Our third and most recent project with Nike was helping them create a distinctive chat feature in the Nike+ app. The chat needed to be much more than a bot - creating a customized experience and emotional connection with the user, while also being distinctively Nike. It would not only help facilitate customer service interactions, but would also connect the user with experts to answer questions about product recommendations, training and diet advice, coaching and upcoming events. Nike had a successful live chat experience on nike.com so we learned from their successes and asked their customer service teams what would be most valuable in a new chat experience.

After solving several tough UX problems and incorporating feedback from their customer service teams, the next challenge was to make the chat distinctively Nike. We did this through several unique interactions and animations throughout the experience. We saw every interaction and connecting moment as an opportunity to make this chat standout from every other chat experience out there. We developed a native prototype of the chat feature and handed it off to Nike’s internal dev team. We hope to see the new feature roll out in future versions of the Nike+ app.