The current dialogue builder is problematic to operate at the best of times. inQuba's inhouse CX analysts lament the difficult user interface and clumsy functionality on a regular basis. A fresh approach is needed to help improve this software feature.
Customer dialogues need to take unique paths, but its making the path connections that seems to be the issue on the current software platform.
As the design lead, I immediately assumed a node based solution would probably make sense as we'd seen a few competitors manage complex dialogues this way, but had we explored this space properly before executing on an assumption? Besides, assumptions are risky (hit & miss) and not UX best practice.
Competitor analysis • Brainstorming sessions with supporting wireframes • Validate the designs with stakeholders (in-house UX analysts)
By gathering information on our competitors in this particular space (Twilio, Survey Monkey & DialogueFlow CX) I examined the strengths and weaknesses of each tool. Jotting down a rudimentary SWOT & technological analysis to reference when necessary.
Given our small team size, I approached this task with a light touch as my primary focus would be:
I started with the 'linear tree' first seeing it was a simple concept and easy to integrate onto inQuba's platform. See alongside.
Unfortunately initial feedback from stakeholders was lukewarm, nevertheless I pushed the conversation with a high fidelity interactive design in Adobe XD illustrating the concept, admitting it wasn't the best solution, but encouraging how this approach was a 'quick fix'.
Now quite familiar with the 'dialogue landscape' I proposed an idea that would fit seamlessly with the current software component. The drive here was to deep nest the conversation flows. It might mean having alot of accordions, but the solution made a good fit under the circumstances.
The jury (business) were out on this one, but I had a good feeling about this approach and started getting user feedback by testing the idea and sharing the high-fidelity interactive design among users to trial this concept. It was a success!!
To maintain momentum, Trent, the MD of the company encouraged further exploration, especially into the node based capabilities that top competitors achieved. Although this avenue didn't reach its full potential, it was still enjoyable to explore.
