76 Posts about
UX

Using Chatbots to Triage Live Chat Customer Needs

24th October 2018
Posted by in Brain Bites: 2 Minute Insights
Tags: ,

Conversational interfaces (voice assistants and chatbots) have not lived up to their launch hype, due to how hard it is to design and build conversations which obey the subtle nuances of human communication and language.

However, these technologies – when they are implemented knowing their limitations – are still valuable when designing multi-channel experiences. We’ve user tested chatbots which have been designed to answer simple questions where possible, and to gather all the information a live chat agent will need to answer more complex ones.

A well-designed chatbot can effectively triage or sort customers, helping some immediately and reducing the time that an agent needs to deal with others.


What “Good” Looks Like in Usability Testing: Rolf Molich is headlining our next workshop!

13th August 2018
Posted by in Events
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Have you performed usability testing on your website, app or service? If not, then you should! And if you have, how do you know the tests you’ve performed will provide insightful, actionable results?

In our fourth quarterly workshop, UX guru Rolf Molich (owner, DialogDesign) will discuss what good, objective usability testing “looks like”, using results from CUE-10. Rolf is one of the pioneers of usability: he is Vice President of the UX Qualification Board, which develops and maintains the CPUX-certification, and is the co-inventor of the heuristic evaluation method (with Jakob Nielsen). Needless to say, we’re thrilled he’s on board.


UX On The Front Line – Workshop Recap

18th June 2018
Posted by in Events
Tags: , , ,

Sometimes, it can feel like a battle to advocate for a practice that isn’t easily understood (or is often misunderstood), even if it can greatly improve your business’ product, site or service. User Experience is a great example of this; most people get that it’s a “good thing”, but few organisations actually go about actioning UX-focused practices or projects.

That’s why we invited five UX evangelists to speak at our latest workshop, UX On The Front Line, sharing their experiences of implementing UX within their organisation, using either a specific project or things they’ve learned throughout their career as examples.


Hear From Leading UX Advocates at Our Next Workshop, UX On The Front Line

3rd May 2018
Posted by in Events
Tags: ,

We’ve gathered a group of leading UX advocates to share the challenges they’ve faced, how they gained buy-in from stakeholders, the systems and processes they use and the successes they’ve had.

UX On the Front Line is taking place on 14th June and promises to be an enjoyable, interactive afternoon for those who attend. Read on for the details, or get in touch if you’d like a ticket!


8 Ways You Can Build Trust Through Design

A couple of weeks ago, I attended a meet-up in London run by the Service Design Network, where we discussed how we can improve the way we design for those who are vulnerable, as well as how to build trust through design.

Building trust is not an easy task – but if businesses aren’t able to achieve it, or lose it, the results can be fatal (you only need to look at the recent news about Facebook to grasp the impact that loss of confidence can have).


What Makes A Good UX Designer?

28th March 2018 - This post has 2 comments
Posted by in Brain Bites: 2 Minute Insights
Tags: ,

In a world with an ever-increasing number of UX designers (as well as ever-increasing confusion about what “UX” actually entails), how can you tell the good from the bad? What are the things you need to look out for, and the things to avoid? Don’t worry; we’re here to help! Here’s a list of key UX skills and some top tips for identifying them.


Bunnytalking With Beano Studios: How To Design an Award-Winning Experience

Last night, we were lucky enough to have James Nation, Head of Design and UX at Beano Studios, visit our London office to talk about how he and his team designed their award-winning website.


We’ve Trained 200 People! A CPUX Course Milestone

1st March 2018 - This post has 1 comment
Posted by in Brain Licks: 10 Second Wisdom
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We’re thrilled to say that, as of this year, we’ve hit a milestone: over 200 people will have taken our Certified Practitioner of User Experience (CPUX) courses!


UX Trends – Workshop Recap

The word ‘trendy’ usually brings to mind one of two things: older people trying desperately to keep up-to-date with current fads, or someone who has a willingness to follow, rather than lead. It’s true: blindly following trends – in your personal and professional life – because of your peers, colleagues or competitors is rarely a good thing to do.


Designing Chatbots: A Guide

When people think “chatbot”, it’s often not in a positive way. People conjure up images of themselves frustratingly sat by their laptop, as the conversational UI they’ve been speaking to replays the same error message over and over again. And that is certainly the case sometimes – chatbots designed by Facebook for their Messenger platform had a 70% failure rate only last year – but it doesn’t have to be.


About Bunnyfoot

We are psychologists, interaction and design experts, researchers, usability specialists. We cover Web, software, mobile, print, service design and more.
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