Understanding the
Conversation Design Process

2. External Strategy Workshop

  • Use a small team: Lead Designer, Business Analyst, Project Manager

  • Meet the client, face-to-face

    • Onsite is strongly preferred

      • Promotes productive interaction and informal “breakout” sessions

  • Establish project goals

    • Client’s business goals (high-level)

    • Project team’s design goals

    • End user’s goals

  • Keep the focus on the User Experience

    • Technical “how-to” details come later

  • Establish design / tech direction & strategy

    • ASR, TTS

    • Bot personality, tone, and any “brand ambassador” requirements

    • Filler audio

    • NL requirements

    • Common utterances

    • Patterns, transcripts, etc.

  • Establish metrics

    • What problems are we solving?

    • How will we know if we have solved them?

    • How will we measure success?

    • Who will need and use these metrics, and how / why will they use them?

  • Crete the Conversation Design Strategy Document

    • This is an exit criterion for this phase

    • Documents all decisions made during the workshop

    • Estimated delivery: 2 business days following end of workshop