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Markets are conversations.
Traderoutes pave the storylines.
Who am I?
What are Small Robots?
Small robots are the antithesis
of the ‘big scary’ robot of
popular culture.
Small robots are not a...
How many people here are psychologists?
How many people here are writers?
How many people here are UX designers?
Interacting with Bots
The basics
No Interface
Move away from screen based thinking
Context and interaction
‘Personality design’
What is a ‘Good bot’?
Do I like the bot?
Could the bot could become a companion for me?
Do I felt afraid of the bot?
Will ...
What is a ‘Good bot’?
Embodiment
Co-experience
Feeling of Security
Human-Oriented Perception
Emotion
Bots - Ethics & Risks
Control of access
Deep knowledge of behaviours
‘Uncontrolled’ interaction
Be the psychologist
How to build a personality
Understand the context
Where are you talking to your customers?
In the pub? At work? In a hospi...
How to build a personality
Understand your audience
Have you spoken to your customers? Have you recorded their words?
Do y...
How to build a personality
Understand your persona
What is their job or role?
What makes them good at it?
What makes them ...
KIP - Designing a personality
KIP - Designing a personality
Be the writer
How to build a story
Understand your characters
How do your customers like to interact?
What will build respect and trust?...
How to build a story
Understand your plot
What is the ‘story’ in 20 words?
How to the ‘characters’ evolve?
What is a happy...
How to build a story
Understand your narrative
Does the script work as a conversation?
Are the parts believable?
How do th...
“If you don’t spend the time crafting that character and
motivation carefully, you run the risk of people projecting
motiv...
Be the UX designer
How to build an experience
Research and understand
What is the end to end experience?
Why will user be coming to you in th...
How to build an experience
Design the spider’s web
How does the narrative break down?
Where are the interactions? What are...
How to build an experience
Test Test Test test test test test test test test test
Designing a conversation
No longer just a UX process - personality, story and
ease
You need to be (have) a psychologist, a...
Thanks
ben@smallrobotcompany.com
@smallrobotco
@bcsr
How to Design a Bot Experience Like Your Reputation Depends on it - Ben Scott-Robinson
How to Design a Bot Experience Like Your Reputation Depends on it - Ben Scott-Robinson
How to Design a Bot Experience Like Your Reputation Depends on it - Ben Scott-Robinson
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How to Design a Bot Experience Like Your Reputation Depends on it - Ben Scott-Robinson

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How to Design a Bot Experience Like Your Reputation Depends on it - Ben Scott-Robinson

  1. 1. Markets are conversations. Traderoutes pave the storylines.
  2. 2. Who am I?
  3. 3. What are Small Robots? Small robots are the antithesis of the ‘big scary’ robot of popular culture. Small robots are not about the tech, but about the user. Small robots help you get things done. Small robots are there when you need help.
  4. 4. How many people here are psychologists?
  5. 5. How many people here are writers?
  6. 6. How many people here are UX designers?
  7. 7. Interacting with Bots
  8. 8. The basics No Interface Move away from screen based thinking Context and interaction ‘Personality design’
  9. 9. What is a ‘Good bot’? Do I like the bot? Could the bot could become a companion for me? Do I felt afraid of the bot? Will the bot understand and remember my needs? Do I perceive the bot as trustworthy?
  10. 10. What is a ‘Good bot’? Embodiment Co-experience Feeling of Security Human-Oriented Perception Emotion
  11. 11. Bots - Ethics & Risks Control of access Deep knowledge of behaviours ‘Uncontrolled’ interaction
  12. 12. Be the psychologist
  13. 13. How to build a personality Understand the context Where are you talking to your customers? In the pub? At work? In a hospital? What is appropriate for the environment? What style of language will feel comfortable? What words? Subjects? Consider Psycholinguistics
  14. 14. How to build a personality Understand your audience Have you spoken to your customers? Have you recorded their words? Do you know what mood they are in? Can you tell when the mood changes? What is their level of emotional intelligence?
  15. 15. How to build a personality Understand your persona What is their job or role? What makes them good at it? What makes them happy or sad? How do they react to compliments or criticism? What is their Myers-Briggs type?
  16. 16. KIP - Designing a personality
  17. 17. KIP - Designing a personality
  18. 18. Be the writer
  19. 19. How to build a story Understand your characters How do your customers like to interact? What will build respect and trust? Why would the user want to talk to you? REMEMBER YOU ARE DESIGNING FOR TWO
  20. 20. How to build a story Understand your plot What is the ‘story’ in 20 words? How to the ‘characters’ evolve? What is a happy ending? How can you tell when things are going wrong?
  21. 21. How to build a story Understand your narrative Does the script work as a conversation? Are the parts believable? How do they change when emotion is applied? Do you have a good way to finish prematurely?
  22. 22. “If you don’t spend the time crafting that character and motivation carefully, you run the risk of people projecting motivations, personality traits, and other qualities onto your App and brand that you may not want associated with them.”    Oren Jacob (Google I/O ’17) Thanks to Jess Thoms - Prototypr
  23. 23. Be the UX designer
  24. 24. How to build an experience Research and understand What is the end to end experience? Why will user be coming to you in the first place? What do you know about each user? What would be their alternative to the bot?
  25. 25. How to build an experience Design the spider’s web How does the narrative break down? Where are the interactions? What are they? Where is your wall of post-its? Where can AI bring real value?
  26. 26. How to build an experience Test Test Test test test test test test test test test
  27. 27. Designing a conversation No longer just a UX process - personality, story and ease You need to be (have) a psychologist, a writer and a ux’er Create specific communication and interaction ToV Do not try to be a person! Kirobot - the first autonomous robot in space
  28. 28. Thanks ben@smallrobotcompany.com @smallrobotco @bcsr

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