A haircare chatbot for Unilever All Things Hair

As a retained Design and UX agency for Unilever, Voxly Digital has been designing and developing chat and voice-led propositions for this global FMCG brand for years. In late 2020, we decided to take a step back and reflect on lessons learned. Our Conversational UX Specialist, Kristina Csanaky, has been at the forefront of this effort; exploring how conversational experiences can drive engagement and build meaningful, one-to-one connections between Unilever brands and their customers across the world.  

Try the All Things Hair Chatbot from Unilever on Facebook here

‍One of the main projects we led on was the All Things Hair chatbot, a virtual hair companion offering personalised hairstyle recommendations and advice via Facebook Messenger and the All Things Hair website. It includes some of the largest haircare labels in the world, like Dove, TRESemme, and Toni&Guy, and is an online platform offering style inspiration, expert advice, and the latest news and trends from the haircare industry.

The All Things Hair Chatbot is available on Facebook & Web in the USA & Philippines markets (Q2 2021).

At its core, the ATH Chatbot from Unilever offers the following content and services in the USA and Philippines markets:

Find products to achieve your hair goals.

Picture yourself with the hottest hairstyles.

Nail the look for any occasion.

Find answers to the common haircare problems

Our Role in Designing the Unilever All Things Hair Chatbot

Voxly Digital served as the Design & UX agency for over 2 years on this project, coordinating requirements and other inputs from across the Unilever business as well as various content and technology partners. Our deliverables included: 

• Chat UX Flows & Designs.

• Chat UI design including Look & Feel.

• Re-purposing of over 100 articles and content snippets from the All Things Hair website a format suitable for a chat experience.

• End to end expert review and user testing.

• Key support provided during UAT (user acceptance testing).

More recently, Unilever decided to integrate its U-Coin consumer loyalty and rewards scheme into the chatbot. Again, Voxly Digital led on design, UX, UI, user testing and expert reviews - leading to a launch in Q1-2021

The U-Coin loyalty and reward scheme integration into the All Things Hair Facebook Chatbot

As of 2020, the All Thing Hair Facebook & Web Chatbot from Unilever has been successfully integrated into the Unilever Philippines' marketing mix - with paid media promoting the service annually.