What are the best practices for designing and testing conversational interfaces for consumer services?

1 Understand the user needs and goals

The first step in designing a conversational interface is to understand who your users are, what they want to achieve, and how they communicate. You can use methods such as user interviews, surveys, personas, scenarios, and user journeys to gain insights into your target audience. You should also define the scope and purpose of your conversational interface, and how it fits into the overall service experience. For example, is it a standalone service, a complement to a website or app, or a part of a multi-channel strategy?

2 Design the conversation flow and logic

The next step is to design the structure and logic of the conversation between your interface and your users. You should map out the possible paths, branches, and outcomes of the interaction, and how the interface will handle different user inputs, intents, and contexts. You should also consider the tone, style, and personality of your interface, and how it will match your brand identity and user expectations. You can use tools such as flowcharts, scripts, or conversational design platforms to create and visualize your conversation flow and logic.

3 Prototype and test with real users

The third step is to prototype and test your conversational interface with real users. You should create a low-fidelity or high-fidelity prototype, depending on the stage and complexity of your design, and use it to simulate the conversation with your users. You can use methods such as usability testing, user feedback, analytics, or A/B testing to evaluate the performance, usability, and satisfaction of your interface. You should also monitor and measure the key metrics and goals of your interface, such as completion rate, error rate, engagement rate, or customer satisfaction.

4 Iterate and improve based on feedback

The final step is to iterate and improve your conversational interface based on the feedback and data you collected from the previous step. You should identify the strengths and weaknesses of your interface, and prioritize the areas that need improvement. You should also test your changes and modifications with your users, and compare the results with the previous versions. You should repeat this process until you reach a satisfactory level of quality and functionality for your interface.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?