Case: NLX Dialog Studio
Conversation, beautifully designed and built.
The NLX Dialog Studio is a dynamic chatbot conversation builder used (and loved) by developers and CX designers at companies like Red Bull, Zeel and Copa Airlines.
Our friends over at NLX needed guidance on how to reshape Dialog Studio’s product experience for both expert users and people about to design their first conversation. We conducted a UX and functionality analysis to identify a clear path forward.
A complex product requires a strategic, refined approach. We cross-referenced user and stakeholder interview feedback with market analysis, helping us highlight key focus areas for product improvements. Together with the NLX team, we identified one feature that would create the most impact for the overall user experience: the Conversation Builder.
Chatbots are built to ask the right questions. A good chatbot experience directs customers quickly and simply to the answers they’re looking for. The process behind this is called building conversation.
The Conversation Builder is Dialog Studio’s most used feature. It allows customer care teams and experts to create AI-powered chatbot experiences. Previously, this was done through a tree-based, linear structure.
In the new Conversation Builder, a graph-based interface enables users to more intuitively map out a conversation’s pathways and steps. They can freely create, select, duplicate, delete, connect, move and stack conversation building blocks and elements. Additionally, we leveraged contextual menus and added keyboard shortcuts. For a CX designer or developer using the Conversation Builder, this means more flexibility, control and visibility. For customers engaging with the chatbot, it translates into a seamless and satisfying experience.
When editing multiple resources simultaneously, users typically had to leave the Conversation Builder page, resulting in an inconsistent user journey. To prevent this, we introduced a floating navigation bar that would provide access to all pages at any time. We also grouped functionalities into tabs to enhance the information hierarchy.
Our UX research revealed that users were struggling to build or test end-to-end flows in the old Conversation Builder. Usually, they would design the flow in an external tool, transfer it into the studio canvas, and then deploy the full flow in order to access the tool’s testing mode. This process lead to flow errors that were hard to pinpoint.
In the new Conversation Builder, users can build, test, and analyse their flows from one view. The intuitive real-time testing feature reduces chatbot development time significantly for both new and experienced users.
Tracking the performance of live conversational flows is critical to maintaining, and leveraging the customer experience benefits of a chatbot.
We developed customisable analytics tools to allow users to build their own dashboards. Companies manage and manipulate the data they need to ensure their customers are receiving the right resolutions to their queries.
Team
- Christina Breuer
- Ella Martin-Jones
- Jonathan Muth
- Kuba Węgliński
- Erkal Selman
Deliverables
- Research & Insights
- Product Canvas
- Design Direction
- UX Design
- UI Design
- Front-end Development of Graph Editor
Dialog Studio: your go-to to tool for designing conversation.