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Conversational Design

Article by Sudarshan Sahu
  • Accessibility, Artificial Intelligence, Customer Experience, Defining AI, Design, Usability, UX Education, UX Magazine, Visual Design, Voice & Natural Language
IDEAS IN BRIEF
Conversational Design
  • The author defines “conversational UX as a user experience that combines chat, voice or any other natural language-based technology to mimic a human conversation.”
  • The author looks at the following conversational UX Principles:
    • Affordances
    • Signifiers
    • Feedback
  • Conversational user interface & principles:
    • Cooperative Principle (discover hidden intentions)
    • Turn-Taking (give users a space to interact)
    • Context-aware (in context / out of context)
  • While designing virtual assistants, the author suggests taking two things into consideration:
    1. How to set user expectations and educate users about what their assistants can do
    2. How to help these users
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Personas — Training Wheels

Article by Lindsey Wallace
  • Customer Experience, Design, Personas, Usability, UX Education, UX Magazine
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Personas — Training Wheels
  • Personas can help build an organizations’ capacity to imagine the people who use and interact with their products.
  • The author’s take on what’s useful about personas:
    • Personas help teams build a shared language to argue with when they have to work together.
    • Personas can show teams when they need to think with a higher level of specificity.
    • Using personas helps teams create hypotheses about who our users are and what matters to them.
    • Personas give a framework that helps cross-functional teams easily understand research insights and implications.
  • Personas need never replace research, but they can be a useful tool to begin to value them enough to bring their individual success or failure into designers’ decision-making.
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How To Make CX/UX Agile In 5 Steps

Article by Debbie Levitt
  • Customer Experience, Design, Design Theory, Usability, UX Education, UX Magazine
IDEAS IN BRIEF
How To Make CX/UX Agile In 5 Steps
  • Debbie Levitt suggests her 5 steps to transform however you’re doing Agile towards Customer-Centric Agile:
    1. Hire fully qualified CX and UX pros to do CX and UX work
    2. Hire CX/UX at a nearly 1:1 ratio with engineering
    3. Kill most meetings, five UX decision-making autonomy
    4. Estimate time and plan
    5. Tri-Track Customer-Centric Agile
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The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards

4.29 average rating

The potential of conversational AI has still to be fully embraced. Nevertheless, it’s already possible to foresee some of the strategic opportunities of its large-scale deployment. In this article, Jordan Ratner gives an insightful perspective on the transformative power that conversational AI has and how it’s going to shape the future of organizations.
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The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards
  • By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
  • One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
  • As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it’s also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.
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A Six-Minute Breakdown of Gartner’s Top Conversational AI Platforms

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There’s a ton of noise, promises and exaggerations flying around. Here’s a breakdown of the sixteen conversational AI platforms in Gartner’s 2019 Market Guide.

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Case Study: UX Research On How Can We Better Understand The Way People Travel?

  • Accessibility, Customer Experience, Usability, UX Education, UX Magazine

A first user research project on how to better understand the way people travel

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Case Study: UX Research On How Can We Better Understand The Way People Travel?
  • The author unpacks the behavioral change that the pandemic created for people planning vacations, and he provides solutions for traveling safely.
  • Stage 1 of the design process:
    • Quantitative/Secondary Research
    • Analyzing insights from the virtual users
  • Stage 2 of the design process:
    • User sets
    • User Personas
  • Stage 3 of the design process:
    • Ideation
  • Major takeaways from this project:
    • Unlearn to be perfect, iterate and test our work with the users
    • Research is where the real answers can be found
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Case Study: UX Research on How can we better understand the way people travel?

Digital = Physical

  • Artificial Intelligence, Customer Experience, Design, Design Theory, Usability, UX Education, UX Magazine

Green Design Principles that every designer can use to combat climate change

IDEAS IN BRIEF
Digital = Physical
  • Recent Microsoft’s Green Design Principles can prevent us from fueling a climate crisis:
    • Get started backpack on digital sustainability — the climate crisis doesn’t happen in a vacuum, big change starts small, talking about climate can be hard, digital is physical
    • Think bigger before you start — challenge the status quo, put care first
    • Build better by default — optimize, transparent, adaptable
  • “The Cloud” doesn’t exist — every design has physical implications and this one is a massive warehouse causing the environment harm.
  • Well-intentioned designs often result in unintended consequences that’s why designers need better ways to visualize their impact.
  • Designers can train AI in order to preserve the planet by employing the energy-intensive cloud and the AI it enables to understand environmental impacts.
  • Some of the most engrained paradigms of the tech industry are the least sustainable and product makers need new ways of working.
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Scaling a UX team

  • Customer Experience, Design, Team Dynamics, Usability, UX Education, UX Magazine

Essential tips on scaling a UX team of professionals.

IDEAS IN BRIEF
Scaling a UX team
  • Scaling a UX team requires not only navigating a lot of change, improving processes, around onboarding and training, but also having a clear plan in mind for scale.
  • The author suggest ways to scale a UX team:
    • Maintain the culture
    • Increase peer viewing
    • Balance experience
    • Promote within
    • Focus on entry level improvement
    • Protect the T-shaped specialists
    • Keep collective goal setting
    • Always communicate
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Scaling a UX team
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