Conversation Design - Understand The Conversation Design Process

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Questions and Answers

What is conversation design about?

Only writing dialog

Being strategic and systematic about what you say and how you say it (correct)

Conducting usability testing

Creating a document that lays out what your conversation aims to accomplish

What happens in the 'Discover' segment of the conversation design process?

Gathering requirements from stakeholders and conducting relevant research (correct)

Creating a document that lays out what your conversation aims to accomplish

Producing the information architecture (IA) in a flowchart

Crafting the discourse and copy for what the bot will say to users

What is similar between the conversation design process and any product design process?

The process as a whole (correct)

The length of time spent in each segment

The involvement of stakeholders

The relevance of research

Why is it important to have a team effort in conversation design?

Because you wouldn't set out to revamp your company's entire product line or branding and messaging strategy all by yourself Signup and view all the answers

What happens in the 'Prototype' segment of the conversation design process?

Producing the information architecture (IA) in a flowchart Signup and view all the answers

What happens in the 'Revise' segment of the conversation design process?

Conducting usability testing, reviewing with stakeholders for final approvals, and conducting QA in final build Signup and view all the answers

Who is involved in the conversation design process?

The relevant stakeholders Signup and view all the answers

What is an important aspect of conversation design?

Inclusivity Signup and view all the answers

What is the purpose of creating an information architecture for a bot?

To detail the bot's decision-making process Signup and view all the answers

What is a key component of a conversation designer's strategy?

Sample dialogs and annotated transcripts Signup and view all the answers

What is the outcome of a well-designed conversation?

User gets what they need Signup and view all the answers

What is the focus of the next unit in conversation design?

Strategies for effective conversation design Signup and view all the answers

What is the primary role of a subject matter expert in conversation design?

To provide domain knowledge to create an authentic voice and tone for the bot Signup and view all the answers

Which stakeholders are responsible for ensuring the bot does not break any laws or pose legal risks?

Legal Signup and view all the answers

What is the primary output of a conversation designer's work?

A vision for the conversational experience Signup and view all the answers

Which stakeholders are responsible for creating the graphical expression of the corporate brand?

User Experience/Design Signup and view all the answers

What is the primary role of a project/product owner in conversation design?

To coordinate efforts across engineering, marketing, and other teams in the organization Signup and view all the answers

What do business analysts/data scientists identify in the bot's performance data?

Bugs and drop-offs in key metrics Signup and view all the answers

Which stakeholders are responsible for customizing the voice of the bot?

Engineering Signup and view all the answers

What is the primary role of systems/tools admins (ops) in conversation design?

To load changes into the bot builder Signup and view all the answers

What is the primary focus of a conversation designer's day-to-day work?

Creating the architecture and copy for the bot Signup and view all the answers

What is the role of documentation, content strategy, and content experience stakeholders?

To serve as the interface between marketing and the actual copy creators Signup and view all the answers

Study Notes

The Conversation Design Process

Conversation design involves strategic and systematic planning of dialogues. It requires collaboration and effort, not just writing dialog. The process is similar to product design, divided into four stages:

Discover: Gather requirements from stakeholders and conduct relevant research.
Ideate: Create a document outlining the conversation's objectives and desired user experience.
Prototype: Develop the information architecture (IA) with flowcharts, menus, and the voice/tone of the bot. Write the actual dialog and assemble it in a prototyping tool.
Revise: Conduct usability testing, review with stakeholders for final approvals, and conduct quality assurance (QA) in the final build.

Stakeholders in Conversation Design

Conversation design is a team effort, involving various stakeholders:

Documentation, Content Strategy, Content Experience: Interface between marketing and copy creators.
Subject Matter Expert (SME): Provides domain-specific knowledge to ensure the bot's voice and terminology are authentic.
Marketing: Ensures the bot's style aligns with the corporate brand and voice.
User Experience (UX)/Design: Integrates the bot within the broader user experience.
Legal: Ensures compliance with laws and mitigates legal risks.
Engineering: Customizes the bot, especially for voice, with technical expertise.
Project/Product Owner: Coordinates efforts across teams.
Systems/Tools Admins (Ops): Manages systems permissions and technical tasks.
Business Analyst/Data Scientist: Analyzes data points to identify issues and improvements.

Day-to-Day Tasks

Tasks vary based on project size and team, but generally include:

Context Setting, Stakeholder Alignment, and Gathering Requirements: Medium to large task.
Research: Small to medium task.
Creating User Experience Vision: Medium to large task.
Information Architecture and Copywriting: Large to extra-large tasks.
Revisions, Testing, and QA: Extra-large task.

Outputs of Conversation Design

A conversation designer works on:

Vision for Conversational Experience: Defines how customers interact with the brand through conversations.
Strategy and Tactics: Outlines the bot's functionalities and main use cases.
Information Architecture Flowchart: Shows the structure of dialogs and decision-making processes.
Sample Dialogs and Prototypes: Demonstrates the bot's conversational flow.
Annotated Transcript: Provides insights into design decisions and potential issues.

What You Make

Vision of Conversational Experience

Conversation designers craft a vision for how customers interact with the brand via voice or text. This often involves creating a slide deck or similar presentation to highlight key aspects such as voice and tone, inclusivity, relationship building, and user needs.

Bot Strategy and Functionality

Designers outline the bot's expected behaviors and main use cases. This includes:

Information Architecture Flowchart: Shows how dialogs fit together.
Turn-Taking Structure: Defines how the bot and user interact.
Sample Dialogs: Written examples of conversations in the bot's voice.
Prototyping: Using tools like Botsociety, Botmock, Voiceflow, or Rasa to create a video demo or text-to-speech simulation.
Annotated Transcript: Explains design decisions and highlights potential issues, delivered in a commonly used format (e.g., presentation deck or spreadsheet).

Information Architecture

A detailed flow chart of the bot’s decision-making process, showing which dialogs are triggered by user actions and responses.

Conclusion

By creating a comprehensive vision, detailed strategy, and thorough documentation, conversation designers ensure effective and engaging user interactions. The next unit will explore strategies for achieving high-quality conversations.

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Description

Learn about the systematic approach to conversation design, involving strategic planning, collaboration, and effort. This unit explores the conversation design process and the role you play in it.