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Want to design better chatbot dialog? Use the ‘Five W’s’ framework

Robert Sens
Prototypr
Published in
8 min readJun 13, 2017

The advent and hype around Conversational UI and Chatbots over the past few years has lead to the launch of a host of bespoke messaging platforms and chatbots — some garnering a bit more success interacting with users than others.

Engaging a user in a conversation can be an extremely effective means to interact and convert them. However, it will take some time, testing, and iteration before we can know if Chatbots and Conversational UI have the potential to truly resonate with users at scale — or if they will quickly morph into a variety of hybrid applications that more closely integrate into the design and technology paradigms that users are accustomed to using.

Regardless of hype or trends, as designers and product leaders it is our responsibility to research, analyze, dissect, and understand a problem before we begin the process of crafting a solution. Only by first understanding the Who, What, Where, When, and Why, can we begin to make an informed decision on the How.

Only by first understanding the who, what, where, when, and why, can we begin to make an informed decision on the how.

Gathering and understanding information, then synthesizing and making informed assumptions…

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Published in Prototypr

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Written by Robert Sens

Designer & leader. Pratt alumni. Building things at the intersection of design, technology, strategy & research.

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