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You're reading from  101 UX Principles – 2nd edition - Second Edition

Product typeBook
Published inMay 2022
PublisherPackt
ISBN-139781803234885
Edition2nd Edition
Concepts
User Experience
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Author (1)
Will Grant
Will Grant
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Will Grant

Will Grant is a British UI/UX expert and a digital product designer. He is a web technology entrepreneur with over 25 years' experience, leading teams (and products) at the intersection of technology and usability. After his Computer Science degree, Will trained with Jakob Nielsen and Bruce Tognazzini at the Nielsen Norman Group – the world leaders in usable design. Since then, Will has overseen the user experience and interaction design of several large-scale web sites and apps, reaching over a billion users in the process. Will is a "design purist" and obsessed with building beautiful, compelling, and familiar products that customers intuitively know how to use.
Read more about Will Grant

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Chatbots Are Usually a Bad Idea

Conversational user interfaces (CUIs) are big right now—right at the top of the “hype cycle”—and you can’t move around the web without seeing the “Chat now” bubble in the corner of everything from banking and insurance apps through to online stores like Amazon and Apple.

CUIs are not in themselves a bad thing—they’re focused, simple, and widely understood by users. The problem is: what’s on the other end? Who is your user talking to?

Some of my best user experiences as a customer have come from using online chat: telling Amazon about a faulty product and getting an instant refund, or telling the electricity people that I need a new smart meter in a matter of minutes.

Do you want to know what some of my worst user experiences have been? Chatbots.

Graphical user interface, diagram, application Description automatically generated

Figure 49.1: Let me know when there’s a good chatbot I can try

The key problem with chatbots is this...

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101 UX Principles – 2nd edition - Second Edition
Published in: May 2022Publisher: PacktISBN-13: 9781803234885
© 2022 Packt Publishing Limited All Rights Reserved

Author (1)

author image
Will Grant

Will Grant is a British UI/UX expert and a digital product designer. He is a web technology entrepreneur with over 25 years' experience, leading teams (and products) at the intersection of technology and usability. After his Computer Science degree, Will trained with Jakob Nielsen and Bruce Tognazzini at the Nielsen Norman Group – the world leaders in usable design. Since then, Will has overseen the user experience and interaction design of several large-scale web sites and apps, reaching over a billion users in the process. Will is a "design purist" and obsessed with building beautiful, compelling, and familiar products that customers intuitively know how to use.
Read more about Will Grant

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