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My bot has a personality disorder

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Supporting slides for a presentation on how to think about UX for bots and the Microsoft Bot Framework

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My bot has a personality disorder

  1. 1. My bot has a personality disorder @TessFerrandez @TessFerrandez
  2. 2. @TessFerrandez
  3. 3. @TessFerrandez
  4. 4. @TessFerrandez
  5. 5. Can all apps be bots? @TessFerrandez
  6. 6. @TessFerrandez
  7. 7. @TessFerrandez
  8. 8. @TessFerrandez
  9. 9. { Your Code } AI Bot Connector APIs Bot Framework @TessFerrandez
  10. 10. Designing bots @TessFerrandez
  11. 11. TYPE TALK TAP @TessFerrandez
  12. 12. Short, frequent interactions Light data entry/consumption @TessFerrandez
  13. 13. Designing a bot is very similar to designing an app @TessFerrandez
  14. 14. Goals and Scenarios @TessFerrandez
  15. 15. @TessFerrandez Welcome to Happy Scissors, How can I help you? Do you have time for a hair cut on Saturday? Do you do eye brow tatoos? What other locations do you have? Does Eva still work at the Sollentuna shop?
  16. 16. Haircutters: Less time on the phone Customers: Less time on hold @TessFerrandez
  17. 17. Make an appointment Learn about our services Learn about our locations @TessFerrandez
  18. 18. Hairy Harry, the Happy Scissors Bot @TessFerrandez
  19. 19. Navigation @TessFerrandez
  20. 20. @TessFerrandez
  21. 21. A bot with a Turing complex
  22. 22. Help the user discover
  23. 23. Help the user find the way
  24. 24. Help the user navigate quicker @TessFerrandez
  25. 25. @TessFerrandez
  26. 26. Mr. Clueless
  27. 27. UI Design @TessFerrandez
  28. 28. Apps and Websites @TessFerrandez Layout -> Interaction -> Visual -> Motion
  29. 29. Bots @TessFerrandez Conversational Flow -> Conversational UI -> Copy
  30. 30. Conversation Flow: Layout and high-level structure of the conversation @TessFerrandez
  31. 31. Conversation Flow Walk through the user scenarios Focus on the structure DON’T focus on copy @TessFerrandez
  32. 32. Conversation UI @TessFerrandez
  33. 33. Conversation UI: Layout, interaction, visual, motion design of the dialogue @TessFerrandez
  34. 34. The bot is always asking questions @TessFerrandez
  35. 35. Ask the fewest number of questions possible @TessFerrandez
  36. 36. Sir AskALot @TessFerrandez
  37. 37. The captain obvious bot
  38. 38. Rough flowchart and copy Locations User Zip/City, ST Zip/City, ST? No Location Search 3 Yes > 0 No Locations Yes New Search Location More Locations Schedule @TessFerrandez
  39. 39. UI Controls
  40. 40. @TessFerrandez markdown text buttons
  41. 41. @TessFerrandez Hero card Animation card Video card
  42. 42. @TessFerrandez Receipt card Sign-in card
  43. 43. Adaptive cards @TessFerrandez
  44. 44. @TessFerrandez
  45. 45. Conversation Design Principles @TessFerrandez
  46. 46. understood understand learn/remember @TessFerrandez
  47. 47. @TessFerrandez understood
  48. 48. Be concise, concise and more concise @TessFerrandez
  49. 49. Break up longer messages ...and minimize scrolling @TessFerrandez
  50. 50. Ask close-ended questions @TessFerrandez
  51. 51. Be clear with open-ended questions @TessFerrandez
  52. 52. understand @TessFerrandez
  53. 53. Humans are unpredictable
  54. 54. Support as many data formats as possible May 2, 2017, May 2, 5/2, 5/2/2017, Tuesday, Today, Next Week @TessFerrandez
  55. 55. Validate every reply Type, Content, Format @TessFerrandez
  56. 56. The mysterious bot
  57. 57. Design Do not understand @TessFerrandez
  58. 58. Hairy Harry doesn’t understand @TessFerrandez ?
  59. 59. @TessFerrandez Be Clear Why? What? Try again 3 times allow re-start Human hand-off
  60. 60. Mr. Stubborn
  61. 61. learn/remember @TessFerrandez
  62. 62. @TessFerrandez
  63. 63. Learn from conversations Learn from account/login Make it clear what you know and why @TessFerrandez
  64. 64. The bot that can’t forget
  65. 65. Copy @TessFerrandez
  66. 66. Mr. Two-faced @TessFerrandez
  67. 67. Personality: Match your brand Formal or Casual Emojis ? @TessFerrandez
  68. 68. Talk directly to the user Don’t be robotic @TessFerrandez
  69. 69. But... What about the smarts? @TessFerrandez
  70. 70. LUIS @TessFerrandez
  71. 71. Cognitive Services – Text Analytics @TessFerrandez
  72. 72. Cognitive Services – Face API @TessFerrandez
  73. 73. A bots success does not depend on How ”smart” the bot is How much natural language it uses If you can interact using your voice @TessFerrandez
  74. 74. A bots success does depend on How well it solves your problem If it’s available for your device If you know how to interact with it @TessFerrandez
  75. 75. Resources https://dev.botframework.com/Getting Started https://github.com/Microsoft/BotBuilder-Samples @TessFerrandez
  76. 76. My bot has a personality disorder @TessFerrandez @TessFerrandez

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