26 Questions
What is at the heart of every business?
Relationships with customers
What does Relationship Design aim to create?
Experiences that foster ongoing engagement and strengthen connections between people, companies, and communities
What is the next wave of user experience, according to Salesforce?
Conversation
What is influenced by conversation design?
Brand impression
What does Conversation Design (CxD) refer to?
The concepts, strategies, and practice of designing conversations to build better relationships with customers at scale
What do successful companies use conversation design to achieve?
Minimize pain points and build customer trust
What is an example of a conversation?
Chatting with a customer service rep through a company's app
Why is conversation design important?
To improve customer relationships
What is the primary goal of conversation design?
To make conversation-based experiences better for users
When is conversation design relevant?
When any aspect of the product experience involves conversation
What is turn-taking in the context of conversation design?
A dialog between a system and a user where both parties respond to each other
What is the significance of a conversation designer in a product development process?
To onboard at the beginning of the process to help make the product experience better for users
What is a characteristic of a conversation in the context of conversation design?
The system and the user engage in a conversation with turn-taking
What is the primary focus of conversation design?
Words and linguistic research
What is the main goal of conversation design for brands?
To design more interactive customer engagement at scale
What happens when a system presents language to a user, but the user cannot respond with language?
A conversation does not occur
What is the next step in designing bots that build relationships with real people through conversation?
Looking at the conversation design process
What can happen when companies design poor conversations with their customers?
Trust is eroded and customer sentiment is negatively affected
What is the primary difference between human-to-human conversations and conversations with bots?
Bots can only follow a script, while humans can go off script
What is the result of good conversation design?
Customers are more likely to feel satisfied and resolved
Why do companies often design poor conversations with their customers?
Due to lack of awareness and intention
What is conversation design not?
Graphical design
What is the focus of conversation design when it comes to voice and chatbots?
Words and language
What is the purpose of conversation design in the context of customer service?
To resolve customer issues and build great customer relationships
What is the difference between conversation design and writing dialogs?
Writing dialogs is a part of conversation design, but not the same thing
What happens when companies intentionally design great customer relationships through conversations?
Scores of conversations with customers are designed
Study Notes
Conversation Design
- Relationships are at the heart of every business, and conversation is the next wave of user experience.
- Conversation design (CxD) refers to the concepts, strategies, and practice of designing conversations to build better relationships with customers at scale.
What is Conversation Design?
- Conversation design helps create user experiences that build better relationships between a company, its customers, and the rest of the world.
- It's about designing interactive customer engagement at scale, taking into account thousands of conversations that happen daily with voice bots and text bots via different companies' apps, websites, and support phone numbers.
Good Conversation Design
- Good conversation design ensures customers have positive experiences, resolving issues and building trust, which bolsters customer sentiment around a brand.
- Bad conversation design, on the other hand, can erode trust and lead to negative customer sentiment.
The Difference Between Conversation Design and Graphical Design
- Conversation design is not graphical design, as it focuses on language and words rather than visuals.
- Conversation design is not just about writing dialogs, but rather leverages decades of research on linguistic patterns to build a strategic system of communication.
When is Conversation Design Relevant?
- Conversation design is relevant when any aspect of the product experience involves conversation, such as chatbots or voice assistants.
- It's also relevant if there's turn-taking going on in a dialog between the product and the user.
Discover the importance of customer relationships in business and learn how to foster them. Learn how to build a successful business through strong relationships with customers.
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