Overview
As part of a government-funded initiative to promote digitalization among SMEs, we developed a proof-of-concept AI-powered social listening tool in collaboration with a partner SME. The tool aimed to help small businesses understand and manage their online presence through sentiment analysis and social data aggregation.
Roles
Lead product designer AI Experience Designer UX Researcher & Designer Project Coordinator
The Challenge
Many SMEs are unaware of the wide range of digital tools available to them or lack the technical confidence to adopt them effectively. Concerns around cost, security, and data handling often create additional barriers to experimentation.
The Solution
The prototype tool introduces SMEs to the potential of AI-powered social listening by offering a hands-on, low-risk way to explore brand insights across social media. Designed to work within publicly available data, it helps businesses assess engagement, sentiment, and visibility without requiring deep technical skills or upfront investment.
Exploring the Landscape & Understanding the User
Conducted extensive research on social listening tools, comparing features, pricing, and technical integrations with various providers. Created empathy maps and detailed personas to understand SME challenges and behaviors. Designed user flows to map out intuitive, seamless experiences that guided users through the tool’s core functions.
From Wireframes to Real-World Testing
Developed wireframes and prototypes to visualize the tool’s design and functionality. Ran iterative tests with users to refine interactions, address pain points, and ensure the tool was easy to navigate.
Working Prototype 1 & 2
These two consecutive prototypes were designed and developed before the Act came to play, allowing users to test and explore key features in real-time. They served as hands-on models to understand functionality, gather feedback, and adapt to evolving data laws.
Navigating Legal Hurdles
Faced challenges with evolving data privacy laws and AI regulations, which required constant adjustments to features. Balancing user needs with legal requirements was a key focus during each iteration of the tool.
Defining Core Capabilities
Key features included sentiment analysis, real-time data insights, and customizable dashboards. Integrated in-app tutorials and persona-driven scenarios to guide users through the tool and its capabilities.
The Evolution- Adapting to Feedback & Regulation
The tool underwent multiple versions, each incorporating feedback from user testing and legal updates. These variations ensured that the tool remained relevant, functional, and legally compliant while delivering real value to SMEs with the help of AI.