The document outlines essential practices for designing chatbot conversations, emphasizing the importance of understanding user needs and goals. It discusses methodologies such as persona development, micro-moments, and the necessity of dialogue testing. Additionally, it highlights the balance between creating human-like interactions and being transparent about the chatbot's identity.

1. Designing
Conversations
for Chatbots

2. Community
Manager
Product
Designer

3. This talk is
going to help
you with…
• Design and product tips
• Tools, canvas and books
• Step-by-step on designing…

4. Chatbots: softwares that you can
talk and interact with through any
conversational interface (CUI).

5. "Why are we obsessed with movies about robots?” interview with Despina Kakoudaki. Quartz. Youtube, 2017.

6. Communication is evolving…
Print Broadcast Email Web Mobile

7. Print Broadcast Email Web Mobile Conversations
Communication is evolving…

8. "VUI [or CUI] designers think about
the entire conversation, from start to
finish, between the system and the
end users. They think about the problem
that is being solved and what users need in
order to accomplish their goals."
Cathy Pearl, Author and Head of Conversational Design

9. "Fooling people into thinking a VUI or bot is
human is not necessary for success. Although
replicating many of the aspects of human
conversation is crucial for a good VUI, in
many ways, it’s better to be up front that the
user is speaking to a computer. People are more
forgiving if they know they’re speaking to a bot."
Cathy Pearl, Author and Head of Conversational Design

10. UNDERSTAND
DEFINE
CHATBOT
CONVERSATIONS

11. UNDERSTAND
Problems (A)
Persona (B)
Things to have in mind:
* Micro-moments, "moments that
B is trying to solve A".
* Pareto principle, the 80-20 rule.

12. UNDERSTAND

13. DEFINE
Goals (A)
Interactions // touch points (B)
Things to have in mind:
* Agile / product / lean approach;
* Jobs-to-be-done;
* Customer Journey Map;

14. DEFINE

15. DEFINE

16. DEFINE

17. CONVERSATIONS
Persona (A)
Conversations (B)
Things to have in mind:
* Brand persona;
* Errors and successful
scenarios;
* UX Writing and Content
Strategy;
* Mind mapping.

18. On writing conversations…
Write and test a dialog
sample before code can
save you some time
Always good to keep
consistency on UI
elements and voice tone.
The best way to design a
conversation is to have a
conversation.

19. UNDERSTAND
DEFINE
MICRO-MOMENTS
GOALS
DESIGN DE
SERVIÇOS E
ANTECIPAÇÃO
INTERACTIONS
PERSONA
UX/CONTENT
STRATEGY
CHATBOT
CONVERSATIONS

20. Where to start? Any books?

21. 3 + 1 = ?
? + ? = 4

22. “Keep creating, Keep
doing the work. And never
forget, you don’t have to
listen to anyone. Because
in this New World, no one
knows anything.”
Casey Neistat

23. Thank you!
Obrigado !
bit.ly/ignite19-bots-design
Caio Calado
@caio_caladoo