Washmen is laundry service app intent on creating impeccable customer experiences. We humanised their in-app chat bot and created some remarkable results.



Chat Bot Optimisation

The Brief

The Washmen Self-Service Centre is designed to give customers of the Washmen laundry app all the answers they need through an intuitive, intelligent chat flow. Washmen wanted to increase the use of the Self-Service Centre and reduce the traffic to their customer service agents by encouraging customers to engage with the chat bot to ask questions and find answers.

Our Work

We cleaned up and optimised the chat bot flows, and ensured a consistent and friendly tone-of-voice throughout the self-service experience. We thought through information logic, convenience and the feelings that we wanted to create in users of the Washmen app – assurance, delight and confidence that they were with the right laundry service!