Case: NLX Dialog Studio

Conversation, beautifully designed and built.

Context

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.

Strategy

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.

Strategy
UX

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.

Conversation Builder with a Split Node selected and a side bar editor open

Person uses Dialog Studio in calm surroundings indoors

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.

Analytics
Dashboards

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
Project Management
Ella Martin-Jones
Project Management
Jonathan Muth
Strategy
Kuba Węgliński
Design
PO
Erkal Selman
Development

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.

Diesdas is a company for digital clarity. We combine strategy, design and technology to cut through the noise and launch digital experiences people will tell their friends about.

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Over the years we’ve worked with clients big and small, from startups to global brands.

How we can help

We are your partner for all things digital. From start to finish – and beyond.

Strategy

Every company is at a different stage in their digital journey. We help you figure out what to make and how to make it.

Brand strategy

Digital brands are always evolving. We partner with you to define your company vision or to reinvigorate your existing brand strategy.

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Digital life has never moved so fast. We’ll partner with you to define how your brand and products should look, feel and behave to reach users and stand out from the crowd.

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There’s more to a brand than meets the eye. Visuals, interactions and products are all fundamental to shaping how people think and feel about your brand. It’s the connection you create with your audience.

Product design

The most loved digital products sit at the intersection of great to use and great to look at. Together, we’ll build something that hits the mark.

User experience and game design

Meaningful and fun experiences lead to lasting relationships with your audiences. We’ll guide you on how to keep them coming back for more.

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There’s an art to finding the right solution amongst endless possibilities. We’ll help you launch reliable and beautiful custom applications, sites and products.

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Team

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Healthy projects

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Beyond the brief

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