Conversational interfaces relying on artificial intelligence are more popular than ever, and offer never seen before possibilities in terms of user interaction. As a designer or developer, being empathetic towards the people that will be using these systems is a key factor in these interfaces’ success, but empathy is’t something you can order; empathy is something one needs to develop. This raises many questions; how does one evaluate the diversity of users’ needs and expectations? How does one develop the empathy needed to properly cater to those needs and expectations? What factors must one take into consideration to ensure the most inclusive approach possible? Is the use of “classic” personas sufficient to achieve those goals? Here are some of the questions raised in this presentation, where the emergence of new channels of communication can potentially jeopardize some people’s right to access to information.
Presented at:
* Tout le monde UX - Montreal, QC (February 2017)