Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Lets Build a Bot - UX Bristol 2017 Workshop

MatWalker
July 24, 2017

Lets Build a Bot - UX Bristol 2017 Workshop

Here are The Units slides from our 2017 UX Bristol workshop of designing chat bots

MatWalker

July 24, 2017
Tweet

More Decks by MatWalker

Other Decks in Design

Transcript

  1. @theunitgb — @mat_walker — @jdflitcroft A natural dialog… between your

    users and you, to help them get things done in the real world. Sundar Pichai – CEO, Google (October 2016)
  2. @theunitgb — @mat_walker — @jdflitcroft Closed Open General AI (Hardest)

    Scripted Freeform Decision Tree (Easiest) Machine Learning (Hard) Impossible!
  3. @theunitgb — @mat_walker — @jdflitcroft Don’t believe the over-hype. Don’t

    build a bot just to tick a box. - David Marcus – VP Messaging Products, Facebook (November 2016)
  4. The good stuff Conversational Interfaces have lots of things to

    recommend them: – Reduce installation friction – Add personality to dry interactions – Surface only relevant information – Handle engagement easily – Make single actions simple – Reduce risk go GUI malfunctions – Learn from their actions (sometimes)
  5. The (potentially) bad stuff – They’re not people, but they

    can sound like people. This risks trust. – They can’t do everything you think they can (yet). – They are another mode of interaction, not a replacement for other channels. – They don’t exist in a vacuum – They are not the easy way out. They’re complex conversational challenges
  6. @theunitgb — @mat_walker — @jdflitcroft The brief – We’re a

    flight comparisons company. – We’re doing well, and we don’t think anyone is leading the industry. – We want to take that roll. – How do we do it?
  7. @theunitgb — @mat_walker — @jdflitcroft The research and journey –

    Mapping interviews with current and potential users – Company strategy development – Trends and opportunities exploration – End-to-end journey building – Competitor analysis
  8. @theunitgb — @mat_walker — @jdflitcroft The opportunities and painpoints –

    Regular business travellers from small/medium companies – Collaborative booking using internal systems – Solo-travelling in unfamiliar places – Simple interactions with complex processes
  9. @theunitgb — @mat_walker — @jdflitcroft 1. I need to confirm

    my plans last minute 2. It’s hard to share choices and updates with other people during my flight 3. Multiple people need to agree to a flight before it can be booked 4. I decide on the travel plans, but I don't book anything 5. Getting passport details from multiple people for a single booking 6. Double checking flight details on my way to the airport 7. Have to download yet another airline app 8. What do I do when I’m somewhere for just a single night 9. Getting home late and not having anything in for breakfast
  10. @theunitgb — @mat_walker — @jdflitcroft 1. Last minute 2. Share

    updates 3. Multiple people 4. Other booker 5. Passport details 6. Flight details 7. Yet another app 8. Single night 9. Breakfast Simple Complex Human Digital 1 2 3 4 5 6 7 8 9
  11. @theunitgb — @mat_walker — @jdflitcroft 1. Last minute 2. Share

    updates 3. Multiple people 4. Other booker 5. Passport details 6. Flight details 7. Yet another app 8. What to do 9. Breakfast Simple Complex Human Digital 1 2 3 4 5 6 7 8 9
  12. @theunitgb — @mat_walker — @jdflitcroft Our interface will help Who

    want to By Unlike the current offering which This interface isn’t an app because
  13. @theunitgb — @mat_walker — @jdflitcroft Our interface will help Who

    want to By Unlike the current offering which This interface isn’t an app because Business travellers with uncertain plans confirm travel plans last minute creating a simple, automatic booking and confirmation relies on someone being available this isn’t a regular occurrence
  14. @theunitgb — @mat_walker — @jdflitcroft Our interface will help Who

    want to By Unlike the current offering which This interface isn’t an app because business travellers who can’t book their own travel make sure that the right thing is booked acting as a bridge between booker and traveller it needs to be channel agnostic uses email and screenshots
  15. @theunitgb — @mat_walker — @jdflitcroft Our interface will help Who

    want to By Unlike the current offering which This interface isn’t an app because people who book others travel collect the simple information required for the booking reaching out to multiple people in a way which will get a quick response it has to go beyond the company is mostly chasing people
  16. @theunitgb — @mat_walker — @jdflitcroft Our interface will help Who

    want to By Unlike the current offering which This interface isn’t an app because BT who are somewhere new for the evening find something to do for the evening helping them understand what’s going on, and what’s safe it’s not used all the time disconnected and too broad
  17. 1. Don’t try and be everything to everybody – Don’t

    try and build a bot to do everything people might want it to do – Instead set clear goals and identify use cases for the bot – Guide the user through the conversation so they never wonder what to should do or say. – Do a few things really well rather than lots of things badly
  18. 2. Remember the user – Always consider the context of

    where and when the user will be using the bot – Give users a sense they are in charge – Be engaging – Target the right audience
  19. 3. Always provide escape routes – Business bots still need

    to allow for humans to intervene at key points and when things go wrong – Never launch a bot without allowing for human escalation points – Build initial routes and scenarios for the bot. As the bot experiences new scenarios and ‘learns’ from them the need for humans reduces
  20. 4. Strike the right personality balance – Nobody will enjoy

    speaking with a robot that sounds like a robot – Overdoing the personality with emojis, humour and gifs will make the bot sound false – Work on the tone of voice for the bot as you would with any other product to represent the company brand values
  21. 5. Keep it short and sweet – Processes with lots

    of options are hard to process - hybrid point and click and conversational works best – You should plan for no more than 90 characters per message (around three lines on mobile). Preferably, a message should be less than 63 characters (around two lines), and multiple messages shouldn’t add up to more than ~140 characters at a time.
  22. Commercial in confidence Conversation Blocks Start mapping the conversation at

    a high level with the following blocks: – Opening (essential - opening introductions, setting expectations) – Extra (optional - non essential to final goal bits like cookies messages etc) – Skip (optional - ability to skip non relevant bits of the conversation) – Chatter (optional - non essential conversation) – Core (essential - path to the goal) – Ending (essential - closing remarks, handover and next steps)
  23. User takes a photo of themselves for us to use

    as ID Send us other details Send back a selfie from the team (funny chat?) Use facial recognition to match with a piece of photo ID
  24. Messages – Short and focussed – Split out separate thoughts

    / actions – Introduce the bot and the first action – Use quick replies – Be prepared for any reply - steer the conversation back – Consider emojis if they fit your brand !
  25. Media – Images / GIFs / video / audio –

    Can be useful for showing graphs / charts
  26. Buttons – Give users actions to take or options to

    choose from Button This is a message with an action 9:41 AM Option 3 Option 2 Option 1 What would you like to do next? 9:41 AM
  27. Templates – Card templates provide more structured information – These

    can be combined with buttons – Use scrollable carousels for multiple detailed options smartbots.co.uk With bots and live-messaging tools, you can create a custom experience for your unique audience. Card title Total £15.00 1 Hacker Way Menlo Park, CA 94025 Ship to Visa 1155 Paid with Description Item Name Order confirmation Option 2 Option 1 Description Item Name
  28. View Details smartbots.co.uk £29.99 Description Item Name View Detail smartbots.co.uk

    £29.99 Description Item Name Templates – Card templates provide more structured information – These can be combined with buttons – Use scrollable carousels for multiple detailed options
  29. Lists – Lists provide more structured information Description Item Name

    smartbots.co.uk Description Item Name smartbots.co.uk Description Item Name smartbots.co.uk Read more Description Featured item smartbots.co.uk
  30. Web views – Web views can be used for features

    that are difficult to offer with just message bubbles I can't wait to see Rogue One, it looks so good!! Aa Hello ! Hey dude L K J H G F D S A P O I U Y T R E W Q Active Now Henri Liriani Home 100% 12:00 PM 10:30 AM 1:15 PM 8:00 PM 10:15 PM 4:00 PM 6:45 PM 4.3 mi 3D · RealD 3D · Closed Caption Main Street Theater Nearby Location M S W T F S T 12 14 16 13 15 17 11 Thursday, June 15, 2017 Captain Cat Cuddles Adventures Tickets sold by Studio 32 Films Select Showtime
  31. Chat extensions I can't wait to see Rogue One, it

    looks so good!! Aa Hello ! Hey dude M N B V C X Z L K J H G F D S A P O I U Y T R E W Q Active Now Henri Liriani Home 100% 12:00 PM In a far off land, beyond several snow-capped mountains, and far from the countries Vowelia and Consonantia, there lives a punctuation- free society. Located in the town of Bookmarksgrove, it's situated near the coast of the Semantics, a large ocean of language. A small river named Context flows nearby and supplies all their necessary resources. It's a paradisematic country, in which roasted parts of sentences fly into your mouth. Golden Gate Bridge Golden Gate Bridge Landmarks Landmarks 29 mi 29 mi 1,690 reviews 1,690 reviews Explore – Provide interactive, social features directly into user's own Messenger conversations – Can be used for group planning and buying
  32. Commercial in confidence Five things to take away 1. Define

    a value proposition. Whats the goal? 2. Keep it simple. Complexity get’s really hard, really fast 3. Map out your structure before you design the interactions 4. Don’t make the user do the heavy lifting; use the power of the integrations 5. Conversational Interfaces are a new mode of interaction, not the only mode of interaction you need.