![]() Your goal here isn’t to come up with The One Best Idea™. You know your users, and you’ve got a well-defined, human-centered problem. You get to come up with ideas, throw them at the digital wall, and see what sticks. Don’t frame it as “We need to build a chatbot to lower our response time for support tickets.” Look at it more like “People don’t want to spend a bunch of time looking for a solution or a help doc.” This approach presents a larger, more open-ended problem, and that’ll help out when you get into the next step, Ideate. Your goal here is to define your problem in a human-centered (not business-centered) way. You’ve got business goals you want to achieve, and you’ve got mounds of research from the time you spent empathizing with your users. This is a perfect example of the old adage “An ounce of prevention is worth a pound of cure.”ĭefine Time to define the problem. Set aside your own assumptions and learn. ![]() If you plan to make a Facebook Messenger bot (to add to the more than 100k already available), spend time speaking with your users via the app. Consult with experts (even if that’s your customer support team), talk to your users, and immerse yourself in the environment. To empathize, you need to do your research. By examining the “why” behind your chatbot, you’ve started thinking from the mindset of your users. ![]() The five stages of design thinking are: Empathize, Define, Ideate, Prototype, and Test.Įmpathize You’ve already started the first step in using design thinking in your chatbot design. Imagine sharing your chatbot idea with a very skeptical friend, who always responds with “So what?” Use this opportunity before you’ve made a large time investment to examine the practicality of your plan.įor those new to the process, we’ll be looking at design thinking as the five-stage model proposed by the Hasso-Plattner Institute of Design at Stanford (d.school). Factors like cost and efficiency play a role in this decision.ĭesigner Yogesh Moorjani suggests using the “So What?” technique to determine if your plan for a chatbot is the most feasible way to invest your resources. Why are you building a chatbot? What outcome are you trying to drive for your users? The “why” of designing should always come before the “how.” If you’re trying to solve more technical support problems in less time, you can build a new chatbot or you can hire more support folks. ![]() The first step in designing a great chatbot is asking yourself (and by extension, your users), “ Do we even need a chatbot?” Let’s take a look at the opportunities offered by designing a chatbot (one of the more approachable conversational techniques) and the ways you can use design thinking to create a great experience for your users that also makes good on business goals along the way. Instead of making the most effective and efficient bot possible, we design moments of surprise and delight that keep our users coming back. But at what cost? If we’re spending more time interacting with robots than with humans, should we take the time to apply design thinking in order to give these interfaces a more human touch?īy applying the key tenants of design thinking to our conversational technology design process, we reveal opportunities to help these interfaces be more user-centered. Chatbots, artificial intelligence, and voice-driven assistants are all rising in popularity and prevalence as the new, cool technologies that are going to lead us into the future.
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