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Rewriting Customer Service with Conversational AI

  • Artificial Intelligence, Conversational Design, Customer Experience, Design, Usability, UX Education, UX Magazine, UX World Changing Ideas

Take a deep dive into Gartner’s evaluation of the most important attributes of enterprise conversational AI platforms for customer service from their new Critical Capabilities report. We’ve also got learnings from the top ranked platform’s real-world orchestration of conversational AI, which allowed one national retailer to prop up a new call center and cut their inbound traffic by 50% in just ten weeks. 

Article by UX Magazine Staff
IDEAS IN BRIEF
Rewriting Customer Service with Conversational AI
  • Conversational AI is an inevitable market state and enterprises are in hot pursuit of platforms that will enable them to successfully orchestrate the associated technologies—like NLU/NLP, code-free design, RPA, and machine learning. Gartner’s 2022 Critical Capabilities for Enterprise Conversational AI Platforms report is the first of its kind, providing a comprehensive breakdown of the technical requirements for entering this new paradigm for productivity.
  • The best way to succeed in customer service applications of conversational AI is by incorporating a broad range of channels (touching on every possible way a customer might try to engage with a business) as part of an open system that allows for integration with tools and solutions from other vendors and involves human agents in its operation and evolution.
  • Flexible open platforms allow businesses to rapidly identify and capitalize on the massive opportunities conversational AI brings while adapting their own operations around the fluctuating nature of the associated technologies. In essence, future-proofing their operations.
  • The highest-ranking company in the Customer Service Use case was OneReach.ai. Using their platform for conversational AI, a large national retailer was able to create a new call center and cut their inbound traffic by half in just 10 weeks.
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7 min read
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Dealing with Impostor Syndrome as a User Researcher

  • Behavioral Science, Customer Experience, Design, Design Theory, Emotion, Empathy, Human factors, Research Methods and Techniques, Usability, UX Education, UX Magazine

Feeling like a fraud? Everyone can experience impostor syndrome when trying something new and user researchers aren’t an exception. However, there are ways to ease this feeling and embrace the fear of failure. It’s time we started dealing with impostor syndrome. Let’s find out the ways to do that.

Article by Nikki Anderson
IDEAS IN BRIEF
Dealing with Impostor Syndrome as a User Researcher
  • Nikki Anderson-Stanier, Founder at User Research Academy, shares her perspective on:
    • Their definition of imposter syndrome
    • Author’s experience of managing impostor syndrome throughout her career
    • Ways impostor syndrome manifests in user research
  • There are some ways to ease the feeling of being an impostor and embrace the fear of failure:
    • Try a different method or push yourself to present research in a new way.
    • Learn how to take feedback in stride.
    • Own and celebrate your achievements.
    • See yourself as a work-in-progress.
    • If you don’t know, ask for help.
    • Remember you are the expert on this subject.
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6 min read
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Operator Overloading: An Approach To Ideation

  • Customer Experience, Design, Design Theory, Usability, UX Education, UX Magazine, UX World Changing Ideas

While brainstorming, it is always a good idea to think of as many ideas as possible in the initial stage. Check out one more technique — an “Operator Overloading” approach that might diversify your ideation processes.

Article by Nahush Farkande
IDEAS IN BRIEF
Operator Overloading: An Approach To Ideation

  • The author identifies the term “Operator Overloading” in this context as a brainstorming approach when coming up with product ideas.

  • The steps taken in this approach are as follows:

    1. Jot Down the steps involved in the current process
    2. List the operators in each step.
    3. Make a collection of all the operators from the previous step.
    4. Try to think of optimizations for each operator.

  • The author gives 3 examples of “Operator Overloading” in action:

    1. Prompt: Design an iPad case for a doctor’s office.

    2. Prompt: Design a better way to remember which page you are on in a book.

    3. Prompt: Design an easier way to carry groceries without a carю

  • While the ideas generated using “Operator Overloading” technique might not always be optimal, it can serve as a good starting point in the initial stages of ideation.

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4 min read
Operator Overloading: an Approach to Ideation

Listening To Users: On How To Make a Professional Standard

  • Customer Experience, Design, Strategy, Usability, UX Education, UX Magazine

Who said that design isn’t trendy in government land? Learn more about how you can professionally approach the concept of ‘listening to citizens’ in your organization by making good standards.

Article by Maike Klip
IDEAS IN BRIEF
Listening To Users: On How To Make a Professional Standard
  • The article covers how you can professionally approach the concept of ‘listening to citizens’ in your organization by making good standards.
  • The author set up a feedback loop between citizens, government counters and policy in an organization and discovered the following perspectives that build up on each other, like a pyramid:
    • Strategy
    • Quality
    • Information flows
    • Structure
    • Culture
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Listening to users: on how to make a professional standard 

Deep Analysis in UX Research: Ethnography as an Approach Not Method

  • Customer Experience, Design, Remote Research, Research Methods and Techniques, Usability, UX Education, UX Magazine

Despite the evangelizing efforts of industry thought leaders, the qualitative research methodologies of academia is not the ethnography that is practiced in the private sector. So how do we apply ethnographic research in the private sector as an approach and not method? — Great question. Read to find out.

Article by Ender Ricart
IDEAS IN BRIEF
Deep Analysis in UX Research: Ethnography as an Approach Not Method
  • The author considers ethnography in the private sector to be a goal-oriented approach that can be applied to many different kinds of qualitative research.
  • Ethnographic research is about understanding the nexus of knowledge, belief/perception, culture, and power; specifically what facets of these elements come to bare on one’s interaction with said product or service to form their lived experience.
  • The ethnographic approach of deep analysis lets you assess hypotheticals through contextualizing conditions of possible use within relevant underlying value systems, knowledge, perception that truly frame and form a user’s behavior.
  • The authors demonstrates application of ethnographic approach and deep analysis in the example: New Game Console Controller Form Factor.
  • The author’s analysis uncovered the following:
    • Inherited mental models introduced friction.
    • There are already a host of innovative designer controllers available to use even for the game console in question.
    • Game studios have ownership of game control settings.
    • Among the user populations evaluated, one segment in particular had an above average engagement with exclusively “new” video games.
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Deep Analysis in UX Research: Ethnography as an Approach Not Method

How Systems Thinking Unlocked More Creativity Than I Could Ever Dream Of

  • Behavioral Science, Customer Experience, Design, Design Tools and Software, Usability, UX Education, UX Magazine

Systems thinking is popular in fields like: economics, psychology, ecology, computer science and many others. Learn more about it as a tool for predicting future outcomes and being creative.

Article by Robin Fransz
IDEAS IN BRIEF
How Systems Thinking Unlocked More Creativity Than I Could Ever Dream Of
  • In author’s view, the ultimate problem to solve for a designer is building a believable world and figuring out life itself.
  • The author shares his insights on the following ideas:
    • Information is everywhere.
    • Optimising your workflow is one of the most important things as you progress.
  • The author gives a concrete example of creating a systems thinking environment.
  • Systems thinking is like a muscle you can train — it helps you create a holistic overview that analyses a system as a whole and its relationships.
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How Systems Thinking Unlocked More Creativity Than I Could Ever Dream Of
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