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UX Best Practice for Chatbot

UX Best Practice for Chatbot

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LINE Developers Thailand

October 16, 2021
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Transcript

  1. None
  2. UX BEST PRACTICE FOR CHATBOT 10.00 - 17.00

  3. None
  4. None
  5. TODAY YOU’LL LEARN.. When to use chatbot How to best

    use chatbot Avoid pitfalls
  6. • Format (Right Platform) • Functions (Right features) • Form

    (Right UI) • Flow (Right Experience) AGENDA
  7. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW

  8. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW Is chatbot

    the right platform for my product/service?
  9. healthy. tasty. delivered.

  10. None
  11. • What should I eat? • How much is the

    delivery? • How will you return the container? • -> BUY
  12. WHEN TO BEST USE CHATBOT? Related to chat Related to

    broadcast messages Support both regular & casual users
  13. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW What should

    I o ff er through Chatbot channel?
  14. None
  15. CALL CENTER Catering Order Legacy customers AGGREGATORS New customers WEBSITE

    Catering menu Catering information General company information CHAT BOT Seefah Membership Seefah fans ordering
  16. Geared towards members experience SELECTIVE FUNCTIONS E-membership that is integrated

    with Hato Store
  17. Geared towards members experience SELECTIVE FUNCTIONS Member-only menu Get points

    for online purchases
  18. WHAT SHOULD I OFFER THROUGH CHATBOT? How does chatbot channel

    fi t into my entire ecosystem? What should I focus on this channel?
  19. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW How can

    I best deliver chatbot Experience?
  20. None
  21. WHAT FORM TO USE? Selecting the right form for your

    content Conversation Announcement VS FYI Action Needed VS Simple interaction Complex interaction VS
  22. Communication style CONVERSATION VS ANNOUNCEMENT

  23. What’s next? FYI VS ACTION NEEDED

  24. What’s next? SIMPLE VS COMPLEX

  25. 1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW How Does

    chatbot fi t into the entire customer journey?
  26. None
  27. Awareness Engage Shop Track Pick Up Feedback GROCERY PICK UP

  28. 2. FUNCTIONS What should I o ff er through Chatbot

    channel? 1. FORMAT Is chatbot the right platform for my product/service? 3. FORM How can I best deliver chatbot Experience? 4. FLOW How Does chatbot fi t into the entire customer journey?
  29. GREAT EXPERIENCE IS ALL ABOUT THE HARMONY OF CONTENT, FORM,

    AND FLOW