How does the chatbot being preceived by the users? Is it s helpful as one might think?
“Leo,” the Gründerland Bayern chatbot, was created to help users navigate the platform’s extensive content and services. However, analytics revealed low engagement, unclear perceived value, and early drop-offs within the conversation flow. The challenge was to uncover why the chatbot wasn’t fulfilling its intended purpose and to identify concrete UX, content, and structural improvements that would make the tool genuinely helpful for founders seeking guidance.
The project resulted in a clear set of evidence-based recommendations for improving the chatbot’s usability, relevance, and overall perception. Through a heuristic UX audit, analysis of usage data, and moderated user interviews, we identified key friction points — including unclear entry points, insufficient communication of the chatbot’s purpose, and a lack of contextual triggers guiding users toward Leo at the right moments. These insights were translated into actionable improvements: refined conversational framing, a more prominent and strategically placed access point, better expectation-setting, and the integration of contextual relevance cues rather than passive availability. The outcome is a roadmap that enables Gründerland Bayern to reposition Leo as a meaningful, supportive touchpoint in the founder journey, rather than a peripheral feature.
