Estimated reading time: 5 minutes
Odido briefed us on designing Izzy as a human-centric AI agent, embedded in their mobile app.
Izzy serves as a local digital contact point for Dutch customers, replacing in-store staff with smart, empathetic support.
Services & UX Methodologies
Customer Journey Mapping
User Scenarios
User Flows
User Interface Design
Stakeholders Management
Odido briefed us to design Izzy not just as a chatbot, but as a fully-fledged digital contact point — one that could replace the in-store experience with warmth, clarity, and confidence. To achieve this, we followed a human-centered, research-driven UX methodology grounded in co-creation and continuous validation.
The Approach
We began by conducting Expectation Mapping workshops with both customers and Odido’s internal stakeholders. This helped us surface:
> Customer mental models around digital service and support
> Success criteria from the business perspective
User Stories for Odido Help Center Widge
To create a modular, intuitive Help Center widget within the Odido mobile app that centralizes key support functions — empowering users to self-serve, connect, and resolve issues seamlessly.
The Help Center widget is designed as a card-based overview, with each card representing a distinct support pathway.
Objective
The Help Center widget transforms Odido’s mobile app into a digital-first service hub, replacing the need for physical store visits while maintaining warmth, clarity, and trust. It reflects Odido’s brand values: local, accessible, and customer-empowering.
