UX Eye for a Tech Guy: designing a chatbot that users don't hate

As we move on from thinking about User Experience (UX) simply in terms of a flat User Interface (UI) and towards voice and conversation considerations, Mauricio Perez takes us through his design process in relation to creating a chatbot that users don't hate. Every UX project starts with questions: What do we know about your customers? What are their needs, experiences and behaviours? What do we need to know about your users to ensure your services are going to be successful? What new considerations are there for chat?