Imagine a user experience where every button works and leads users to experience an ever-increasing sense of happiness with each interaction. That’s what the Happy Path is like. The Happy Path is the optimal journey users of your voice assistants and chatbots can take that will delight them. People will remember how your chatbot or voice assistant makes them feel more than what it gets done or how it responds. So, it’s important to create a user experience that helps your target audience travel down the Happy Path with ease. Here’s what you should know to make it happen:
Why the Happy Path is Important
When the user travels down the Happy Path, everything runs the way it’s intended to run. But what makes this journey even more important is that the user experiences happiness that increases with each interaction. The Happy Path of UX removes any friction that a user may experience when using your voice assistant or chatbot.
For instance, instead of going through 10 steps to find information about the closet highly-rated restaurants near you, a user who experiences the Happy Path achieves this with a voice assistant in just five steps while getting excited about each new option the voice assistant provides.
This eliminates frustration and prevents the user from abandoning the voice assistant.
Designing a Happy Path
If you want to make the user’s experience one that brings them joy at each step of their journey, then it’s important to implement best practices to create the Happy Path. Practice putting these best practices into action to make your chatbot or voice assistant one that embodies the Happy Path:
- Think of the conversational flow. Consider how users will naturally carry on a conversation with your chatbot and consider the flow of conversation. Break down each Use the help of conversational designers and your team of developers to practice out loud the dialogue users may have.
- Use language that makes user smile. The language your chatbot or voice assistant uses should not only be simple for users to understand but it should make them smile. Achieve this by giving your chatbot or voice assistant a personality.
- Keep it simple. Avoid making your bot’s script too detailed. Instead, keep it simple, even if you have to make changes to your script in the future. It’s a strategy that Facebook uses when making changes to its UX to keep users happy. For example, limit responses to no more than three sentences at a time to avoid frustrating users with too much detail.
- Plan for errors. Even though the Happy Path is the ultimate user experience you want your target audience to have, it’s important to remember that perfection takes time. That means you’ll need to still plan for errors in case your chatbot or voice assistant does not deliver the experience users expect. Redirect users back to the Happy Path by including messages for your chatbot or voice assistant to use that tells users what to expect next. For example, if the user needs a live person to handle their concern, design a message that explains this and informs users about being connected to a live person next. This provides users with the correct expectations.
- Test your bot. Whether you’re creating a chatbot or voice assistant, it’s crucial to test your bot before making it available for public use. You can use prototyping tools like the ones available through Botsociety to create a high-fidelity prototype of your chatbot or voice assistant. This gives you the option to catch any issues that may put a roadblock down the path to happiness.
Getting users to experience the Happy Path calls for designing for this ideal user experience from the start, including considering conversational flow and testing your bot. By using these best practices, you can design a Happy Path that users will want to travel down over and over again.
Also published on Medium.