A collection of the powerpoints given during the Mobile UX London meet up on Tuesday 13 March 2018 in partnership with Orange and Oracle

1. #MUXL

2. Designing Voice Interactions with Alexa
Hosted by Amazon
6th April
#MUXL

3. 2 Day Hackathon with Orange & Oracle
Designing Interactive Dialogues for Next Gen Messaging
27th / 28th April
#MUXL

4. Foundation Course in UX & UCD
8 Weeks, Evening Classes, In-Person
Starting May 2018
Intermediate Course in UX
6 Weeks, Afternoon or Evening Classes, In-Person
Starting April 2018
#MUXL

5. #MUXL
Designing Voice Interactions
6 Weeks, Evening Classes, In-Person
Starting May 2018

6. Coming Up
Our next evening meet up will be held on the 3rd July
Looking for speakers. Get involved!
#MUXL

7. Agenda
6:30: Registration
7:00: Linus Hakansson – Best Practices and Design Decisions for Building
Multi-Lingual Chatbots
7:20: Asha Trimble – Evolution of the Native Messaging Client
7.40: Christopher Weeks and Alastair Byrne – The Benefits and Weaknesses of
Chatbots
8:00: Q&A
8:30: Networking & beers
#MUXL

8. Multi-lingual chatbots
Tourism bot supporting any language
(almost ☺)
Linus Hakansson
@OracleLinus
linkedin.com/in/linushakansson/

9. 2

10. 3

11. 4

12. Málaga Tourism Bot
• Support locals and tourists from
any country
– Tourist office opening hours
– Hospitals, stadiums and museums
• Problems:
– I don’t speak a lot of languages
– I am the only developer
– I need it now
5

13. “When do you open tomorrow?”
6
Intent Utterances (training phrase)
“Are you closed today?”
“What are your opening
hours?”
“What time do you open?”
“Closing time?”
Opening Hours
Places

14. 7
Intent
“Are you closed today?”
“What are your opening
hours?”
“What time do you open?”
“Closing time?”
Opening Hours
Places
Entity (slot)
Date
“When do you open tomorrow?”
Utterances (training phrase)

15. Decision #1: How to identify the user’s language?
• First-level bulleted text is Calibri 28 pt
– Second-level text (press tab key) is 24 pt
• Third-level text (press tab key) is 20 pt
– Fourth-level text (press tab key) is 18 pt
• Calibri is the only font used in the template
• All bulleted text is sentence case (capitalize first letter of
first word)
8

16. Decision #1: How to identify the user’s language?
9

17. Decision #2: How will our AI understand all languages?
10

18. Decision #2: How will our AI understand all languages?
11
1 AI model per language
• I need to understand and translate
intents/entities
• How is my platform support for all
languages?
• A lot of training
Use translation engine
• Train AI in English (intent/entities)
• Translation engine translates input to
English
• Run English translation against AI

19. Decision #3: How to respond in user’s language?
12

20. Decision #3: How to respond in user’s language?
13
Language files or resources
• Lots of knowledge and work
• Accurate and controlled
Use translation engine
• Support many languages without any
effort
• Use translation engine to translate
English to the identified language
• We are relying on a translation engine

21. Decision #4: What if we can’t help the user?
14

22. Decision #4: What if we can’t help the user?
15
Option to hand-over to human
• Don’t let the user get frustrated
• Let human perform sensitive tasks
Clarify current responder
• Who/what is the user talking to?
• Avoid “uncanny valley” effect

23. 16
Málaga Tourism Bot
• AI trained on English
• Identify language using translation engine
• Translate input to English using translation engine
• Understand the translated input
16

24. Málaga Tourism Bot
• Office opening hours (Sensitive)
– Respond using translated strings
– Revert to English if unsupported
17
• Hospitals, stadiums and museums
(Not sensitive)
– Respond using translation engine

25. 18
Málaga Tourism Bot
• Hand-over to human
– If we can’t understand user
– If user gets frustrated
• Human can see conversation log
• Human-to-human chat
18

26. 1919
m.me/MeetupLanguageBot
• Examples:
– Are you open on New Year's
Day?
– Where is the hospital?
– How to find the stadium?
– Don’t complain to the bot, you
are not allowed to speak to the
human agent ;)

27. BounceA bot startup story
https://bouncebot.io

28. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Introduction to Bounce
What we’ve learned
Design
Wrap-up
Contents
2

29. Introducing
Bounce

30. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Christopher Weeks
Co-founder and CEO
PhD Computer Science
Alastair Byrne
Co-founder and CTO
MSc Engineering & Management
About us
4

31. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Mission
5
“To help inspire and support everyone to improve their
mental wellbeing”
Icons designed by Eucalyp from Flaticon

32. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Mental health problems are the single
largest cause of sick leave in the UK1
Cost to employers is between £33
billion and £42 billion2
The problem
6
1
ONS, Reference number: 005914
2
Stevenson / Farmer review of mental health and employers, 2017

33. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Bounce: a Messenger bot that helps
you feel better every day using
positive psychology
Our solution
7

34. What we’ve
learned

35. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot 9
No downloading or installation, zero to
Exercise in 20 seconds
No need to learn the interface, it is
Messaging
Notifications are more personal, as they are
mixed in with messages from friends and
family
Benefits of bots

36. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot 10
Discoverability
Bots can get stuck, design for it
Feeding back data
GDPR
Weaknesses of bots

37. Design

38. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Freeform conversational agents
create expectations you might
not be able to meet
Consider guiding interactions
and constraining freeform input
Great expectations
12

39. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
No more than two sentences per
message
No more than two messages
without an interaction
Keep it simple
Avoid text-speak, use correct
grammar and capitalisation
13
Content is king

40. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Messages should be friendly, positive
and, above all, pleasant to read
Be personal: address your users by
name where appropriate
Create empathy by giving your bot a
character - but don’t go overboard
Be clear to users that they are talking
to a bot
14
Nail the tone of voice

41. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Use buttons where they
simplify interactions and
reduce decision burden
for the user
15
UI as well as UX

42. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot 16
Give your bot aesthetic appeal by
adding colour, shape and visual
interest
Help the tone be light and playful
Break up blocks of text
Use emoji

43. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot 17
Create visual association for
related actions and concepts
Succinctly express different
concepts and actions
Use emoji

44. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot 18
(but you can go too far)
Use emoji
Emoji Dick (yes, really)

45. Wrap-up

46. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
1. Bots might just be perfect for mental wellbeing apps
2. They have some huge benefits, but it’s still early days
3. Bot design is nuanced and complex
20
Conclusions

47. Bounce - MUXL - 13 March 2018 - © Bounce (https://bouncebot.io) - @bounce_bot
Get in touch
21
Christopher Weeks
Co-founder and CEO
chris@bouncebot.io
07789 277 299
@FlippAWeeks
Alastair Byrne
Co-founder and CTO
alastair@bouncebot.io
07511 078 302
Bounce
https://bouncebot.io
hello@bouncebot.io
Twitter: @bounce_bot
Facebook: @bouncebot.io

48. Thank you

49. Evolution of the
native Messaging
application
AshaTrimble
LeadDesignManager
xdlabsLondon
MUXLDesigningforConversations&Messaging
Tuesday13th March2018

50. 2018
34 years history of text messaging
Multi device access,
integrated iMessage
and chat features
Most trusted medium
by brands for offers,
appt reminders,
donations, identity
check, etc.
2012
99.9% of SMS being
read almost
immediately
2011
8 trillion texts sent
worldwide
150 billion in the UK
alone
2007
Text messaging
outnumbered phone
calls
2001
3G network compatible
1999
UK on-net restriction
for sending texts
lifted
1993
First commercial
launch of mobile
phone that could
send SMS
03.12.92
First SMS sent from
Neil Papworth to
Richard Jarvis
1985
Researcher Friedhelm
Hillebrand - 160
character limit
Engineer Matti
Makkonen invented
the SMS
1984

51. Rich Communications Suite (RCS) provides a service beyond voice & SMS
1:1 & Group Chat
Advanced instant messaging
experience over IP
Fallback to SMS when no data or
contact is not RCS
Location share
Geolocation push and pull
Send current or choose alternate
location
Media share
Photos, Images, Gifs, Videos,
Audio messages, Files,
Stickers, Emojis, Emoticons
“It’s Just There, It Just Works”
Video Calling
1/2 way IP video call
Upgrade/downgrade to/from voice
call
Presence Information
Is typing and sent/delivered/read/
failed message status indicators
Enriched Calling
Pre-call: Send subject, photo, location,
urgency
In-call: Video share, share sketch
(picture or map)
Post-call: Leave voicemail/message

52. Whatsapp
Facebook Messenger
QQ Mobile
WeChat
Skype
SnapChat
Viber
UNE
Blackberry Messenger
Telegram
Kakao Talk
RCS (Q1 2016)
RCS (TODAY)
RCS (Q4 '18)
RCS (Q4 '19)
0 300 600 900 1200
1bn
1bn
877m
846m
300m
300m
1.05bn
249m
217m
100m
100m
157m
350m
49m
30m
*source GSMA
Messaging apps by Monthly Active Users (MAU)
GSMARCS Forecast
SMS
By end of 2019, RCS
could be equal with
Whatsapp, Facebook
Messenger & WeChat*
Today SMS remains the premier messaging platform
3.5bn

53.
Bots in short
A different attitude towards
technology
A new digital disruption: Messaging as a
Platform (MaaP)
Asking for information instead of browsing
for it or downloading & navigating through
a mobile application
Man shares his 85 year
old granny’s “polite”
Google search
Twitter
14th June 2016

54. RCS Business Messaging – the offer becomes more compelling
Branding
Name, Colour, Logo
Suggested Action
Tapping will open
URL, Map, Dialler,
Calendar, Location
push and app deep link
Rich Media
Images, videos, GIFs,
audio, map location
Verified Sender
Customers have
peace of mind
Carousel
Multiple rich cards sent in
a single message as a
carousel
Suggested Reply
Tapping will reply to the
conversation with the pre-
programmed customised
text
Deep Linking
Ability to take action
Rich Card
General purpose card with
generic fields: media (image/
gif), title, description, replies,
actionsTrue Metrics
Client based DLRs
Read Receipts for
Brands
Suggested Chip List
Suggested replies and
actions interactions with
embedded postdata sent
back

55. SMS v RCS Chatbot
It doesn’t cost anything to
learn about the new
Orange Love subscriptions,
just as it doesn’t cost you a
TV subscription all the time.
Learn more at 0800 400
405 or www.orange.ro/love
SMS – Love campaign RCS – Love campaign
More than a message A call to action

56. No coins?
Meter not working?
Don’t want to call an IVR?
Pay for Ezy-Park with your phone bill
Text “Park” to 070902
or scan Ezy-Park code
& pay by phone!

57. Evolution of the Messaging UI/UX
RCS (P2P)
1:1/Group Chat
Enhanced + SMS/MMS
SMS/MMS (P2P)
1:1
Basic experience
RCS Chatbots
(A2P/P2A)
1:1 and Group Chat
All 3 experiences available within the one application

58. Food for thought
– Chatbot UX
challenges

59. Thanks
asha.trimble@orange.com