This document describes an analysis of a chatbot that provides news summaries from the Wall Street Journal on Facebook Messenger. The chatbot walks through various features, including providing headlines, looking up company information, and making stock comparisons. Throughout the interaction, it comments on the chatbot's design choices, noting instances where it uses a lot of text to explain features or could make better use of formatting and images. It also explores the persistent menu feature and confirms that emojis and other rich media do not work in the chatbot. In the end, it thanks the user for testing out the chatbot and provides options to learn more.

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Analyzing WSJ
for Facebook
Messenger

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Hello there!

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This is part of an ongoing
series to understand
what’s behind great
conversational design in
chatbots.

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Find more stuff here:
www.chatbot-academy.com

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Let’s go!

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This welcome
message states the
main three features
of the bot. On point!

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Let’s hit that button
and get started

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Branding as “we” to
circumvent gender
discussions and to
help users empathize
with the team

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Problem: It can be
difficult to make
users understand that
this is a bot, not real
humans typing

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“Award-winning,”
that sounds nice!

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Makes me want to rub
my hands together
and take action!
Let’s do this.

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Interesting choice to
put button labels in
quotation marks.

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Makes me understand
I can also access
these features by
typing.

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(although it looks a
bit weird at first)

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Great choice to help
people understand
how this feature can
be accessed at a later
point

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Perfect use of
thumbnails allows for
news snacking

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Compated to
TechCrunch, you can
easily see that it’s
better UX to have text
on thumbnails

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Where do these
teasers come from?
Let’s have a look at
one article

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Seems like they’re
just pushing links.
Would love to
consume the article
here

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Ah, OK. They use
content from their
What’s News app

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Let’s go back.

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Asking for permission
to send broadcast
messages.

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But let’s don’t do that
right now

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Thanks for letting me
know, why “help,”
though?

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Let’s scroll back up
and try “Markets”
from before

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Let’s scroll back up
and try “Markets”
from before

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First letting me know
how to access this
feature at any time

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This is perfect: I don’t
have to come up with

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However, does this
really need to be 3
messages long?

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Show examples “Lookup Apple”
Maybe you could get
rid of 2 messages and
use quick replies and
a list of examples?

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Let’s give it a try,
though

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Looking good!

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Again, there is a lot of
text. Is there any
other way to make
users understand how
it works?

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Let’s do it!

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Where are the
emotions?

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This comparison
feature looks
interesting. Again, it’s
a lot of text.

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Looking good!
(again)

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OK, I can follow
comparisons? That’s
cool

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Not now, though.

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Let’s try the
persistent menu

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These are the ones I
follow

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And here’s this help
thingy that made me
confused before

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Seems to be the
menu

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That’s actually what I
thought “help” would
mean

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What can you say,
WSJ?

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😩
so much text

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btw, do emojis and
other things work?

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nope

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nope

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Thanks!
Hope you liked it

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