UX Best Practice for Chatbot

Transcript

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2. UX BEST PRACTICE FOR CHATBOT 10.00 - 17.00

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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.

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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?
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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?
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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?
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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