We interact with digital interfaces many times every day. For example, when we use our mobile phones, watches, tablets or when we talk to Alexa or Siri. What all these interfaces have in common is that they are used, partly or entirely, by humans. That’s when we meet the concept of Conversational UX. In this article, we will explain all you need to know about creating the most effective conversation between a machine and real people.
What is Conversational UX Design?
Conversation design is a design language based on human conversation. To achieve natural interactions between humans and technology, we use UX design practices. In that way, we make sure we are addressing real user needs and creating a meaningful experience.
How can we create effective conversations? By considering the users’ needs and help them to have things done. In general, we use a combination of UX Design methodologies to make sure we are designing a technology that can understand the messages it gets from users and help them solve a problem.
What are the benefits of Conversational UX?
If you focus on user experience when creating an interface, you’ll see notice the following advantages:
- Lower customer support costs: Users may find the answer to their problem while talking with the bot. That way, they won’t need to contact a real person.
- Reduction of time: Bots can give automated responses in seconds. That improves drastically conversion rates.
- Increment of user retention and engagement: A bot that performs correctly and solves problems will motivate users to stay and interact more often with it.
- Accessibility of digital services: In some situations, having a conversation is much easier and effective than taping, or clicking a button. A well-designed conversation can benefit everyone. Imagine setting up an alarm and, instead of reaching your phone, you can just say “Set up an alarm for 7 am”.
- Increment of trust: Well-crafted conversations can improve the customers’ perception of your business. Working on a shared language and focusing on what the other person wants to say (and responding based on that), can help you build trust with users. They might even trust you enough to get things done after a few messages.
Best practices of Conversational UX Design
Here are some tips to create an effective conversational interface:
- Make it natural: Use conversational structures that are simple and clear to understand. In other words, try to replicate a conversation that could take place between two real people.
- Focus on the problem that you want to solve: Create a conversation path that considers user’s needs and gives them relevant information to reach the final goal of the conversation.
- Give your bot a personality: Structure your bot’s responses to express your brand values while making the conversation more lively and interesting.
- Reduce typing: Provide selectable options instead of asking the user to write an answer. Therefore, you’ll avoid misunderstanding any typos, missing keywords, or colloquialisms.
The Future of Conversational UX
The adoption of conversational interfaces is rising, and we can find them on many platforms and for many different purposes. As users, we want to get information and solutions to our problems in an effective way. Hence, conversational UX design will help to achieve that by creating more engaging, informative, and meaningful interactions.
Many digital interactions are becoming conversational. Think about searches on Google, 27% of the global online population is using voice search on mobile, and almost 70% of requests to the Google Assistant are expressed in natural language, not the typical keywords people type in a web search. Considering investing more in Conversational UX Design and Conversation Experiences can be a way for you to join the conversational shift that is already happening.
In conclusion, conversational UX design will make your technological interactions easier and feel more natural to users. You can use Botsociety to create your next conversational project.