This slides give an introduction into human-centered design implemented into chatbots. By actively triggering intrinsic motivations of the users, higher retention rate can be achieved.

1. The Art of Building
Likable Chatbots
Gregor Jarisch
The Next Generation of
User Communication

2. What’s the
formula for a
great chatbot?
• It has a purpose that existed before
the chatbot
• The purpose is unambiguous
• Keep it small & simple

3. What’s
important not
to mess up the
development
part?
• Valuable
• Estimatable
• Small
• Testable

4. How to
motivate people
to use your
chatbot?
• Human-Centered Design
• People have to be intrinsically motivated
• …not through external rewards
• Motivations of your users will change
in their journey (!)

5. A users journey
through your
Product…
Discovery Onboarding Scaffolding Endgame

6. Discovery Phase
Purpose: Why would a user even try
out your product?
Motivators:
Impatience, Scarcity, Unpredictability,
Curiosity

7. On-Boarding
Phase
Purpose: Introduce the user to your
product, its purpose and is main
functionality
Motivators:
Development, Accomplishment

8. Scaffolding
Phase
Purpose: Apart from the main function,
what else does your product has to
offer?
Motivators:
Development, Accomplishment,
Empowerment of Creativity, Feedback,
Ownership, Possession, Social
Influence, Relatedness

9. End-Game
Phase
Purpose: When a user has tried all the
features in your product, why would
he/she continue using it?
Motivators:
Empowerment of Creativity, Feedback,
Loss, Avoidance

10. Processing
should be fun
& motivating

11. Processing
should be fun
& motivating

12. Processing
should be fun
& motivating

13. Book
Recommendation
for Human-
Centered Design

14. Tips for building
Chatbots for
Enterprises
• Keep it small and simple
• The best Chatbots are those who do one
thing, and this in a very effective way
• Automate conversations that your
users often have
• Useful chatbots are those which can be used
often
• Make early user testing
• A decent User Experience will decide over
success of your Chatbot

15. The Perfect
Dev Team
•Chatbot Developer
• Backend Developer, ideally experienced in
processing natural language (NLP)
•Dialog Designer
• Creative Writer, understands
Communication very well, expertise in
behavior psychology
• Chatbot Product Owner
• Elaborating & Prioritizing Features,
measuring business targets

17. github.com/labsai/EDDI
Developed with ♥ in Vienna
DockerHub
http://eddi.labs.ai
hub.docker.com/r/labsai/EDDI