Posts tagged UX
It's not AI! Designing for automated conversations

Below are a few practical things we learned as a design team when building automated conversations for our two products ReferralCandy and CandyBar.

A snapshot of CandyBar Assistant. It tells people how many rewards, stamps and points they have

A snapshot of CandyBar Assistant. It tells people how many rewards, stamps and points they have

Why automated conversations?

For us, it all started with an experiment.

We had an SMS being sent out, and we wanted to make it better i.e. more useful, helpful, more engaging and interesting.

Trying to make the SMS shorter, cleaner, with neater links

Trying to make the SMS shorter, cleaner, with neater links

We did a ton of usability testing on the SMS flow. The results were not great. People didn’t notice the message. It didn’t feel relevant, engaging or interesting.

We had to figure out a better way of messaging people.

Our first MVP experiment with automated messaging was with Facebook Messenger.

Results looked good! Our engagement went up, our testing lead to better results, more people were giving feedback about the places they visited, and conversions looked good too.

So here’s what I learned from the last two years of building automated conversations with my team:

1. Don’t make it look like a human

candybar-assistant

Samantha is not a real person. Her photo is from unsplash.com, a website for free to use commercial photos.

Trust is fragile in an automated conversation. 
Make sure your automation clearly looks like a bot. An automation cannot do human tasks.

Be honest and transparent that it’s just a bot and therefore it’s limited. Use non-human names and avatar images.

Our product is both merchant facing and customer facing. So our interface and bots speak to both end consumers and merchants who want to connect with their customers in a meaningful way. We also have an excellent customer support team talking to these folks.

In a complex situation where both people and bots are helping out, clearly differentiating between the two is the key between a good or effective experience and a bad or confusing experience.

2. Design basics are the same, but your tools are different

Stick to a typical iterative product design process.

iterative-product-design.png

Your qualitative and quantitative user data is in the center of your process as you ideate and test your ideas in the real world. Make sure you are measuring the right thing. Your success metrics should be chosen carefully.

We did a lot of testing especially for the first MVP automated conversation

We did a lot of testing especially for the first MVP automated conversation

But your tools are different

Sketch isn’t the best way to draw your MVP Conversation
Initially I tried to make detailed mockups but my team found it difficult to understand the MVP concept and design updates this way.

Some initial sketch mockups for the MVP

Some initial sketch mockups for the MVP

We were iterating too fast (every 2 days) for good looking mockups.

What actually worked:

Conversation tree for the MVP

Conversation tree for the MVP

Then, write an MVP script to test each flow

mvp-script

Imagine your MVP conversation like a movie script with characters, stages and scene changes. This will help you test each flow properly, so that it sounds as natural as possible.

Once you have your Conversation tree and MVP script, create some visual story elements:

A few story elements from CandyBar Assistant

A few story elements from CandyBar Assistant

Prototyping is the best way to share your work

I recommend Botsociety for quick prototyping for your MVP

I recommend Botsociety for quick prototyping for your MVP

So in conclusion, basic design process is the same, but the tools you use are different.

3. Become a really good writer OR get a really good writer

Can’t underline this enough. Your MVP has to have good writing. It’s not optional.

Getting a culture check is good too. Sitting in Singapore, we didn’t know this would happen with Americans using our bot. A surprisingly large number of people hate Jimmy Fallon

Getting a culture check is good too. Sitting in Singapore, we didn’t know this would happen with Americans using our bot. A surprisingly large number of people hate Jimmy Fallon

4. It’s ok to say sorry and I don’t know

Error handling is always important in any design process, it’s just way trickier in a conversation.

error-message

This person asks a pretty relevant question “How many points do I have?” but CandyBar Assistant doesn’t understand. It quickly apologizes, making it clear that it is limited, and provides a button so the person can find their answer anyway. By tapping on “View Rewards” this person can see how many points they have.

5. It’s not AI and it doesn’t have to be AI!

You are replacing a traditional interface of fields and labels with a rich conversation.

The bot reminds me of this olden days CLI

The bot reminds me of this olden days CLI

The bot reminds me a bit of this ancient command line interface I used to load up games when I was a kid. You put in queries, and the system did a thing. If you put in the wrong query, it failed horribly.

With an automated conversation, it’s pretty much the same Q&A format, just in a nicer, more human, friendlier wrapping. Maybe even some jokes, emoji’s and GIFS added to the mix!

You don’t have to have artificial intelligent to create a really really good experience for the people using your software that’s fun, enjoyable and also works.

TLDR:

  • Don’t make it look like a human.

  • Trust is fragile in an automated conversation

  • Design Basics are the same but your tools are different

  • Write your MVP script and test as much as possible

  • Get a really really good writer

  • It’s ok to say sorry and I don’t know

  • It’s not AI! It doesn’t have to be AI to be effective

Thank you for reading! This article is based on a talk I gave at UXSEA in Singapore, Nov 2018.
I’d love to hear your perspective on this, please add your comments below.

First published on Medium


UX Workshop at Construkt

The workshop focussed on teaching hands-on design prototyping, taking the participants step-by-step through a prototyping process, how to think and analyse their design concept, and even a quick ten minute guerrilla user research activity at the festival grounds. It was rewarding to see the 25 participants get so involved and excited about what they were building. Below are some pictures of the three hour session. It started with some warm-up creative thinking activities, after which the participants chose a random 'everyday-life' object. They then proceeded to redesign it, much to their surprise! One of the participants chose an orange as a common 'everyday' object for the first exercise and ended up 'redesigning' it into a scent dispenser and pen holder. Every participant had a set of raw materials such as card paper, straws, tape and foam pieces to use. UX Workshop participants at the Construkt Festival, Bangalore. The Construkt team gave me a beautiful location under a giant tree on the festival grounds, so everyone could work in the outdoors.

UX participant shows off his prototype, a redesigned Table Tennis racket as part of a completely new type of Table Tennis.

UX workshop participants at the Construkt festival, Bangalore. One of the central goals of my workshop was to make it hands-on learning, and also ensuring it was fun. It is so important to enjoy these exercises since it makes people more relaxed and therefore more creative.

UX participant shows off his smart watch prototype at the end of the workshop. The last stage included quick user research, getting reactions from people wandering around the festival and trying to make last minute adjustments on the first level prototype.

NID Talk

It was a healthy turnout of about 45 students, still in their first years studying Interaction Design. Talking about my work from the past six years helped me look at it in a completely different perspective, basically the breadth of different types of projects I've done, and what interested me the most. It was titled 'Mobile UX - What it's like to design and create iOS and Android apps today.'

Students were full of questions, which is a great sign. Post talk discussions brought up several interesting topics, such as power dynamics between designers and engineers in the industry today. One thing I always stress is respect - engineers are the ones implementing your work so a healthy respect goes a long way especially in large companies and situations when engineers are part of a client team. Another thing that interaction designers should strive towards, and something I struggle with everyday, is keeping up to date with the latest tech so you can converse intelligently with the team.

One of the stories I like to tell at such talks. Check out the full article here.

NID Bangalore is a R&D hub for design in India. Image Source.