How Might We Design Human Centered Chatbots?

With more than 30,000 chatbots built on the Facebook Messenger platform alone, industry experts are claiming bots as the next big frontier in tech. Most of these chatbots have not been built with Human Centered Design in mind. Human Centered Design starts with the needs of the user and ends with empowering the life of that user. Each user has a unique personality, with rich emotions and context. Designers can apply Human Centered Design to take bots beyond the transactional realm to forming a deeper connection with each user. In this hands-on talk, Jayneil will showcase the power of using the ‘How Might We’ method for framing a design challenge to build a chatbot. Attendees will then learn to apply Human Centered Design principles for designing chatbots with the help of live demos and examples.

Transcript

1. How Might We Design Human Centered Chatbots? @jayneildalal
2. I strike random conversations with random people at random times.
3. 1. Design personality over pixels 2. Random Access Navigation
4. HCD — 02 @jayneildalal How Might We Design Human Centered Chatbots? Poncho 04
5. HCD — 02 @jayneildalal How Might We Design Human Centered Chatbots? Chatbot is a service, powered by rules and sometimes artificial intelligence, that you interact with via a chat interface.” Matt Schlicht, The Chatbot Magazine “ 05
10. Human Centered Design
11. HCD — 02 @jayneildalal How Might We Design Human Centered Chatbots? Human-centered design is innovation inspired by people.” IDEO “ 11
12. HCD — 02 @jayneildalal How Might We Design Human Centered Chatbots? Don’t worry about failure. You only have to be right once.” Drew Houston, Dropbox “ 12
13. HCD — 02 @jayneildalal How Might We Design Human Centered Chatbots? Inspiration Ideation Implementation 13
14. Inspiration
18. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? How Might We enable a business to connect with its customers the same way we talk with a friend? 18
20. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? How Might We? (HMW) 20
21. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? Software is eating the world.” Mark Andreesen “ 21
22. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? How Might We scale the way a business connects with customers using software? 22
23. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? One-Many conversation Example: Email 23
24. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? One-One conversation Example: SMS 24
25. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? Contextual conversation Example: How is the weather? 25
26. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? Chatbot can do One-Many contextual conversations. 26
29. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? Over 2.5 billion people have at least one messaging app installed. Within a couple of years that will reach 3.6 billion, about half of humanity.” The Economist “ 29
30. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? Stop wasting money trying to pull people into your ecosystem. Push your content where your users are already active.” Joe Toscano, The Ultimate Guide to Chatbots “ 30
32. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? Analogous Inspiration 32
33. Inspiration — 02 @jayneildalal How Might We Design Human Centered Chatbots? Our real objective is to find chatbots that work! Bots that will surprise us with a funny response. Bots that we’d want to hang out with.” Ashley D’Arcy, Poncho “ 33
34. Ideation
35. Ideation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Poncho 35
36. Ideation — 02 @jayneildalal How Might We Design Human Centered Chatbots? When it comes to having an interactive, conversational character, you must understand your character, your product, and the limitations of user experience provided by other platforms.” Greg Leuch, Poncho “ 36
37. Ideation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Random Access Navigation (RAN) 37
40. Ideation — 02 @jayneildalal How Might We Design Human Centered Chatbots? R.A.N. 40
41. Ideation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Give people the ability to navigate without a defined path, while also being able to change their mind at any time.” Shane Mac, founder of Assist “ 41
42. Ideation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Rapid Prototyping 42
45. Ideation — 02 @jayneildalal How Might We Design Human Centered Chatbots? This is the age of servers. Customers expect updates every hour.” Jayneil Dalal “ 45
46. Implementation
47. Implementation — 02 @jayneildalal How Might We Design Human Centered Chatbots? 47 IAS Slackbot
50. Implementation — 02 @jayneildalal How Might We Design Human Centered Chatbots? How Might We design a chatbot to reduce the workload on conference organizers? 50
52. Implementation — 02 @jayneildalal How Might We Design Human Centered Chatbots? 52 Email attendees Onboard attendees to slack Attendees interact with slackbot Attendees use slack
59. Implementation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Generate Insight Statements 59
60. Implementation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Good insight should inform, inspire and be memorable.” IDEO “ 60
61. Implementation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Bot should advise not enforce 61
64. Implementation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Pilot 64
65. Implementation — 02 @jayneildalal How Might We Design Human Centered Chatbots? Minimal Delightful Product 65
69. Recap
70. 1. Design personality over pixels 2. Random Access Navigation
71. Resources
72. Ultimate Guide to Chatbots Random Access Navigation Bot Analytics Chatbot Design resources How Poncho became the best bot Design by Change Making of Poncho Human Centered Design
73. Shoutouts
74. Read my journey on designing the slack experience and creating a slackbot for IA Summit on Medium https://goo.gl/ATcbNk
75. Jayneil Dalal @jayneildalal jd@jayneildal.al www.jayneildal.al/ias17