10 Minute Talk

November 12, 2021

13:50

ESP

Chatbots from scratch ✏️

Laura Biondo

User research is a series of processes that aim at getting to know the user, understanding the business and providing information that is essential for the entire process of developing a product or service. We focus on users because they are the ones who will make use of the product or have the experience. Moreover, because we are not them. We may have knowledge on the matter but that does not suffice to develop and design a good system, product or service. Besides the user interviews, there are other steps in the process of creating a VUI. From creating a system persona, establishing the voice tone, deciding if building an avatar or no, to error handling and designing dialog flows. Developing a well-defined system personality is essential to guarantee a coherent user experience able to make users trust your system. The goal in creating a persona is nor fooling the users making them believe they are interacting with a human being, but only making the most of that communication system all users learnt first and know better: conversation.

Laura Biondo

Service Designer - Organization of Organizations

(They - Them)

Graphic Designer from the University of Buenos Aires (UBA) - School of Architecture, Design and Urbanism (FADU). Postgraduate in Marketing at the Catholic University of Argentina (UCA). Postgraduate professor in Marketing for the Services module since 2019. She is currently pursuing a Master's degree in Human-Computer Interaction at the University of Trento, Italy. User Experience (UX) Designer at Globant since 2016 and Design reference in the area of Conversational Interfaces (CUI). Working in agile multidisciplinary teams in banking, retail, healthcare, telecommunications, B2B-B2C eCommerce, and virtual wallets.

Service Designer - Organization of Organizations

(They - Them)

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