UX and Chatbots: A Very Valuable Conversation

Every day there is more talk about Chatbots and we can see how many companies, from different sectors, are taking an interest in this technology. The most developed chatbots can be found in messaging applications such as WeChat in China, where users can perform countless tasks such as paying bills, reading news and booking taxis. Facebook Messenger and the Google Assistant application offer similar functionality, with increasing capabilities that are delivered through a conversational interface. Chatbots are appearing in other apps and websites as direct ways to interact with customers. From the public and financial sectors to e-commerce, no sector has been so affected by this new wave of conversational interaction.

Why are chatbots so popular?

Un chatbot on a website or an application can interact with many more customers than a traditional call center or email support service. For example, a chatbot can serve 30 people at a time, while one person cannot.

Interaction:

Chatbots provide instant contact between a customer and a company. The potential to solve a problem in a few minutes is an interesting proposition and being able to do it in detail is an even better proposition.

Comfort:

A chatbot is available 24 hours a day on any platform, desktop, mobile, tablet and even televisions. Any device connected to the Internet provides instant contact between a customer and a company.

Location/Customization:

A chatbot can be localized by region using location, language or function data to provide an interaction customized to the needs of each customer.

Chatbots and conversational interaction are one new and constantly evolving technology with many challenges. One of the biggest causes of chatbot errors occurs when we try to make a chatbot provide everything to everyone. When designing a chatbot in this way, there is a high probability of failure because it is not possible to create a chatbot that is successful “and fits all sectors”.

At this point, user experience design becomes a priority. The implementation of a user-centered design methodology from the beginning of a chatbot ensures that the user is at the center of each process and that the user experience works perfectly for the user and not for the designer.

User experience design involves discussing and define the type of users with each client from the start of the process. We will analyze the different users to define and discover who is ours Target and what is their objective.

The flow charts of a user's journey, the design of the user interface and the taxonomy of the information can be created with the client at the start of the project. This model can be tested with potential users to know their opinion and incorporate it and to be able to continuously make the necessary changes.

Designing a process focused on user experience is iterative. An approach focused on user experience it is useful for constantly drawing and producing low-fidelity prototypes, incorporating information after analyzing the user and implementing improvements while we analyze and learn more about the user. Techniques such as classifying real users can define the taxonomy of application or chatbot information.

Challenges when it comes to improving the user experience in Chatbots

Lack of limitations

A major obstacle in designing a conversational interface is the lack of limitations. A user can ask questions about any topic. From a user experience standpoint, this is a big challenge because if a chatbot can't answer questions or help a user effectively, it results in a negative experience. A solution to prevent this from happening can be to offer predefined response buttons for users to select. This can help reduce the scope of the conversation and keep the interaction focused on helping the user with specific tasks. This will prevent the user from getting frustrated and giving up the process. The app Google Assistant for mobile apps implement this technique effectively.

Ready in case the chatbot fails

What happens when a chatbot can't understand or can't perform a task that a user is asking? A chatbot error is one of the worst possible scenarios because it creates a negative user experience. In this situation, it is important to have an effective user experience designed to deal with these situations, because if the user cannot achieve what they want, they may feel frustrated or stressed, and this will create negative feelings about the brand with which they are interacting. To avoid this situation, we will need to research and implement the best user experience so that it can meet its objective. A bad result would be a message that says “I don't understand you”, so when an error occurs there must be a way for the user to continue. A solution to this problem can be provide an effective exit method, such as increasing interaction with a real person or offering a selection of alternative options on the screen such as, “call us now” or “we can call you back in a moment”. The options so that the user does not encounter a “wall” or any type of friction during the process, are the key to a successful UX and positive.

User integration

The user can be a key element of a chatbot when it comes to designing a good UX. Before any interaction takes place, it's not always clear what the chatbot can do or what its purpose is. A user-centered integration method can reduce the chances of disappointment and help you feel relaxed and secure in the interaction you're about to have. Un fairly common method of integration is the initial welcome message that appears before any interaction occurs. This welcome message is friendly, clear and defines the purpose of the chatbot and describes some of the tasks that the user can complete.

Lack of space

Chatbot conversations usually take place in small pop-ups or on mobile devices. This lack of space can have a negative impact on the user's interaction experience. An effective solution is to avoid lengthy answers to questions. If the user's research shows that it's right for the user, the use of emojis or graphics can be very effective at communicating in such a limited space. Sometimes the answer to a question just needs to be a thumbs up or a happy or sad face to represent positive or negative experiences. Designing a good user experience is essential because identifying potential users and their needs is crucial. For example, using emojis in a chatbot that is aimed at users over 65 could cause confusion and frustration because they are not used to using emojis compared to younger users.

Create a natural interaction

A good UX can be achieved by creating a natural and fluid interaction within a chatbot. This can be achieved by identifying the user with a user experience design and then tailoring the chatbot to the user's requirements. This can be adapted in many ways, such as the use of a large vocabulary, the localization of the language, the use of jargon or specific words with accents, adaptation to the tone of interaction and the personality of the chatbot's responses. These can be reinforced by animations, colors and transitions for improve the flow of conversation.

User experience design for chatbots is an evolutionary and dynamic experience. A user-centered design methodology, with constant user testing and iteration complemented by agile development methods, will allow for constant refinement and iteration to better meet user needs.

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