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
Hola

Context
Goal
A practical toolkit ---> If I was to start a new chatbot project tomorrow I would...
Context
Discuss UX tools and methods in the context of conversational interfaces.
Secret project
3 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

Team
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
Intent
User 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
Intent
User 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 night
First opening
app

Tools

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
Xmind
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
purpose
Explain 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
Cards
Images, 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
Help
Recovery

Errors
Design for
errors

Help
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 again
At the end
At the end
Idle for x minutes
When request has been
Identified
Before you start
During
Any other thing I can
help you with?
NoYes
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?
#ClassicUXResearch
5 users every 2 weeks
Hypothesis
Completion rate
Satisfaction rate

Discovery for voice

Designing generative
systems

Thank you!
Twitter
@ElviaVasc
Email
elvia.vasconcelos@gmail.com
Instagram
Sketchnotes_are_awesome

Get in touch
Twitter
@ElviaVasc
Email
elvia.vasconcelos@gmail.com
Instagram
Sketchnotes_are_awesome

Elvia Vasconcelos, Experience Design for Chatbots

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