Currently doing some research into the trendy “conversational UX” trend, these nine learnings from Adrian Zumbrunnen turning his website into a chatbot are interesting to read.
Designing conversational experiences is hard because the concept of a conversation comes with lots of expectations. When those expectations are met, we feel the interface is natural but as soon as they are violated, even in the most subtle way, we feel that something is amiss.
And while technologists all over the place are busy slapping chatbot bubbles onto websites, I really appreciate the author highlighting the social dimensions of this:
Building conversational interfaces doesn’t just come with lots of technological challenges, it also has lots of social ones. As designers, it’s our responsibility to solve this part of the problem.