Designing an integrated chatbot for the sales department: enhancing the user experience using the design thinking methodology, Peru

Authors

DOI:

https://doi.org/10.53732/rccsociales/e701125

Keywords:

Chatbots, user experience, design thinking, human-computer interaction (hci), retail trade, information systems

Abstract

The aim of this study was to design and implement a WhatsApp chatbot to optimize real-time access to key information (prices, stock, and sizes) for sales consultants in retail stores in Lima, Peru. A qualitative approach was employed using the Design Thinking methodology, which involved the empathy phase through interviews with 12 sales consultants, ideation and prototyping with no-code tools (Make and WhatsApp Cloud API), and validation through a heuristic evaluation conducted by a retail and automation expert. The findings revealed improvements in operational efficiency, reduced information retrieval time, and high frequency of chatbot use among consultants. In conclusion, the integration of chatbots into the retail sales environment shows significant potential to enhance the in-store experience and support commercial decision-making. Future research is encouraged to evaluate its quantitative impact on sales performance and customer satisfaction.

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Additional Files

Published

2025-11-15

How to Cite

Chieng Cueva, C., & Pinedo Reynoso, J. (2025). Designing an integrated chatbot for the sales department: enhancing the user experience using the design thinking methodology, Peru. Revista científica En Ciencias Sociales, 7, 01–20. https://doi.org/10.53732/rccsociales/e701125

Issue

Vol. 7 (2025): Revista científica en ciencias sociales

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Artículos Originales

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Copyright (c) 2025 Carmen Chieng Cueva, Jeferson Pinedo Reynoso

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This work is licensed under a Creative Commons Attribution 4.0 International License.