planning with Flowcharts

  • Mapped out user journeys to define conversation logic and edge cases
  • Refined flow through testing and feedback to ensure clarity

3. Voiceflow Development

  • Learned the platform through tutorials and hands-on experimentation
  • Used Voiceflow’s “Capture” function to gather and process user input
  • Focused on tone and phrasing to make Ruby sound more like a real person
RiNo Nail Bar Facebook’s booking system

Flowchart

Retrospective

Designing Ruby taught me the fundamentals of conversational UX and the power of automated customer interaction. Despite a steep learning curve, I successfully built a working prototype that’s friendly, functional, and aligned with RiNo Nail Bar’s brand. I’m excited to further explore chatbot design in future projects.