Designing a Chatbot Conversation: UX Design Process Case Study

Robert Sens
Mar 24, 2017 · 3 min read

In the early days of the chatbot, I was tasked with envisioning, and designing a conversational experience for a mobile app startup operating in the hospitality space.

As an additive component to their product ecosystem— this experience needed to integrate within existing systems, processes, and platforms on the back end, while delivering a heightened, delightful user experience on the front-end that would drive user engagement to deliver on several mission-critical business metrics and KPI’s.

This case study outlines the high-level design process, phased approach, and key deliverables associated with the definition, facilitation, and development of the conversational, chatbot experience.

Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post
Image for post

Conclusion
This case study is just one example of how to approach the design of a conversational, chatbot experience. In the time since this project, a plethora of new chatbot-specific design tools and plug-ins have launched that can be leveraged during the design process. Just remember, every project is different! Take the time to plan ahead — craft a process that works for you, stay nimble, don’t be afraid to pivot, and use the tools that best support the task you need to accomplish.

Chatbot.com Blog

The New Era of Messaging

Robert Sens

Written by

Interaction designer & team lead. Former iXD at frog, Pratt alumni. Working somewhere near the intersection of design, technology and strategy.

Chatbot.com Blog

The New Era of Messaging

Robert Sens

Written by

Interaction designer & team lead. Former iXD at frog, Pratt alumni. Working somewhere near the intersection of design, technology and strategy.

Chatbot.com Blog

The New Era of Messaging

Medium is an open platform where 170 million readers come to find insightful and dynamic thinking. Here, expert and undiscovered voices alike dive into the heart of any topic and bring new ideas to the surface. Learn more

Follow the writers, publications, and topics that matter to you, and you’ll see them on your homepage and in your inbox. Explore

If you have a story to tell, knowledge to share, or a perspective to offer — welcome home. It’s easy and free to post your thinking on any topic. Write on Medium

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store