Designing a Chatbot - UX process

(Image Source: Christos)

In today's era companies transitioning from app based or web based interfaces to 'Conversation based platforms' (Chatbots). Chatbots are a computer program designed to simulate conversation with human users, especially over the Internet. Chatbots are not new invention, history of chatbots can be found during 1950-60s when Alan Turing & Joseph Weizenbaum contemplated the concept of computers communicating like humans do with experiments like the Turing Test and the invention of the first chatterbot program, Eliza.

Today Chatbots are disrupting the overall world. Many platforms like Facebook, Twitter, Telegram etc. has given their platforms available & open for chatbots integration which has given major shift in customer's interacting with the Companies and their Products.

Today I wanted to share Chatbot design process which I have synthesized based upon my experience on designing a Chatbot. My main goal from this article is to spread awareness about 'How to design a Chatbot', 'What steps to be taken in designing a Chatbot' from a UX Designer's point of view. I am open for recommendations & suggestions to improve my process.

Chatbot Design Process

Lets see each step in more detail,

1. Scope & Requirements

Why Chatbot! Understand context of a chatbot
List features or offerings your chatbot going to offer
Be specific and limit your offerings
Platform to launch chatbot

2. Identify Inputs

Every goal in a Chatbot interaction can be divided in to logical steps (conversations).
Primary ways a Chatbot gets input,

From user (queries, info from users – text or voice)
From device (device sensors like geo-location etc.)
From intelligence systems (Insights from user’s historic data)

3. Understand Chatbot UI elements

There are multiple platforms like Facebook, twitter, telegram, WeChat etc. who support chatbots. https://developers.facebook.com/docs/messenger-platform/send-messages/templates

4. Craft First Interaction

Making familiar with key expectation (key offerings)
Giving users hint or guide user in further conversation building
Provide call to actions
Provide default actions

(Image Source)

5. Build Conversations & Intelligence

Think from user’s point of view, in how many ways they can ask for a particular requirement?
Feel of a ‘Human’
Personality of a Chabot
Tackle missing or ambiguous inputs
Small talks
Intelligence – for recommending, suggesting and analyzing user’s context, motives and expectation
Keep record of user’s previous interactions, their choices, queries, messages, demographics

6. Testing

Usability testing of Chatbots
Get screen recording of user’s interaction and analyze
Test in different platforms – Mobile and Web both

About Author

Abhishek Jain

Design Lead UX Researcher
Co-founder of UXness
LinkedIn | Email

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Designing a Chatbot - UX process

Designing a Chatbot - UX process