When conversation hurts or hinders the Chatbot experience

In Digital Experiences, Disruption, Experience Design by Fredy Ore

Designers who are new to conversational interfaces often have the misconception that chatbots must chat. At the same time, they underestimate the extraordinary writing skill, technical investment and continual iteration required to implement an excellent Conversational User Experience.

Mariya Yao has written a helpful article titled, Does Conversation Hurt Or Help The Chatbot UX? which looks at appropriate applications for using chatbots and when not to use them.

It’s important to identify these points:

  • When you should add conversation to delight
  • How best to handle edge cases and conditions
  • When not to use conversational chatbots
  • The impact and affects on the user experience and brand

Mitsuku, one of the world’s most popular chatbots… has twice won the Loebner Prize, an artificial intelligence award given to the “most human-like chatbot”.

The popular chatbot has conversed with more than 5 million users and processed over 150 million total interactions. 80% of Mitsuku’s users come back for more chats.

mitsuku

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What’s new in D3.js v4

In Design, Visualization by Fredy Ore

Irene Ros (@iros), the Director of Data Visualization at Bocoup has written a very helpful presentation and summary of the changes of D3.js version 4.

Some of the changes are include namespacing, canvas rendering, selection, transitions, text formatting, default locale, brushing amongst others.

whats-new-in-d3-v4

Ben Foxal has also written a helpful blog post on the changes required for converting visualisations in version 3 to version 4.

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Prince: 1958-2016

In Film, History, Image, Love by Fredy Ore

The Guardian
Prince: memories of U
Cultural commentators and artists who grew up with Prince’s music explain what he meant to them and what made him unique.

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McKinsey & Company on Customer Experience

In Design, Disruption, Experience Design, Experience Strategy, Innovation, Journey by Fredy Ore

McKinsey & Company have published a series of Articles on Customer Experience. The articles look at the creation of competitive advantage by putting customers first, mapping touchpoint and managing their journeys.

Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.

1. PUTTING THE CUSTOMER FIRST

2. MEASURING AND MANAGING CUSTOMERS

3. ORGANIZING FOR CUSTOMER EXPERIENCE

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Interaction Design today, a short documentary

In Design, Digital Culture, Digital Experiences, Experience Design by Fredy Ore

Every year, IxDA’s Interaction Awards assembles a diverse group of design practitioners from all around the world to select exemplary projects in six impact-based categories from among a community peer-reviewed short list.

During the jury weekend gathering — which was hosted by SVA’s MFA in IxD program — Interaction Awards co-chairs MJ Broadbent and Thomas Kueber interviewed the jurors to gain their insights and perspectives on the field of interaction design.

This short documentary is the result. Hear from Kim Goodwin (Jury Chair), Brenda Laurel, Sudhir Sharma, Leisa Reichelt, Alok Nandi, Amber Case, and Itamar Madeiros. Enjoy!

Below are some of top tweets from the IxD16 Conference held March 1-4 in Helsinki, Finland.

ixd-awards-2016

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It’s World IA Day today!

In Design, Disciplines, Experience Design, Experience Strategy, Technology by Fredy Ore

World IA Day is a one-day, annual celebration focused on the practice and education of Information Architecture.

It’s a celebration that brings together a diverse global community including information architects, user experience designers, content strategists, product managers, developers, scholars, and students to talk about and shape the future of Information Architecture.

This years theme is “Information Everywhere, Architects Everywhere”.

World IA Day London will be held on Saturday February 20th, 2016 at City University, London.

Oliver Thompson Lecture Theatre
City University London
Northampton Square
EC1V 0HB London

and in Lyon, France

Ens Lyon
15 parvis René Descartes
BP 7000 69342 Lyon Cedex 07
FRANCE

and many other places around the world

worldiaday-logo

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It’s Not the Interface that Makes the Experience

In Design, Digital Experiences, Engineering, Experience Design, Technology by Fredy Ore

Dave Malouf adds to the recent discussion on Experience Design with a Medium post titled – It’s not the interface that makes the experience.

There has been a lot of conversations about its validity or truth, and even its framing, but something in it for me resonated … like all good articles, it really got me thinking about what Andy and others are trying to get at in regards to a perception of the reduction or dilution of what we had hoped to be the UX Design practice of today.

Related:
Andy Budd’s ripple post on User Interface / UX in Silicon Valley.

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Scientists decode brain signals that recognises images

In Future, Image, Science by Fredy Ore

Scientists from the University of Washington have decoded brain signals at nearly the speed of perception for the first time — enabling the scientists to predict which images patients were viewing and when, with better than 95 percent accuracy.

We were trying to understand, first, how the human brain perceives objects in the temporal lobe, and second, how one could use a computer to extract and predict what someone is seeing in real timeRajesh Rao - Neuroscientist, University of Washington

Source: Kurzweilai

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Top 6 Predictions for Service Design in 2016

In Business Design, Design, Experience Design, Experience Strategy, Future, Product & Service Design by Fredy Ore

Erik Flowers predicts what we can expect from service design over the next 18 months.

  1. The medium of your brand will become irrelevant.
  2. Touchpoint design will not be enough to differentiate
  3. Holistic experiences require holistic organisations
  4. Customers adopt more fluid expectations
  5. Employee experience will become a design priority
  6. Building service design capacity will be essential

Image source: FB

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How a team completed a design sprint in 3 days

In Design, Experience Design, Product & Service Design by Fredy Ore

Michael Sueoka, writes on the InVision blog about how their team completed a 5-day design sprint in 3-days.

We couldn’t allocate an entire 5 days to this, so we had to fit it into 3 days—for only 2 hours each day. Our head of product, an intern, 2 engineers, and an ad operations personnel joined me for this 3-day design sprint.

  • Day 1: Digging into the problem
  • Day 2: Explore, explore, explore
  • Day 3: User study

sprint-diagram
Developed by Google Ventures, the Design Sprint is normally a five-day process for answering critical business questions through design, prototyping, and the testing of ideas with customers. It incorporates business strategy, innovation, behaviour science, design thinking all packaged into a battle-tested process that any team can use.

References: Forthcoming book, Sprints by Jake Knapp, John Keratsky, Braden Kowitz and the InVision Blog: Conducting yourself in a UX Research session

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5 ways Brands connect with Millennials on Social Media

In Brand, Digital Culture by Fredy Ore

Millennials have close to $200 billion in purchasing power each year, yet despite knowing the considerable value, few brands have discovered how to build meaningful relationships with millennials within Social Media.

Millennial-Hello

Lauren Friedman from Forbes shares 5 ways to reach Generation Y.

  1. Be transparent (and stand for something)
  2. Make positive brand experience a priority
  3. Focus on friends
  4. Get ready to rock personal experience
  5. Understand the expectations around the Internet of Things

Image Source: NewsCred

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A new banking App that Nudges you

In Design, Digital Culture, Digital Experiences, Disruption, Experience Design, Financial Services by Fredy Ore

HSBC are the first bank to provide an app that combines ‘nudge theory’ with customer data.

The app alerts customers on their spending habits such as how much was spent on groceries last week and informs them on how their spending or saving trends compare to others in the same income bracket.

A recent study by the London School of Economics and Politics, commissioned by HSBC, used behavioural science to explore the barriers people experience when trying to achieve their financial goals. It identified that leveraging technology, such as automatic messages, was key in encouraging people to meet their financial ambitions.