Lean Startup Vs Design Thinking: Which method should you be using?
Posted on: May 7th, 2019Over the course of our month of blog posts focused completely on chatbots, you’ve probably gathered that we think they’re here to stay. With its market value set to rise to $1.34 billion by 2024, and with 77% of customers having improved perceptions of a business after talking with them online, there’s no doubt in our minds that chatbots are on the up.
Related article: The future is bright for chatbotsSo, with more businesses choosing to use chatbots, it’s also more and more necessary that people know how to create good ones that leave their customers happy, instead of frustrated! At the heart of this is brilliant user research. However, like just about every emerging technology, it can be tricky to know how to implement the findings of your user research within the design process. Here are our top tips.
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Utilising user research whilst designing your chatbot
Understand how your customers talk to your brandConducting user research interviews is the ideal starting point for creating personas. Based on these personas, you will be able to create a more specific idea of the types of people that you are talking to with your chatbot. Of course, a hugely important part of chatbots is, well, how they chat! Use your user personas to gain an understanding of how you can programme your bot to talk in a way that is relatable and accessible to them. Is your bot likely to be used in a professional setting and is more formal language appropriate, for example? On top of that, your user personas can give you insight into which industry your users are likely to work in, meaning that you can ensure your chatbot is familiar with any relevant jargon. In doing so, your user research will hopefully prevent a number of frustrating “sorry, I don’t understand” messages. You can also continue to assess the types of language that is used in your chatbot later down the line once you have a mock-up or a prototype, before iterating your design based on your findings.
Empathising with your userNo chatbot is the same. Unfortunately, that means that there are no cut and dried formulas for how to create a good one that suits your users’ needs. Take these two bots as examples: The “Genius” chatbot allows you to talk with “Einstein”, as a way of promoting a National Geographic television series. The Tesla chatbot allows you to check whether your car is unlocked from afar. Those are two very different bots with potentially two very different users, right? That’s why it’s so important to empathise with your user and know why they’ve come to your chatbot. We may think we already know why our bot is being used but, often, we overlook important information and base our designs on assumptions. And that’s never going to end in a good user experience! As Bianca Nieves highlights, understanding user needs for bots can be a case of utilising “any material you have such as customer service logs, frequently asked questions, online user review sites or comments sections on niche blogs.” to “Make note of common themes, unspoken assumptions, and end goals.” In doing so, you will begin to empathise with your user, making you more equipped to create a chatbot experience that meets all of their needs.
Related article: Creating chatbots with great UX