Consumer products, Contextual User Studies, Customer Experience, Information Design and Architecture, Interaction Design, Product design, Product Releases and Redesigns, Usability, Voice & Natural Language
A case study on how Booking.com leveled up its UX through trial and error.
Introducing Voice Search Experience at Booking.com
The author demonstrates the showcase of introducing a voice search experience at one of the global online travel companies – Booking.com.
The article leads us through every stage of shipping a product using machine learning and a new UX and interaction:
A product discovery process for user requirements led to the initial step in creating conversational interaction and prioritizing MVP features.
After that, the team matched the list of software and algorithmic parts to either already-existing or yet-to-be-built capabilities.
The next step is to establish a taxonomy of relevant user journeys and intents (actions we should support and map to the appropriate app screens and inputs).
The design and initial interface for the app’s home screen were created as the final step to enable users to conduct any post-booking or search action using voice commands.
There is always room for improvement when introducing an innovative experience. Constant work in research and development is a key to a smoother and more individualized experience through a better understanding of intents.
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.
The author gives his perspective on OneReach.ai as the top scorer in the Gartner 2022 report.
The author believes OneReach.ai to be one of the most granular no-code environments that support an exceptional degree of fine tuning.
The author refers to the platform as an orchestration canvas, where multiple processes can be orchestrated for multi-dimensional customer service, and gives some details on how the platform works as a single front-door for customers.
Cobus Greyling explores two cautions from Gartner about the OneReach.ai platform.
He concludes that voice is a strength of OneReach.ai and the company has extreme focus on customer experience, and orchestrating experiences
Accessibility, Artificial Intelligence, Conversational Design, Customer Experience, Design, Interaction Design, Technology, Technology for the Common Good, Usability, UX Education, UX Magazine, Voice & Natural Language
Typing search queries is gradually becoming an outdated artifact of the past and voice tech is becoming more useful and promising by the day. So what other prospects await for voice tech and why is it so special? We’re about to find out!