In today’s article, we will be discussing Conversational UX design, which was becoming a popular topic recently in the technology industry.

One of the growing trends today is creating a technology that caters to human interaction by experimenting with many types of conversational systems or human computer interaction that is like the footprints of Alexa, Google Assistant, and Siri.

Because of this, we are now shifting to some major advances in UX design, geared to develop technologies that are not only human-friendly but human conversation as well.

In this article, we will also cover the following topics:


Defining conversational UX

Conversational UX is defined as a practice that initiates or maintains a human conversation with the goal that users get a quality experience. Natural conversation is done with the use of technology instead of human interaction or what we call human computer interaction.

In other words, conversational UX involves direct communication between the user and technological solutions. In this case, we are talking about chatbots, voice assistants, or any other method where the users can accomplish their tasks based on the conversational nature of the AI.

While conversational UI design is a specialized technique, it is essential for aspiring UX designers to understand the meaning, principles, and significance of this technique. With AI becoming a part of every digital solution, we recommend that UI user interfaces and UX user experience professionals utilize this tool in the best possible ways.


Why utilize technology in natural conversation?

Microsoft’s 2019 Voice Report, which showed the rise of voice technology and digital assistants from a market-level perspective, suggests that the voice interfaces like digital assistants will continue to grow.

We have seen this trend from major companies producing such technologies as Google Assistant and Amazon Alexa.

Several research also projects that the use of digital voice assistants will triple to 8 billion by 2023.

These user data imply an increase in demand for researchers, UX designers, and engineers to define, shape, and build the conversational paradigms and best practices that govern these agents.

Ans like any product that involves UI user interfaces or UX user experience designers, UX designers of conversational agents also has a responsibility in terms of ethics and implications of the work.

Since conversational UX design is still a growing trend, we expect there are a lot of unexplored spaces when it comes to this field. Most of the design foundation for creating conversational design technologies is based on diverse fields and disciplines such as design, psychology, linguistics, screenwriting, and more, to inform its approach.

The goals of the conversational UX design are to solve problems for people, provide value and use in people’s day-to-day living, and spark joy and delight as well.


The importance of conversational UX

We have seen the emergence of AI as one of the most popular trends in the digital age. For this reason, we can expect to see more conversational UX designs out there.

Conversational UX is a tool that not only helps in improving the overall user experience but also helps companies lessen the burden on their resources.

Here are several benefits of conversational UX for online platforms:

  • Issues are easily resolved in real time using conversational UX such as chatbots

  • Helps multiple individuals simultaneously at a given time. As a result, it saves time and increases customer satisfaction

  • Saves money on the customer support staff using chatbots and voice assistants as alternatives

  • Saves humans from doing mundane tasks, and their skills can be used in a more productive way


Types of conversational UX

There is no clear line between the different types of conversational UX. One of the reasons behind this is the lack of clarity and the concept is still new.

However, the pace at which conversational UX is advancing and the room it has for innovation will soon require some sort of classification.

Conversational UX design is utilized by a lot of organizations in different ways. Some of the most common types include:

  • Chatbots

  • Interactive applications

  • Digital voice assistants

If we look at the solutions being implemented today, we can say that conversational UX can be broadly divided into three types.


Chatbots

Chatbots are one of the most popular conversational technologies that we see these days used by a lot of organizations and companies.

Several websites, delivery services, and financial systems use chatbots to assist their customers.

These days we have noticed the trend of conversing with a chatbot first before consulting with a real customer service representative. We have seen an easy way to direct the conversational user to different departments with regard to their issues through chatbots.

We can also utilize a chatbot to provide accurate answers to multiple users at a given time since it can respond to inquiries automatically so that the customers don’t have to wait, and this leaves a good impact on their experience.

Interactive applications

Interactive applications as we have seen mostly on mobile devices are also becoming very popular. Learning apps fall into this category. The use of interactive applications increased during the pandemic when people used interactive apps to check for symptoms and hotspots of COVID.

Digital voice assistants

Digital voice assistants or AI assistants are extremely popular these days as well. Applications such as Siri, Alexa, and Google Assistant keep us company almost all the time. These technologies present the most advanced implementation of conversational UX. Virtual assistants are also capable of holding natural conversations with humans, such as telling jokes and stories, informing about the weather, and a lot more.


The principles of conversational UX

In conversational UX, we also utilize the basic principles of familiarity and ease of use in design. However, this particular type of design requires special attention be paid to some other factors. These principles, including conversational UX best practices, can add great value to the design. Here are some of the most important design principles used in conversational UX design:


Responsiveness

This is one of the most significant features of conversational UX design.

Responsiveness is about reaching out to customer support, whether the conversational user is interacting with a human or a chatbot, except there is a response made in time.

Responsiveness also means to respond within the little possible time upon receiving the message. If a chatbot takes forever to respond, it is going to frustrate the users, leaving a bad impact on their experience.

Availability

Availability is another important design aspect of conversational UX design. To make a successful conversational UX design, it must become accessible at all times and should be with ease.

The availability of a design also means that there are no technical issues with the service for as long as possible. Availability also means the design can be interacted with using different devices and platforms without any trouble.

Simplicity

Simplicity is also an important aspect of conversational UX. For example, if the users find it hard to interact with a chatbot or they’re unable to accomplish their tasks with simple voice commands, we can assume that they’re not going to have a good experience.

A way out

A way out is important to give to the users simply because that AI has its limitations.

We all know that a chatbot can only do so much. Thus, it is important to hand the control over to the users by giving them a way out. In instances where conversational UX is not solving the users’ problems, they should be given the option to talk to a human, end the conversation, or go back and restart by taking a different option.


Examples of conversational UX design

We can already see a lot of conversational UX designs online—from eCommerce to information-based websites such as news websites.

This is a trend where modern technological solutions are being adopted by all leading companies, particularly in the customer service field, where the goal is to improve the user experience.

Here are some of the best conversational design examples, following the principles of UI user interfaces and UX user experience design and adding value to the overall experience:

Domino’s

We all know Domino’s for its great pizza. Not only that, but we have also seen its online ordering process as one of the best when it comes to good user experience.

Its platform is far better than any new windows or screen pops-ups and before we know it, we already browsing 3 new tabs just to complete the order.

Every food service should make this platform a good example when they want to make their own ordering app. You get a fantastic, easy, and aesthetic experience with every image of food added to the app.

Using Domino’s conversational and interactive app also helps free up some employees from answering calls, so they have more time to work on orders. This results to fewer order mistakes because it’s all in text and you’re not dealing with deciphering words through a bad connection.

American Well

American Well is a well-known telemedicine company, that provides a great example of how websites with chatbots can determine user intent quickly.

When you want to know about your visitors, you can use chatbots to ask them directly about what brought them to the site. It’s a clear and easy question. 

Additionally, providing pre-filled buttons for users to click, helps users navigate the many pages on your site, and at the same time, you can learn more about who is behind the screen.

Socratic by Google

Socratic is a unique app that helps students and teachers leverage the power of AI to help them learn better. Confused about a certain concept? Just download the app onto your phone and point the camera at what’s boggling your mind and watch as Google’s powerful artificial intelligence breaks down concepts into simple, digestible little pieces. Socratic works with many subjects such as Science, Math, Literature, Language, and Social Studies. The app works not only as a learning companion but also as a reference tool that points you to resources for further learning.


Summary

Technology is the wave of the future. While there are still some hesitations about AI personalities and robotics, it’s getting clearer these days that people will be more likely to adapt to these new additions to society. Experts have predicted AI will soon be everywhere.

We could see that conversational UX user experience systems are the wave of the future and will become an integral part of our day-to-day lives. If you accept and adopt this new technology into your life, you may find yourself growing fond of the improvements and advancements it can provide.

Mary Ann Dalangin

About the author

A content marketing strategist and a UX writer with years of experience in the digital marketing industry.

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