Ultimate Guide to Chatbot Design: A Living Doc
Stefan Kojouharov, February 26, 2017
After looking at over 15 Billion Messages, talking with many of the top analytics companies, strategic partners, as well as looking at Chatfuel’s internal data we have been able to narrow down the characteristics of good design vs bad design.
Often times bot creators make a number of critical errors when designing their bot. In some cases, they might have a great use case, a good user experience but because of a few design errors, the entire experience falls apart. It can be like having an awesome meal with an old wine. Such nuances, can literally make or break your bot.
After looking at the data, we noticed that it naturally fell into 3 categories: critical problems, things users want, and major areas of opportunity. Features were ranked based on severity and frequency and color coded. Our hope is that we can begin checking off these errors and adding new ones as bot makers read this and improve their bots. For this reason, this will be a living document! You should save and reference this often as it will change, as bots change.
3 Types of Problems
General usability problems fall into 3 categories:
RED = Critical Features your Bot Must Have
Some of these are obvious, however they happen with such frequency that we had no choice but to add them. You should start here and move down the list. If you have any RED/Critical errors, you should address them right away!
Orange = Important Features Users Want
This is the next most important category… These are features users want which will dramatically improve your bots user experience. Look at your data and begin addressing these issues based on your particular situation.
Green = Features Users will Love
This is where you beat your top competitors! The nuance is here and the opportunity to really have a good bot starts here. Your goal, your aim should always be to delight your users.
Evolution of this Document
Over the past year bots have evolved in a major way. Just think about all of the features Facebook alone has added. In the near future many more new features and abilities will be added to bots. As bots evolve and get better over time, this document will also evolve to reflect the reality. We expect that this document will be completely different in a few months.
This document is a living document and you are welcome to make comments, ask & answer questions and share insights within the doc. If you have any topic suggestions or areas of concern, please do so in the comments below and we will take a look!
This will be an awesome way to learn and interact with the community and meet other bot developers.