Chatbot pilot

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Our virtual assistance is built on a platform that offers interactive cards as part of conversational UI. We wanted to understand if and how we should leverage this. Our product owner decided we would redesign a pilot tool we had built that allowed members to check if their plan had started yet. Instead of a back and forth question and answer, we could insert a form into the conversation. I was curious so we ran a study comparing a simple smart form against a conversational experience with an embedded form. The form was seen as more efficient, but we did see that participants liked the friendliness of the conversational experience. The lesson we learned was how to streamline the conversation in future features, and question how much bot personality is appropriate.

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Wires

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Comparative analysis + wireframes + usability testing

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Hi-fidelity

For the visual language of the conversation design system, I had a few principles in mind. The UI should be as light and open as possible. Even short sentences take up a lot of space, and the conversation should be the main focus since that is the interface. Our type sizes should be beyond accessible standards to be future minded and modern. There should be an obvious difference in style and a larger typeface for the bot’s prompts to focus the user on their task.

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Comparative analysis + visual design + animated interaction proofs + chatbot design system