Chatbot Design Story
Chatbot First: Chatbot Centered UX Design
“Chatbot is coming closer in our daily life”
One of my clients recently made an application to make a chatbot for medical transport. They want a Chatbot based on companies, not a web or mobile app. I figured that the mainstream of chatbots will launch, not the side field.
Changing in our daily life: Untact Society
In multiple firms, this speeds up the construction of chatbots. For us, we had to know that we wanted places that were contact-free. Who knows why we recommend not being human? You will see manless shops. Moreover, a chatbot purchases coffee for a generation. It involves the vitalization of shopping, in particular. They need human-like bots.
Changing User behaviors
Staying at home by coercion has also altered our lives. We began to search for something at home to do. Among them, Chatbot is right. By voice, you can do it. We may have been more familiar with chatbots before.
We experience the repulsion to download new applications at any point. Generation Millennials who feel convenient when not calling to talk invest more into using the chat.
Seriously, They are excellent at managing chat and speech interfaces for seniors. They are good at dealing with chat and voice interfaces. They could find it’s easier. This is why, unlike websites and mobile apps that need to check, only follow the chatbot scenario.
What has made mistakes
We had the same mistake when we made a mobile application from the website at the beginning of smartphone. Many stakeholders said like this,
“We want to apply every feature on the website to mobile apps.”
We always slip into the mistake that it is definitely important to officially do previous stuff. It is close, as you know, not to trash stuff at home to the worthless and outdated ones. All and every moment is very important, but in every sense, it is more important to fit into each context.
Many dynamic features on the website are converted into mobile apps at the beginning of the launching of mobile applications. “The function is needed.” “This function must also be served on the mobile.” Many clients required like this. Eventually, we made a really ugly one the first time. As time goes progressed, we began to mobile strategy, we slowly decreased functionality to suit the mobile context.
When we make a chatbot from the website, it’s the same. A chatbot is not exceptional. On the bottom of the main pages, we normally connect the chatbot on their website. Often because of restricted UI layout, a chatbot on the website also only deals with Q&A regarding their services or limited features. It’s sort of more of an accessory.
People have attempted for the first time to use a chatbot if they discover a new chatbot. But they tend to choose how to use what they have done before. They will end up not using the chatbot if they get an advantage it. So how are we going to tackle this? How do we serve the chatbot’s useful service to users?
How to approach a Chatbot First?
Each phase we should tackle. Next, let’s move to target users, first. We have to take a look at them first of all. Besides this we should look at a user context. And then let’s find out the characters of the chatbot channels. And we need to start mingling with a website as well.
Here are tips for ‘Chatbot First’ in details.
1. Using CUX(Conversation User eXperience) Design Method
When addressing the problem of design, we usually use the UX Design Method(Double Diamonds Design Process). In CUX, we concentrate mainly on the meaning of conversation context.
- First : Obtaining Key Findings through User Research
; Finding user’s needs and root causes by doing user interviews
- Second : Building CUX Strategy
; Creating Key concepts to sufficient users by setting User persona & User Journey
- Third : Starting to design Conversation Scenario
; Storytelling naturally main scenarios by having a real conversation
- Fourth : Designing Chatbot UI Component
; Applying Easy-to-use UI component to fit in each scenario
- Fifth : Prototyping & advancement
; Repeating prototyping and improve scenarios
2. Maximize Strong Points of Chatbot channel
Most of all it is really important to offer the first positive experience to the users through simple chatbot conversation. Let’s take a look at the Chatbot interface’s capabilities.
- Personality; to be born from human-like storytelling
- Short-cut; to be able to have an instant conversation
- Texting; easy-to-use just leave messages on chat
- No install; do not have to download new application
- Learning; always something learning how to conversation nuance and tone of voice
Because of these characters, it is seperate from the website, many people are looking forward to chatting spontaneously to a chatbot such as human-like.
So, by addressing larger usage backgrounds and circumstances, we still have to serve conversation scenarios. It needs devices to induce users to speak to a chatbot. We have something to serve that makes users excited about a chatbot.
3. Well-Collaboration with Web/Mobile
Users face a lot of situations when they use the service. Nowadays, when we use computers platforms, such as website, smartphone apps, smart watches, and tablets, we have multiple touch points. The key to seamless multichannel communications is to serve.
- Floating Message(Website→Chatbot); give hints, tips for next steps for users to be needed
- Subscription mail service(Email→Chatbot); serve promotion and event and through brand newsletter and point of entry to a chatbot
- Notification to appear curious; notice user’s interested information based on personalized data
* Translation
1. Tonight, With Joy Lee — I have good music for you
2. When is coming 3 chances in my life? — Let me know accurate ages from fortune
Conclusion
Chatbots carry on growing. We are very struggling to make a chatbot more human-like. Yet, at one, we can’t make complete one. So, we can approach to users more naturally and kindly through these efforts that I mentioned above. I expect that 2021 will carry chatbots of different appearances. Over chatbot interface, I expect new shapes together with other AI innovations such as image processing, speech recognition, motion recognition, etc. would be launched. Look forward to services that will provide consumers with useful stuff for clients!
