The 5 principles of good conversational UX
So, what is Conversational UX Design, and why do we need it?
Conversational UX (Chatbot UX) design is the way a user experiences communication with a business or a service through an automated conversational interface that learns along the way. The more an interface leverages human conversation, the less users have to be taught how to use it. It’s a synthesis of several design disciplines, including voice user interface design, interaction design, visual design, motion design, audio design, and UX writing..
To simplify, a conversational designer creates conversations that break that distance between a business and a customer. So, while chatting with a chatbot, users feel safe and like they are talking to a reliable friend. Besides, users already know this interface that is common in messaging apps, so they don’t need to learn everything from scratch.By opting to a conversation, a business may casually offer their services and products as well as promote new products and collect feedback.
A chatbot can be a friend to clients providing them with assistance and helpful advice. It can be as different as you wish – serious and formal, witty and adventurous, or careful and professional. It’s up to you to choose your chatbot personality. Just consider the fact that a chatbot can influence the feeling a customer has about a particular product or company name. If a chatbot is designed right, it can be part of your brand experience strategy.
There are many ways businesses can get value from conversation design. If you are utilizing automation in any user-facing scenario having a conversation designer will make the experience more effective, reduce your error rates, and overall provide a better customer experience. Setting these factors up correctly from the beginning will also lower your overall cost of creating AI programs.
Users care when the bot solves their query. A great conversational bot does not require users to type too much, talk too much, repeat themselves several times, or explain things that the bot should automatically know and remember. There are many things that you have to do to make 110% from a chatbot. But we will start with the basics, what you certainly should keep in mind when discussing your chatbot idea with experts.
1. Don’t pretend to be a human
It’s annoying for users to discover that they were talking just to a chatbot. Yes, periods are important to create the feeling of real conversation, but if users think they are talking to a real person, the expectations would be very high as well as disappointing. Thus, in the beginning of a conversation, let people know that they are talking to a chatbot.
Besides, it’s always important to leave an option to talk to a person. So despite the fact that you have to instantly switch from automated flow to Live Chat, it’s crucial to mark that transition by design changes. Or you will just confuse users with whom they are talking to.
2. Implement small talk
A chatbot persona and personality is primarily seen in some key messages (Welcome, Goodbye, Error messages). However, in our experience, even under high pressure of not receiving their orders, people tend to write something like: thank you, you’re good, okay, you’re dumb, etc. Therefore, a chatbot should handle these types of messages to keep the conversation smooth and narrow the user’s attention back to the point.
3. Let them go
A user has to have an option of leaving a chat. For example, maybe a chatbot presented information they already know, so there is no need to stay a minute longer. That is why after every portion of information, you have to ask a user their opinion on how a conversation should go.
The benefits of chatbots for Messenger and SMS is that you can send re-engagements to customers later on and draw them back into the experience. Recommended Sequence: 3 hours, 24 hours, 3 days, When something changes or if you have a new offer for them.
4. Show the confirmation
Whenever a user shares some personal information like name, mobile number, email, etc., a chatbot has to confirm that it received the messages. And in some cases, when a chatbot already has the information, it won’t ask you again but rather ask for a user’s approval.
5. The correct endings
If a chatbot finished with the user’s request, it has only two options: ask for the new request or ask for feedback.
In the first scenario, it is a simple conversation prolonging. However, in case a person doesn’t have any further questions, then you can ask to rate a chatbot with stars or emoji, and provide a comment on how a chatbot can do better next time. Next, you need to find the areas where your chatbot is having trouble with and fix them.
Don’t be too open. A user should always know what you want them to do. A blank screen or open ended entry point can be the most intimidating thing for a user! Always state the obvious, guide the user where you want them to go and avoid open ended questions.
Summing up The conversational UX design is a complex but crucial process that defines future chatbot’s success. Moreover, depending on the messaging platform (Messenger, App, website, WhatsApp), industry, and purpose of that chatbot, there could be different ways on how you can design communication with artificial assistants.