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UX Best Practice for Chatbot
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LINE Developers Thailand
October 16, 2021
Technology
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300
UX Best Practice for Chatbot
LINE Developers Thailand
October 16, 2021
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Transcript
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UX BEST PRACTICE FOR CHATBOT 10.00 - 17.00
None
None
TODAY YOU’LL LEARN.. When to use chatbot How to best
use chatbot Avoid pitfalls
• Format (Right Platform) • Functions (Right features) • Form
(Right UI) • Flow (Right Experience) AGENDA
1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW
1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW Is chatbot
the right platform for my product/service?
healthy. tasty. delivered.
None
• What should I eat? • How much is the
delivery? • How will you return the container? • -> BUY
WHEN TO BEST USE CHATBOT? Related to chat Related to
broadcast messages Support both regular & casual users
1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW What should
I o ff er through Chatbot channel?
None
CALL CENTER Catering Order Legacy customers AGGREGATORS New customers WEBSITE
Catering menu Catering information General company information CHAT BOT Seefah Membership Seefah fans ordering
Geared towards members experience SELECTIVE FUNCTIONS E-membership that is integrated
with Hato Store
Geared towards members experience SELECTIVE FUNCTIONS Member-only menu Get points
for online purchases
WHAT SHOULD I OFFER THROUGH CHATBOT? How does chatbot channel
fi t into my entire ecosystem? What should I focus on this channel?
1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW How can
I best deliver chatbot Experience?
None
WHAT FORM TO USE? Selecting the right form for your
content Conversation Announcement VS FYI Action Needed VS Simple interaction Complex interaction VS
Communication style CONVERSATION VS ANNOUNCEMENT
What’s next? FYI VS ACTION NEEDED
What’s next? SIMPLE VS COMPLEX
1. FORMAT 2. FUNCTIONS 3. FORM 4. FLOW How Does
chatbot fi t into the entire customer journey?
None
Awareness Engage Shop Track Pick Up Feedback GROCERY PICK UP
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?
GREAT EXPERIENCE IS ALL ABOUT THE HARMONY OF CONTENT, FORM,
AND FLOW