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Boon Yew Chew
IxDA London
Lessons from writing chatbot UX guidelines
26 July 2017
Uncovering chatbot IxD basics
Lessons learnt
Popular chatbot literature isn't helpful for design.
Make your own guidelines.
Chatbot interaction design
Facilitating conversation-based interactions through
dynamic text and visual-based dialogue
Side-stepping misconceptions Not everything needs AI
Chatbots failure rates are high
Personality is only the tip of the iceberg
Bot conversation involves a learning curve
Let's design to...
build confidence
meet expectations
enable (re)usability
Let's avoid...
designing for novelty
majoring on personality
being trapped by the tool
Discovery:
2 things to understand
User expectations and needs
AI strengths & weaknesses
Broad perceptions and expectations
People expect chatbots to be...
useful for assisting in basic tasks and queries
efficient and get things done faster
straight to the point
...but not to...
answer all their questions
fully understand their responses
be very intuitive or reliable
offer opinions
be too informal or expressive
Chat Bots: A consumer research study, myclever.com (2016)
Chatbot Strategy: Market research report, Fifthquadrant (Nov 2016)
Expected qualities of a chatbot
Chat Bots: A consumer research study, myclever.com (2016)
Chatbot Strategy: Market research report, Fifthquadrant (Nov 2016)
Knowledgeable
Helpful
Informative
Problem solver
Responsive
Friendly
Polite
Uncovering specific user needs
Input only trial
Chat logs
Call centre logs
Top tasks survey
etc.
Novice vs. expert users
“Just give me the answers.
I’m not interested in chatting.”
“It’s nice that I can ask it things,
and get the answers right away.”
New to chatbots
Will default to common sense approaches
May give up early and not persist
May be open to chatter
Strong expectations for chatbot behaviour
May attempt a few ways to get answers
Speaks in a way that’s appropriate to task
Less patience for chatter
Understand AI strengths and limitations
Firstly, build / test and validate the experience
Understand cognitive technologies, and how it impacts the experience
Know the difference between effort to understand vs. effort to answer
Do an audit Does this chatbot experience match user expectations and
needs?
What’s getting in the way of the conversation?
What’s making the conversation feel odd, pointless, wrong?
Is the AI weakness at fault? What is it good at?
Is it the content that needs fixing?
Writing guidelines and recommendations
Strategy
Craft
Interface
Chatbot strategy 101 Does it need to exist, and why?
What problem does it solve?
Who is it for?
How will it support users?
How does it fit within the wider experience?
Strategy
H I G H U S E R
E X P E C T A T I O N
L O W U S E R
E X P E C T A T I O N
C H A T B O T
W E A K N E S S
C H A T B O T
S T R E N G T H
D E L I V E R
A N D
D E L I G H T
S U G G E S T
A N D
G U I D E
L I M I T
A N D
C L A R I F Y
P A R T N E R
A N D
R E D I R E C T
Confidence is the currency of conversational experiences
Complex responses
Open-ended questions
Expressive personality
Too much assistance
Limited knowledge
Clinical personality
SWEET SPOT
V E R Y C L O S E DV E R Y O P E N
Craft
User confidence comes from Knowing what the bot can do
Feeling understood
Successfully completing tasks
Ease of use
Craft
Communicate limitations and capabilities
Offer structured, suggested answers
Employ conversational repair techniques
Gradually provide tips and suggestions
Provide short, concise responses
Provide shortcuts and quick commands
Support chat saving and resuming
Recall and reuse user data
Integrate useful services
Supporting novice and expert users
Craft
Three layers of chatbot experience
Conversation (text, rich media)
Container (chat window)
Platform (website, app, Facebook messenger)
Interface
Consider the ecosystem
Platform
1 2 3
Universal CTA Footer Promo Hero In-page
"How can I help?" "Who would you like to speak to?"
"Try me out" "Let me introduce myself"
"What about this can I help you
with?"
A landing page!
Platform
1 2 3
How does it work?
Who is it for?
Why is it good?
What can it do?
...
Layout strategies, behaviours
Container
Keep it simple
Container
Emulate real conversations
Conversation
Introduce complexity gradually
Conversation
tips and suggestions
asking for feedback
rich, dynamic UI
complex logic
Good defaults
Conversation
examples up front
structured prompts
concise and simple
avoid repetition
more advanced stuff...
Conversation
self-correction
multi-line handling
context tracking
'undo'
transparency, privacy and security
...
Work to the AI from the user experience, not vice versa
“better use cases – those real-world tasks and interactions that determine everyday business
outcomes – offer the biggest payoffs” https://hbr.org/2017/04/ai-wont-change-companies-without-great-ux
Let's avoid making more human puppets