Design Briefs: 004 — DriftBot Interactions
I recently visited a website that used a bot service to ask me for my work e-mail address before I got a report for a topic that sounded interesting.
CONTEXT + THING
After a bit of clicking around, I eventually discovered that the bot platform was powered by Drift.
DESIGN — WORKS!
The way the dialog window opens, and the bot goes into a conversation mode, is intuitive, and feels somewhat consistent to the experience in a chat window.
Also, the fact that the avatar is a robot-looking figure (sharp edges, antenna) makes me think that I’m not inconveniencing another human being for a relatively mechanical task.
DESIGN — DOES NOT WORK!
As I tried to interact with it somewhat naturally, I realized the bot was not properly configured, and defaulted to the same response/prompt. I tried a couple of different combinations, and always landed on the same dialog (similar to that one XKCD comic):
Either put the report PDF in an e-mail flow where visitors enter their e-mail where the file is sent, or spend a bit more time setting up the logic for the bot. The goal of using a bot is to interact somewhat naturally with visitors, which in this case was more a useless gimmick rather than an engaging experience.