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UX World Changing Ideas

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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. 

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
Rewriting Customer Service with Conversational AI - article image

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.

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

Learn 5 foundational tips on how to create better learning experiences for the EdTech industry.

5 Ways to Design Better EdTech Products with UX
  • The author unpacks 5 foundational tips to help UX designers create better learning experiences for the EdTech industry:
    1. Don’t design for EdTech. Design for education, using technology.
    2. Co-create with your learning community.
    3. Learn to speak business.
    4. Look outside of EdTech for inspiration.
    5. Diversify your experiences.
  • Designers need to remember that advancing the quality of UX design and advancing the industry standards themselves is a shared responsibility.
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8 min read
5 Ways to Design Better EdTech Products with UX

Future designers need to learn, un-learn and reskill in order to keep up with the ever evolving tech industry. Here are some 2022 trends that might help.

Design Trends 2022 (and beyond)
  • Future designers will need to continuously learn, un-learn and reskill to adapt to the ever evolving tech industry
  • Things to expect from design in 2022:
    • Demystifying UX
    • Striking Simplicity
    • Colorful impact!
    • 3D
    • NFTs
    • AR/VR/ Phygital Tech
    • Web 3.0
    • Remote Working
    • Behavioral Design
    • Neurodesign
    • Sustainability
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8 min read
Design-Trends-2022-and-beyond-article

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