Conversation DESIGN Process
5-phases of my process
The goal of the conversation design is to keep 80% of customers going down by 20% of the dialog flow and increase CSAT.
01 | Discover
Project requirements (main objective, goals)
Context (type of business, existing solutions)
Technology (capabilities, limitations)
Target audience (customers, customer journeys)
Use case extraction
02| Ideate
Bot/assistant (voice of the brand) & user persona creation
Conversation design canvas (human & assistant behavior)
Flowcharts (decisions based on conversational logic)
Sample dialogue (mentalize the conversation through context)
03| Prototype
Happy path dialogue design (conversational copywriting)
Response design (inclusive content, error handling, repair flows, and prompts) *acknowledgment, confirmation, and prompts
Language model training (writing scripts for intents, adding synonyms to entities, slot filling)
04| Test
Wizard of Oz testing (script validation, inclusive design)
User feedback collection & sourcing for training phrases to refine the model
05| Refine
Feedback is the lifeblood of NLU product improvement. It must be analyzed, prioritized, and properly presented to the development team for fast implementation:
Re-training the model (based on collected utterances, add 20-30 phrases to an intent)
Implementation of custom functions
“We want to be inclusive in both how we speak, but also in how we respect people’s linguistic preferences.”