---
title: "Plan&See"
description: "Plan&See (Plansee Group, 2017/18): A chatbot sorts customer prototype requests and connects them straight to the right expert"
url: "https://www.sugar-network.org/en/projects/plan-and-see-2017-18/"
lang: "en"
---

# Plan&See

**A chatbot sorts customer prototype requests and connects them straight to the right expert**

_One tap away from the right expert for your demand_

- **Corporate partner:** [Plansee Group](https://www.sugar-network.org/en/network/partners/plansee-group/) (https://www.plansee.com/en/plansee-group.html)
- **Cohort:** [2017/18](https://www.sugar-network.org/en/projects/cohort/2017-18/)
- **Theme:** [Industry & operations](https://www.sugar-network.org/en/projects/themes/industry-operations/)
- **Type:** Digital service
- **Universities:** [University of St. Gallen](https://www.sugar-network.org/en/network/universities/hsg/), [Kyoto Institute of Technology](https://www.sugar-network.org/en/network/universities/kyoto-it/)
- **Team:** 6 master students
- **Disciplines:** Business Innovation, Product Design

## Challenge

Plansee customers with complex requests wait long for answers, because information passes many touchpoints inside the company. The brief: redesign the onboarding of new prototype projects for key customers and employees.

## What the team learned

The more touchpoints information passes, the harder it is to see who is involved and what the status is. Details get lost or misunderstood between colleagues.

## What they built

Plan&See is a web platform with a chatbot called Jana. It asks a few questions, uses text analysis to sort the request by department and as development or standard product, and matches the customer with the right expert. All communication stays in one tool.

## Impact

Projected: links to CRM, Outlook and SAP and expert pools for eleven departments, as set out in the team's business model canvas.

## Full project text

Plan&See is an intelligent online assistant that helps the customer to find the relevant expert.

### Challenge

How might we create the best prototyping experience for Plansee’s key customers and employees by redesigning their onboarding process of new projects?

### Solution

Jana is a AI based chatbot during the creation of a new prototype request. She can be seen as a personal online assistant that helps the customer to find the relevant expert.

### Impact

Plan&See creates the following values: transparency, simplicity, connectivity, and efficiency. Transparency is achieved through continuous data exchange between customer and employee, as well as through the central storage of data. Simplicity is generated by the natural and intuitive CI “Jana”. Connectivity is achieved through Plan&See’s backend including the input analysis, which connects the right users. Last but not least, efficiency is achieved through process optimization which evolves using the tool. The time and efficiency gains are central features of the solution.

## Who built it.

- Antonia Heiss, Business Innovation (University of St. Gallen)
- Rachel Marcu, Business Innovation (University of St. Gallen)
- Ennio Limbach, Business Innovation (University of St. Gallen)
- Yuki Katagiri (Kyoto Institute of Technology)
- Nabihah Khalid (Kyoto Institute of Technology)
- Sun Shiyu, Product Design (Kyoto Institute of Technology)

## Video

- Plan&See: https://www.youtube.com/watch?v=mDHpQiryoGM

## Sources

Summarised by the SUGAR editorial team from the team’s project page, business model canvas and SUGAR Expo booklet.

Open the 2017/18 booklet: https://drive.google.com/file/d/1LD0xTZdBBCcOIfxK6yoSEr_n-G8R4_kl/view?usp=sharing