Welcome to part 2 of our tutorial on multimodal conversation design. In part 1 we learned about the basics of multimodal design and its related inputs and outputs. Today we’ll dive into contextualized best practices, review a common use case and discuss what the future might hold for multimodal conversation design.
Contextual Design: Building Relevant and Customized Experiences
Context in multimodal conversation design is essential. We can’t just think in chat, or just think in voice, or visuals alone. We have to think about how they complement each other and which one best serves the user in any given moment. Where is the user? What are they trying to accomplish? These should be the main considerations when working with multimodal design.
Knowing where users are while they progress through different steps of their journey can reveal both pain points and opportunities in design. This is especially true if the user journey requires switching between devices. Careful review of the user journey helps with understanding the advantages of one modality over another at various points. This type of review should take into consideration the entire user experience from beginning to end and map how those interactions come to life using a combination of modalities.