Challenges Business: Reduce the support system dependency create ChatBot by own User: Should create ChatBots easily Design: Help users to complete tasks without any huddles through smooth UX Solution: Heuristic review helped to find usability issues & design recommendations. Brainstorming session with stakeholders helped to finalize design strategy that includes information architect, task analysis & flows, screen flows. Interactive wireframes helped to test new navigational flow with actual users. Finally, delivered the clean & minimal visual designs ROI: Up to 85% reduction in support system