My talk at WeAreDevelopers conference 2017 in Vienna on how to design human centred chatbots and our experience with Sure.

1. Human centred
chatbots
We’ve been approaching this all wrong

2. Hello
WeAreDevelopers
Sebastian Krumhausen | Co-Founder & Product at Sure

3. My experience with bots

4. Chatbots
State of the union ‘17

5. Bot hype curve

6. Conversation vs. GUI

7. Conversation vs. GUI

10. Let’s take a step back

11. Users want a magical experience

12. “Let users feel like they have
superpowers”

13. The customer journey is not linear

14. WeChat

15. WeChat

16. Less friction
Core app
functionality
Social graph
Learnings from WeChat

17. Frictionless commerce

18. What happened?

19. Bots
Conversational
interfaces
App-within-app

20. How do we build great
app-within-app experiences?

21. Simple frontend, complex
backend

22. API First

23. Umwelt
“The world as experienced by a
particular organism.”

24. Task
Need
Situation

25. Task
Need
Situation

27. Design of the shared experience:
for both human & machine

28. ✓ Do I understand what the agent does?
✓ Do I understand how the agent works?
✓ Can I see the agent or its behavior at all?
✓ Can I see and understand its behavior?
✓ How do I interact with it?
Legibility for humans

29. ✓ What do I perceive? (color, temperature, shapes ?)
✓ Do the signifiers humans use make sense to me too?
✓ Do I need supplemental structures in the
environment? am I acting based on factors that
humans can’t perceive? what am I allowed to
communicate vs not?
✓ What do I do with the inputs I get?
✓ What systems am I connected to and what do they
need? what can I affect by my actions?
Legibility for machine

31. Conversational
experience
without NLP
Leverage and persist
user info
Bridge the
umwelts
Summary

32. Good luck

33. Sebastian Krumhausen
@krumhausen
krumhausen.com
m.me/surebot
We’re hiring!