Conversational UI - How It's Changing the Game for UX Writers!

As technology advances, so does how we interact with it. One significant development in recent years has been the rise of conversational user interfaces (UI) - interfaces that allow users to interact with software or devices using natural language, just like conversing with another person.

Conversational UI has gained popularity in various applications, such as chatbots, virtual assistants, and voice-activated devices like smart speakers. But how does Conversational UI impact UX writers responsible for creating the content and messaging users interact with? Let's explore how conversational UI affects UX writers and how they can adapt their writing for this new frontier.

Writing for a Human-like Conversation

Conversational UI is designed to mimic human conversation, which means UX writers need to craft content that feels natural and conversational. This includes using everyday language, avoiding jargon, and considering the tone of voice that aligns with the brand or application.

For example, a chatbot designed for a customer service application may adopt a friendly and helpful tone. In contrast, a voice-activated assistant for a medical application may require a more formal and authoritative tone. UX writers must ensure that their content sounds like a conversation with a natural person, providing relevant and valuable information that users can easily understand and respond to.

Anticipating User Input

In a conversational UI, users input their queries or commands using natural language, which may sometimes be unclear or specific. UX writers need to anticipate how users phrase their questions or commands and provide responses that address the various possibilities.

For example, a weather chatbot may need to understand different ways users ask for the weather, such as "What's the weather like today?", "Will it rain later?" or "Do I need an umbrella?". UX writers should consider different ways users may phrase their queries and create content that can handle these variations effectively.

Guiding Users through Conversations

Often, conversational UIs involve multi-turn conversations, where users and applications exchange multiple messages to accomplish a goal. UX writers must guide users through these conversations and ensure the content flows logically and coherently. This may involve providing prompts or suggestions to help users understand what options or actions are available.

For example, a travel booking chatbot may ask users questions about their destination, travel dates, and preferences and provide suggestions or options based on their responses. UX writers must create content that smoothly leads users through the conversation and helps them achieve their objectives.

Writing for Voice-Activated Devices

Voice-activated devices, such as smart speakers, have become increasingly popular, and conversational UI plays a significant role in their functionality. UX writers need to consider the unique challenges of writing for voice-activated devices, where users interact purely through voice without any visual cues. This may involve using descriptive and concise language, avoiding long sentences, and providing clear and actionable responses.

For example, a smart speaker may give step-by-step instructions for a recipe, read out news headlines, or answer questions about general knowledge. UX writers need to create easily understandable content when spoken aloud and convey information effectively without relying on visual elements.

Iterative Content Updates

Conversational UI is a dynamic and ever-evolving field, with applications continuously improving based on user feedback and data analysis. UX writers need to be prepared for iterative content updates, where they can constantly refine and improve the content found in user interactions and feedback. This may involve analyzing user queries, identifying areas where users may face difficulties, and making content updates to address these pain points. UX writers must work closely with the development team and use analytics and user feedback to optimize the content for conversational UI best practices.

In conclusion, Conversational UI is transforming the way users interact with technology, and UX writers play a crucial role in crafting content that creates seamless and engaging conversations. Writing for conversational UI requires considering the nuances of human exchange, anticipating user input, guiding users through multi-turn conversations, and adapting content for voice-activated devices. It also involves iterative content updates based on user feedback and data analysis. By understanding conversational UI's unique challenges and opportunities, UX writers can create content that enhances the user experience and ensures a delightful and intuitive conversation between users and applications.

References:

Babich, N., & Kuznetsov, G. (2022, February 14). Everything you want to know about creating voice user interfaces. Smashing Magazine. Retrieved April 22, 2023, from https://www.smashingmagazine.com/2022/02/voice-user-interfaces-guide/

Dam, H. van. (2020, December 31). How to write winning dialogue for conversational UI 💥. Medium. Retrieved April 22, 2023, from https://chatbotsmagazine.com/how-to-write-winning-dialogue-for-conversational-ui-26744031dd65

Pearl, C. (2017). Designing voice user interfaces: Principles of conversational experiences. O'Reilly.

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