You might have noticed an ever-increasing adoption of conversational interfaces, whether in customer service situations, in financial products, or when doing something as simple as ordering flowers. As designers, it’s our job to grow and adapt to best utilize this new paradigm.
This slide deck (from the June 28, 2017 event in Moment's Chicago office) covers design’s influence on the chatbot landscape and highlights tools to experiment with on your own.
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• Are you solving a genuine user need?
• Are you replacing an existing capability already
offered in another channel? Why?
• Which parts of your organization will be impacted by
the bot, and how are the impacted?
• How will your users discover this?
• Is there a path towards user adoption?
STEP 1: ASK “WHY?”
It’s time for
product
strategy!
These are all the questions worth
asking when building any new
product/channel/capability.
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The context of “knowledge”
will drive the complexity
of your bot.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
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Who will drive the
conversation:
The bot, or the user?
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
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The question
game
Some experiences can be reduced to questions
and answers. These sorts of bots are pretty
dumb and are very easy to build—they don’t
really need to “know” very much.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
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The question
game
Some experiences are open-ended and
complex. If your bot is going to mimic a human
interaction, it’s going to need to “know” a lot and
it will need to learn.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
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What is
the value
proposition?
“My bot helps people sign up and manages news updates.”
“My bot helps devs add, track, and manage bug tickets.”
“My bot helps people shop atmy store.”
“My bot helps me track orders from my store.”
“My bot helps customers shop AND tracks orders.”
Define the bot’s scope and limits
to set expectations with users.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
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Organize
your features
• Break down your value proposition into the
featuresthat combine to deliver a rewarding
experience
“My bot helps people shop atmy store”…How?
• How do your featuresrelate to one another?
Are there any natural groupings? Any
dependencies?
• Can these features be prioritized? Can you evolve
your chatbot over time?
Feature set A Feature set B
- Feature 1
- Feature 2
- Feature 1
- Feature 2
- Feature 3
- Feature 4
Value proposition
Prioritize features based on the
path to user adoption.
STEP 2: DEFINE THE INTELLIGENCE / FEATURES
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Take a lesson from Siri and Alexa —it’s really
difficult to craftpersonality with something
that only understands you most of the time.
?!
STEP 3: DESIGN YOUR CHATBOT
Who is your bot?
Still…you get points
for personality.
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1. Ask “Why?”
2. Define your intelligencelevel
and features
3. Design your bot
So, howcan we
build a good
product that is
also a bot?
4. (Test andlearn)
Drew Gold & Josh Lucas-Falk
@momentdesign