With more than 30,000 chatbots built on the Facebook Messenger platform alone, industry experts are claiming bots as the next big frontier in tech. Most of these chatbots have not been built with Human Centered Design in mind. Human Centered Design starts with the needs of the user and ends with empowering the life of that user. Each user has a unique personality, with rich emotions and context. Designers can apply Human Centered Design to take bots beyond the transactional realm to forming a deeper connection with each user. In this hands-on talk, Jayneil will showcase the power of using the ‘How Might We’ method for framing a design challenge to build a chatbot. Attendees will then learn to apply Human Centered Design principles for designing chatbots with the help of live demos and examples.
5. HCD — 02@jayneildalal How Might We Design Human Centered Chatbots?
Chatbot is a service, powered by
rules and sometimes artificial
intelligence, that you interact with
via a chat interface.”
Matt Schlicht, The Chatbot Magazine
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11. HCD — 02@jayneildalal How Might We Design Human Centered Chatbots?
Human-centered design is
innovation inspired by people.”
IDEO
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12. HCD — 02@jayneildalal How Might We Design Human Centered Chatbots?
Don’t worry about failure. You
only have to be right once.”
Drew Houston, Dropbox
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13. HCD — 02@jayneildalal How Might We Design Human Centered Chatbots?
Inspiration
Ideation
Implementation
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18. Inspiration — 02@jayneildalal How Might We Design Human Centered Chatbots?
How Might We enable a business
to connect with its customers
the same way we talk
with a friend?
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21. Inspiration — 02@jayneildalal How Might We Design Human Centered Chatbots?
Software is eating the world.”
Mark Andreesen
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22. Inspiration — 02@jayneildalal How Might We Design Human Centered Chatbots?
How Might We scale the way a
business connects with
customers using
software?
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25. Inspiration — 02@jayneildalal How Might We Design Human Centered Chatbots?
Contextual conversation
Example: How is the weather?
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26. Inspiration — 02@jayneildalal How Might We Design Human Centered Chatbots?
Chatbot can do One-Many
contextual conversations.
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29. Inspiration — 02@jayneildalal How Might We Design Human Centered Chatbots?
Over 2.5 billion people have at
least one messaging app installed.
Within a couple of years that will
reach 3.6 billion, about half of
humanity.”
The Economist
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30. Inspiration — 02@jayneildalal How Might We Design Human Centered Chatbots?
Stop wasting money trying to pull
people into your ecosystem. Push
your content where your users are
already active.”
Joe Toscano, The Ultimate Guide to Chatbots
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33. Inspiration — 02@jayneildalal How Might We Design Human Centered Chatbots?
Our real objective is to find
chatbots that work! Bots that
will surprise us with a funny
response. Bots that we’d
want to hang out with.”
Ashley D’Arcy, Poncho
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36. Ideation — 02@jayneildalal How Might We Design Human Centered Chatbots?
When it comes to having an
interactive, conversational
character, you must understand
your character, your product, and
the limitations of user experience
provided by other platforms.”
Greg Leuch, Poncho
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37. Ideation — 02@jayneildalal How Might We Design Human Centered Chatbots?
Random Access Navigation (RAN)
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41. Ideation — 02@jayneildalal How Might We Design Human Centered Chatbots?
Give people the ability to navigate
without a defined path, while also
being able to change their mind at
any time.”
Shane Mac, founder of Assist
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45. Ideation — 02@jayneildalal How Might We Design Human Centered Chatbots?
This is the age of servers.
Customers expect updates
every hour.”
Jayneil Dalal
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50. Implementation — 02@jayneildalal How Might We Design Human Centered Chatbots?
How Might We design a chatbot
to reduce the workload on
conference organizers?
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52. Implementation — 02@jayneildalal How Might We Design Human Centered Chatbots? 52
Email attendees Onboard attendees
to slack
Attendees interact
with slackbot
Attendees use
slack
72. Ultimate Guide to Chatbots
Random Access Navigation
Bot Analytics
Chatbot Design resources
How Poncho became the best bot
Design by Change
Making of Poncho
Human Centered Design