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Article by Robin Fransz
7 min read
How Good User Experience Design Can Help to Solve Some of the Most Troubling Matters in Our Relationship with the Internet
  • The Internet has helped us advance significantly in various directions but it also shortened our attention span and gave us the overwhelming feeling of being always on.
  • The author brings up the problem of the Internet impact on people’s lives and believes bad design to be the reason.
  • The author considers Netflix losing subscribers and Disney+’s Obi-Wan Kenobi not getting the expected iMDB score good examples of bad UX design.
  • The problem of being overwhelmed, dependent on technology and even bigger problems like the depression it can cause can be solved by focussing on good user experience design.
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Article by Nadia Roumani
15 min read
Integrating Co-designers with Lived Experience
  • The author talks about how the Stanford d.school’s Designing for Social Systems Program decided to take a different approach to workshopping — a co-design approach.
  • The author shares advice for adopting this approach:
    • Establish practices to include co-designers with lived experience
    • Use a virtual format as it allows for remote collaboration and broader reach
    • Lay the groundwork well in advance
    • Be flexible with your process, tools, and timing
    • Work with partners with deep ties in communities to engage potential co-designers with lived experience
    • Provide an honorarium for co-designers’ time and expertise
    • Ensure other design team members are aware of power dynamics and biases
    • Put the challenge into historical context
  • The article also covers reflections from other сo-designing сommunity members on their experience and how social sector leaders reflect on collaborating with co-designers.
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Article by Jennifer ODonnell
6 min read
Nova: A Modern Publication for the Sexy Nerd
  • The article covers the creation of an online magazine,“NOVA” — a publication focused on spicing up the life of female professionals.
  • The author shares process notes and perspective from each of the project phases:
    • Research (qualitative research, competitor analysis, interviews, quantitate research)
    • Card Sorting
    • LOW-FI (wire framing)
    • MID-FI (edits)
    • Branding (colors, font, voice&tone, mood board)
    • Hi-Fi
  • Lessons and learnings from the project:
    • Mind spacing, especially margins
    • Balance between creativity and function in every design
    • Know when enough is enough
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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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13 min read

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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11 min read

Designing a chatbot personality? Here are some tips that might help you do it.

How to Design a Chatbot Personality
  • The author believes personality to be the number one factor for increasing user engagement. And though your chatbot may be simple and basic, the people interacting with it tend to assign it a personality.
  • Unlike websites and mobile apps, which are designed to deliver the same experience for everyone, chatbots interact with people on a one-to-one basis.
  • The author suggests the following steps for designing a chatbot personality:
    • Start with the chatbot’s role
    • Flesh out the job description
    • Select your chatbot’s gender
    • Select your chatbot’s age
    • Create a thumbnail biography
    • Give your chatbot a name
    • Visualize your chatbot
    • Bring it to life!
  • Following this same procedure for every chatbot gives you enough of a foundation to then have the chatbot “take” a personality assessment test and then it’s just a matter of applying the personality type to your chatbot through the use of dialogue and emojis.
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9 min read
How to Design a Chatbot Personality

While methods and processes remain important, what is essential for changing how we design is having a commitment to an objective, a mindset, a motivation that can help us reflect on and critique how we do our work. 3 big critiques of commonly held assumptions that drive the design process and the corresponding mindset shifts that are emerging around these critiques. 

The Future of Expertise in Design: Reimagining How I Show Up as an Expert in the Design Process
  • While methods and processes remain important, what is essential for changing how we design is having a commitment to an objective, a mindset, and a motivation that can help us reflect on and critique how we do our work.
  • Assumptions for expertise in design:
    1. Design impact is the value exchange with the people we learn from in research.
    2. Co-design gives people agency in the design process
    3. A beginners’ mindset helps us see challenges with fresh eyes
  • The author explores three shifts that make him reimagine how he shows up as an expert and decision maker:
    • Shift #1: Go from transactional to mutually beneficial engagement in research.
    • Shift #2: Move from gathering participant feedback to being participant-guided.
    • Shift #3: Instead of focusing on people, focus on people in systems.
  • Сommunity-led design methods give designers an opportunity to reimagine how their expertise and skills can be more meaningful.
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10 min read
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Is delivery really more important than strategy? And what if “strategy is delivery”? Here is what we’re about to find out. 

Strategy is Delivery. What I Learned About Designing Digital Services Last Year.
  • The article covers the following questions:
    1. Why delivery is so important?
    2. Why product thinking is not the enemy of service design?
    3. How can agile help service design?
  • The author unpacks her key learnings from the past year:
    • Nothing is more important than delivery, not even strategy.
    • Build product-first in order to design for end-to-end services.
    • Service design is bad at implementation, agile will help remedy it.
    • Support the growth of Product Owners and get your MVP definitions right.
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13 min read
Strategy is delivery. What I learned about designing digital services last year

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