Elvia Vasconcelos, Experience Design for Chatbots

If I was to start a new chatbot project tomorrow I would ...

Elvia Vasconcelos Senior Designer @SapientRazorfish_

@ElviaVasc

Elvia Vasconcelos @ElviaVasc

Context

GoalA practical toolkit ---> If I was to start a new chatbot project tomorrow I would...

ContextDiscuss UX tools and methods in the context of conversational interfaces.

Secret project3 x Sprint Chatbot POC

Talk@LadiesThatUX meetup

Internal talks@SapientRazorfish_ 2x

You are here

Agenda

1. Before you start

2. Understanding Artificial Intelligence

3. Tools

4. Interaction Design

5. *Bonus* Challenges for you

Elvia Vasconcelos @ElviaVascElvia Vasconcelos @ElviaVasc

Before you start

Designing for Chatbots Part I

Be critical

No content strategist or copywriter

What is the problem you are trying to solve?

Understanding the field of AI

Developer

Glossary on evernote

Come up with an Intent structure as a team

ID IntentUser says Action Response Contexts

“Example”Natural language

@Entity @Event Action name

Parameter value

Text response Rich Message

Image Card Quick reply

A2 “How many hours of sleep did I get last night?”

@sleep...

- Sleep Time

timeunits - Hours, minutes, seconds

“Last night you got <hours of sleep> of sleep.”

- - More nights

Add “example” synonym

Add Entity synonyms e.g. Snooze, rest, time in bed, nap, doze

ID IntentUser says Action Response Contexts

“Example”Natural language

@Entity @Event Action name

Parameter value

Text response Rich Message

Image Card Quick reply

A2 - Morning<rules>

Sleep Time

same Morning, Alex. Hope you are feeling rested, you slept 10 hours yesterday.

- - - Last nightFirst opening app

Process is led by copy and logic

Tree map Excel for copy :( Js file to update copy

Artifacts

Popular bot tools

https://www.motion.ai/ - visual �

Bot.store - templates

Botkit Studio - Content Management, Libraries

and analytics

Chatfuel - facebook messenger no coding

Twine - OpenSource, stories

Wit.ai - NPL

Api.ai - NPL

Botwiki - Catalogue of bots, tools and tutorials

Botlist - Catalogue of bots

Tools on evernote

1. Bot tools

Popular decision tree tools

Omnigraffle

Coggle

Mindnode

iThoughtsX

*Bonus*

Visual vocabulary + legend

Highlight paths e.g. happy path, user testing,

what is built, sprint planning

2. Decision tree tool

Jesse James Garrett Visual Vocabulary

Popular writing tools

Omnioutliner

3. Writing tool

Pick your tools (have some alternatives up your

sleeve)

Interaction design

Basics first

Interaction Design

1 Starting the conversation & Empty states

2 UI Elements

3 Generic intents

Starting the conversation

Empty State

What are the barriers to starting a conversation?

Starting the conversation

State a clear purposeExplain how to use it

Design for empty states

http://emptystat.es/

“A good empty state is clear, concise and prompts users to take action in a

meaningful way”@nancyduan “Designing Conversational UI with Information Architecture — Part 4”

Experience design challenges

2 UI Elements

3 Generic intents

Text elements

Source http://blog.invisionapp.com/guide-to-chatbots/

Media elements

Source http://blog.invisionapp.com/guide-to-chatbots/

Motion

Typing indicator Autocomplete (when appropriate)

UI Elements

Type here

CardsImages, gifs, PNG

Action buttons

Text replies

Quick replies

User says

Menu & Type

Create a library of UI elements (and think of motion)

Experience design

2 UI Elements

3 Generic intents

Generic intents

Errors

Recovery

Errors

Design for errors

Offer help If at any point you feel the need to speak to someone, you can do so via:- Chat to a live agent- Call- Email

I need to speak to someone

Recovery

Offer ways to start againAt the endAt the endIdle for x minutesWhen request has been IdentifiedBefore you startDuring

Any other thing I can help you with?

Allright. See you next time

Ask me anything by typing simple keywords.

Plan your sprints with a balance of generic intents and specific intents

Wrap up

What is the problem you are trying to solve and why is a conversational interface the right fit?

Understand key concepts on AI + Intent structure

Pick your tools

Nail the basics first

Clear, concise and actionable empty states

Create your UI Library

Balance of generic + specific intents

*Bonus*Challenges for you

Is this enough?#ClassicUXResearch5 users every 2 weeks

HypothesisCompletion rateSatisfaction rate

Discovery for voice

Designing generative systems

Thank you!

Twitter

@ElviaVasc

elvia.vasconcelos@gmail.com

Instagram

Sketchnotes_are_awesome

Get in touch

Twitter

@ElviaVasc

elvia.vasconcelos@gmail.com

Instagram

Sketchnotes_are_awesome

Elvia Vasconcelos, Experience Design for Chatbots

Design

Transcript of Elvia Vasconcelos, Experience Design for Chatbots

ELVIA MEJÍA FERNÁNDEZ - esap.edu.co · ELVIA MEJÍA FERNÁNDEZ Directora Nacional COMISIÓN DE PERSONAL DIEGO LUIS CANO MASSO Representante de la Administración ADRIANA JIMENA

José Vasconcelos Ulises Criollo

Elvia Celica - DUMAS

Conversational Commerce & Chatbots€¦ · Conversational Commerce & Chatbots. Conversational Commerce & Chatbots “By 2020, an average person will have more conversations a day

PeopleSoft Chatbots

Vasconcelos e Metadona

Joana Vasconcelos Versailles

Carolina Michaelis de Vasconcelos

JOANA VASCONCELOS - WordPress.comThe ArT of JoAnA VAsconcelos Joana Vasconcelos was born in Paris in 1971. She lives and works in Lisbon. The nature of Joana Vasconcelos’ creative

Voice-Enabling Chatbots

BIBLIOHEMEROGRAFÍA DE JOSÉ VASCONCELOS Obras...964 JOSÉ VASCONCELOS. LOS AÑOS DEL ÁGUILA *Cartas políticas de José Vasconcelos. Primera serie (1924-1936), preám- bulo y notas

101 chatbots

Historiando con Vasconcelos 3

Elvia Martinez Scholarship Application

Barbara Vasconcelos

Vasconcelos 2002 BOC b

Building Chatbots

Creative chatbots

22/01/11 Germán Tenorio Vasconcelos VISITA TENORIO VASCONCELOS JURISDICCIÓN DE LA SIERRA

Au Psy492 E Portfolio Elvia Adame