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.

…maybe?

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.

Well, hello there, bot buddy!

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):

Utter disappointment.

IMPROVEMENT(S)

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.

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