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Want to design better chatbot dialog? Use the ‘Five W’s’ framework
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 is a critical step in the design process — fueling our ability to push beyond obvious approaches toward more meaningful, engaging, and effective design solutions.
By utilizing a thoughtful, systematic approach…we can architect more effective conversational dialog.
The design and implementation of Conversation UI & Chatbot dialog should be no different. By utilizing a thoughtful, systematic approach that leverages the same underlying principles of first understanding the who, what, where, when, and why — we can architect more effective conversational dialog that enable us to better understand a users active intent, needs, and desires. Using that information, we can then make a decision on how to deliver the most relevant experience to cater to their needs.
