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AutorenbildOlga Oskolkova

What is Conversational Design: The Biggest Misconceptions

Conversational Design has become a growing field, but many people and companies are still quite confused about it.

In my YouTube video, I am talking about the biggest misconceptions and misperceptions of Conversational AI Design, what it is not and what it actually is.


 

Key Takeaways


1. Conversational Design is not Graphical UI design


Many still believe that Conversational Designers are also experts in Graphical UI Design.


The truth is that not every Conversational Designer has a GUI background. Moreover, most conversational designers have a background in Linguistics, Computational Linguistics, Marketing, Sound Design, Music, Psychology...


Conversational designers are dealing with the user experience, with the language,

and with how people are talking to the virtual assistants. Conversational designers are creating seamless natural conversations between a human and an assistant. Even though Conversational Designers are creating multimodal experiences, it still doesn't mean that they are also experts in graphical design.



2. Conversational Design is not just about Content Writing


Conversational Design is not just about content writing as well as it is not just about writing the sample dialogues.


Conversational Designers have a holistic approach for designing virtual assistants and creating multimodal user experiences.


Conversational Designers might be responsible for:

  • defining the main use cases,

  • doing user research,

  • benchmarking analysis,

  • user testings,

  • creating the flows,

  • user journeys,

  • system persona,

  • utterance design,

  • prompt and response design,

  • NLU training.


3. Conversational Design is not a Step in a Process


Conversational Design is an ongoing process, continually learning about users, responding to their behaviors, and constantly refining our designs.

Conversational Designers don't solve the problem just with one action or single research.


In order to create a great user experience, Conversational Designers need to keep listening to the user feedback and proactively implementing it. Conversational designers continue doing user tests, analyzing the user data, and improving conversational UX even after the launch of the product.


4. Conversational Design isn’t Only about Users


It’s also about business.


There are always some business goals that have to be met. Conversational Designers ensure an overall experience that meets as many goals and needs as possible both for the business and for the users.



5. Conversational design is not easy...


...And there are different reasons for that.


First, Conversational Designers are caught in the middle trying to speak the business language and the developer language.


Second, Conversational Designers have to find the sweet spot between the user’s needs and the business goals.


Third, Conversational Design is often about making assumptions about the users - who they are, how they would behave, how would they talk to the virtual assistant. Sometimes, these assumptions can be wrong and that's ok. Unfortunately, not all companies understand that and expect Designers to solve all the problems with just one single act. Conversational Designers should never stop conducting user research, user testing, and analyzing data.


Forth, often Conversational Designers have to deal with situations when they have to justify the importance of their work and why it is so crucial to product development.


And fifth, the ASR and NLU technologies are unfortunately still not good enough for creating a seamless user experience. Sometimes Conversational Designers have to design some workarounds, which makes their job quite challenging.

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