Chatbot experience design with complete conversational script writing

Challenge:

Design a conversational UI website promoting web development company. The chatbot had to direct users to one of the landing pages with services relevant to a given user need and provide contact details to the responsible communication manager.

cs-chatbot-general@2xcs-chatbot-general@2x

Project summary

Approach:

We started the project with extensive research on the principles of communication. Our goal was to create a conversation experience that is engaging and fun for the user but at the same time fulfills the client’s business objectives.

After determining the main technical and design aspects of the conversational UI such as the answer format, displaying the conversation flow and messages arrangement, we focused on writing the script.

With personas of target website visitors and client’s business goals, we prepared the outline of possible scenario for each type of user and followed it while writing the final version of the conversation.

Services:

•    User research
•    Conversational UI design
•    Visual design
•    Script writing

Client:

Chop-Chop.org

case-chatbot-whiteboardcase-chatbot-whiteboard
case-chatbot-cody-wallcase-chatbot-cody-wall
case-chatbot-script-structurecase-chatbot-script-structure
cs-chatbot-conversation@2xcs-chatbot-conversation@2x
case-chatbot-iphone-b@2xcase-chatbot-iphone-b@2x

The outcome

Results:

Responsive website based entirely on conversational UI. Apart from increasing brand awareness in an engaging way, the chatbot fulfills more complex business goals starting from directing the user to relevant service page to collecting feedback about the company blog.

Related articles

Conversational UI Principles—Complete Process of Designing a Website Chatbot

Many people say conversational UI is the future of web interface. This article describes an entire process of designing a conversational UI for a B2B website, including basics of the communication theory and chatbot design tips and tricks.

Read the article by  Leszek Zawadzki for The Startup

Making Chatbots Talk — Writing Conversational UI Scripts Step by Step

Complete case study of writing conversational UI script, covering the whole process of creating chatbot script from setting the goals to development instructions.

Read the article by  Anna Kulawik for uxdesign.cc

Subscribe to our newsletter. Only good UX vibes.
No spam, no marketing bullshit.

we use MailChimp
[unex_ce_mailchimp id="content_pja9vh6pw,column_content_5my5bhqrq" placeholder_text="your email" alignment="left" button_position="below" button_spacing="30px" input_placeholder_color="#252525" input_width="span5" input_text_align="left" input_text_color="#252525" input_bg_color="#ffffff" input_padding="15px 30px 15px 20px" input_border_width="0 0 2px 0" input_border_color="#252525" input_border_radius="0px" input_placeholder_color_mouseover="#252525" input_text_color_mouseover="#252525" input_bg_color_mouseover="#ffffff" input_border_color_mouseover="#252525" input_font_size="14px" input_font="regular" button_text="Subscribe" button_text_color="#252525" button_font="semibold" button_font_size="14px" button_text_spacing="0px" button_bg_color="#ffffff" button_padding="14px 70px 11px 70px" button_border_width="2px" button_border_color="#43e3c3" button_border_radius="0px" button_text_hover_color="#252525" button_text_spacing_hover="0px" button_bg_hover_color="#ffffff" button_border_hover_color="#252525" has_container="" in_column="1"][/ce_mailchimp]