Revamped the conversational AI agent builder to make it usable for non-developer users.
Private Project (I led the project individually with guidance from the Design Director and the CTO.)
My Role : Problem Framing & Research Direction, User Journey Analysis, Team Communication & Strategic Recommendations, Deliverables
Date: June. 2025 - Aug. 2025
Making AI accessible
even for people without technical expertise.
Fluents.AI is a platform that helps anyone build conversational AI agents for customer service.
A single conversation with the AI immediately reveals how powerful the system is—its natural-language capabilities are impressive. But that strength also created a barrier: for users without prior knowledge of AI agents, the building process was overwhelmingly difficult.
The issues were everywhere. Highly technical terminology appeared directly in the interface, long prompt blocks overwhelmed users, and adjusting agent behavior after testing required constant back-and-forth navigation across multiple screens. Instead of trying to solve everything at once, I began by structuring the entire agent-building journey into clear stages. I separated the problems by stage and then prioritized them based on urgency and complexity. Through this process, I identified the largest gap: the disconnect between the initial creation stage and the fine-tuning stage of agent.
To close this gap, I designed a new concept—an Agent-Builder Agent that lets users confiture all behavior and settings through natural conversation. I built the end-to-end conversational flow that enables this interaction.
This project went beyond interface adjustments; it was about redefining the complexity of agent creation through a user-centered lens. Through this work, the team clarified its technical direction and product strategy, and we took a meaningful first step toward an AI Agent Builder that non-developers can truly use.
Duration:Sep 6, 2023 - Sep 26, 2023
Total Applicant: 332
Registration Method: Available through Samsung Members application after downloading Samsung's new OS version (One UI 6.0)Key Survey
Questions: Inquiries about improvement suggestions for existing features and potential new features
1. Due to the characteristic that testing was only possible on PC, unlike other One UI features, there was relatively super low participation to find meaningful insights.
2. Compared to other chat services, users faced multiple service restrictions (including limited PC compatibility, 500-message daily limit, and messaging limitations with iOS users), resulting in a high volume of usage-related inquiries.
3. Split management between Samsung (mobile) and SK Telecom (PC) led to delays in issue identification and resolution.
4. Limitations of voluntary participation and feedback collection.
...
Despite these constraints, additional research was conducted
by adopting a research methodology to address the major issues identified during the beta test and by implementing stricter researcher criteria.
01. Participant Recruitment and SelectionTo address low beta test participation rate, user research was conducted targeting loyal mobile service users, with interviews organized by four major occupational groups identified from top 10% users, anticipating active participation due to their familiarity with the service and potential to build a cross-platform loyal user base. A total of 29 participants took part in interviews across four occupational groups.
02. Pre-task Instruction ProvidedTo overcome the limitations of PC-only testing and voluntary participation experienced during the beta test, I introduced preliminary tasks aimed at improving service understanding and discovering use cases. These pre-testing activities were complemented by detailed usage guides, with appropriate compensation provided to encourage participant engagement.
1. Installation Guide
2. Usage Limitations: Daily message limit: 500 messages, iOS users cannot receive messages
3. Feature-specific Usage Guides: Message sending (group, 1:1, broadcast), Trying out the settings feature, Synchronization management, etc
4. Occupation-specific Use Case Guides: Please use this app during your work hours throughout the test period
Affinity Diagram analysis of FGI sessions revealed significant user concerns about malicious messages on Chat+ PC, with more than half of participants reporting difficulty distinguishing harmful messages from legitimate ones and experiencing higher rates of malicious content compared to other services, leading some users to consider switching platforms.
As Chat+ is a key SK Telecom service used by 40% of Koreans, maintaining reliability and stability is crucial across all platforms, including PC. Therefore, it was determined that robust malicious message management features were necessary.