This document discusses UX design principles for chatbots. It begins by defining chatbots as AI computer programs designed to interact with users and provide information or complete tasks. It then outlines the typical design process for chatbots, including discovery, planning, validation, and realization phases with iterative testing. Finally, it lists several key UX design principles for chatbots, such as giving the chatbot a persona, avoiding infinite loops, keeping interactions simple, providing fallback options to speak to a human, and giving users choices and listening to their goals.

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UX for ChatBots 🤖👍
Younes BENAOMAR
UX Designer

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Who
2007 2015
Natural UI Conversational UI
Hubot
Multitouch
NourBot BNPBot Ma Cigogne

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What is chatbot ?
A.I computer programs designed to
behave like a human that you can
interact with, in order to get
information or get things done.
It a THREAT !
It’s NOT a THREAT !

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how it works ?
Natural
Language
Processing
Machine &
Deep Learning
Text &/or speech EngineProduct
REST/
GraphQL
ORM
DB

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UX Design = Process + Principales

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How: Design process
1
Discovery Design
3
Realisation
2
Planning Validation

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Design begins simply by talking to real
people, in real contexts
1 - Discovery
Interviews Observations
Use case &
Scenarios
State of the art

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The solution who does not push through
several concepts is not really engaging in
solving the problem.
2 - Design

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Build, Test, Build, Test, Build, Test, Build, Test …
3- Realisation
Test with your future users
Build a prototype as soon as possible

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Iterative process
1
Discovery Experience
3
Realisation
D E R DE R R R …
2
Planning Validation

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Sets of generally applicable laws, guidelines, human
biases, and design considerations.
A starting point for the creation of new designs to solve
problems.
Design principales for Chatbots

12. Persona
Give your chatbot a persona and ensure
that the users know that chatbots are not
humans
Design principales

13. Storytelling
What story do you want to take your users on?
What experiences will they have along the way?
Design principales

14. Avoid infinite Loop
Keep your conversation flow logic loose
Design principales
Exit Options Input Disambiguation Frustration Detection

15. Keep it incredible simple
Bot conversations should be bounded to very particular
subjects and follow linear conversation routes;
Do not try to create a general, self-aware A.I.
Design principales

16. Chat Medium
Make use of conventions UI, show a nicely-formatted card
previewing the linked page.
Design principales
t
Quick Replies Cards Webview Persistent Menu

17. Provide a fallback
Always have a human fallback option, allowing the
user to express “I’d rather wait and talk to a real
human, make this robot thing go away”.
Design principales
Je ne comprend pas 😥
Ça m'embête d'entendre ça.
Une personne de l’équipe va prendre
en contact avec vous.
Vous pouvez également essayer sur
l’application mobile

18. Give users a choice
Design principales
Don’t place users in a situation where they need to
guess the correct incantation required to proceed

19. Listen
Build in ways to lead the user toward their
goals, and provide empathetic error messages
where necessary.
Design principales

20. Questions ? 👋