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Do you know Slackbot, Alexa or Cortana. Bots are a running trend and all people want to integrate a bot in their website, product or want to use conversational concepts for “Alexa” from Amazon or “Tmall Genie” from Alibaba. Would that be a must have for the future?

Gartner announced that by 2020 customers will manage
85% of their relationship without talking to a human.

Or As Donald Norman said in 1990,
“The real problem with the interface is that it is an interface. Interfaces get in the way. I don’t want to focus my energies on an interface. I want to focus on the job…I don’t want to think of myself as using a computer, I want to think of myself as doing my job.”


But a lot of Bots in our daily life fail. We spend a lot of time developing new services through this great trend.
1.) The problem is, that people don’t know how to design a bot.
2.) People will be motivated by early adopter and innovators but don#t think about the value for the consumer


3.) But the most important exercise is to make a bot as human as possible.



We like technology which behaves as a human. But it is too human it’s too freeky for us. The problem with bot’s is, that most of them doesn’t behave like human. So they are not successful, because people don’t like it.

It’s like a stupid technical bot.

On the other side, not every use case fits to create a bot. You really must decide where a bot have an advantage. Contextual bot design is another essential part of it.
• In which context are you talking with a bot
• Who is talking with the bot

So what’s the way to go?

How to design a successful bot?

1.) Define you target

2.) Define a bot personality

What makes it a personality?

3.) Define the context

4.) Learn from the hook convas (gameification) and create a motivated conversation

5.) Use human behaviour

Immediately answer < 3 seconds

Instant feedback. This maintains a conversation.

Thinking > 6 seconds
Real behaviours are often lost in the digital world.

Pause > 1 hour
A conversation was interrupted because of other activities. But the context to continue.

Catching up > 3 days
Start a new conversation.

6.) Define Chatbot Scripts

For all following scrips you must define different conversations and scripts. You have to see them as modules or templates to create an motivating conversation.

a. Limitation of the topic
b. Clear goal formulation
c. Give users a FOCUS

a. Further information
b. Give transparency
c. Explanations

a. Jump back to your context
b. Skip topics

a. Efficient processing
b. Focused leadership

a. Make it human
b. Change topics
c. Do User Research

a. Be prepared for stupid quetsions
b. Bring back tot he topic

a. Come to an end
b. Say good bye

7.) Test
You can prototype your bot on paper or with easy tools. Focus on the human and try to find the best solutions.

8.) Optimize the whole time
After you launched a chatbot, you have to measure and observe the different conversations and learn from them. You can win with every user.


To summarize some tips
1.) Give the user only one task at a time.
2.) Limit the number of choices.
3.) Give the user only sensible choices.
4.) Make sure the user knows what to do.
5.) Use the most efficient way of user input.


written by Hannes Robier

A short thought about or future


We are feeling and experience one of the most exciting times in the live of human. The development of technology was never so fast then now. Around fifty years ago, we flew to the moon with only 47 kb storage and 4 kb Ram. We can’t imagine what that means for our daily life.

New developments in Artifical Intelligence, Virtual & Augmented Reality, Computer Technology are the roots of all coming life changes. And UX will be a huge part of it. We are still at the beginning of the topic of User Experience, but it also will be an essential in the future.


We are driving into an extreme Experience society. Because of the huge amount of data, UX will optimize touchpoints in every corner of the world. The technology will help with this huge exercise. AI and other technology will substitute thousends of jobs because these jobs are regulated and clear defined.

A lot of things will be done automatically by technology. On the other hand UX will create worlds of experiences for human time. Shopping Center will be a huge experience like in many countries are still available, but it will be focused much more on the experience. Our office will be our second home as we see in huge companies. Shops will be experience stores. Food shops are not available because our daily needs are done as an ABO through different platforms. Future grocery stores are also experience stores where you taste, cook and spend your time and in addition you will by some special food which will be brought home automatically.

Think of all your daily routines. What are the things you want do, and what are the things you have to do? UX will be the part of designing new world of experience, but also optimize services until technology will overtake human power.

It’s not so far away, I am convinced we will survive this area.

Are you also someone who grew up without a smartphone, internet or computer and in one live technology will overtake the world?

It’s an awesome time!

Hannes Robier


Join our exclusive team of elite speakers.

Our call for speakers is a global initiative to attract world class UX practitioners to share their skills with the WUC 2018 community.
Are you such an expert? Can you excite your audience with innovative ideas and solutions? If this is you, we want to hear from you!

We are looking for presentations with hands-on ux insight for the annual WUC2018 conference.

Please submit your speakers proposal as follows:

traditional speaking proposal with a written description of your presentation and submit your proposal within a video. Just make sure we’ll catch the spark

Call For Speakers

Your advantages as a speaker

  • Free admission to the World Usability Congress
  • One 50% ticket for a friend
  • We pay for the accomodation (Speakers Hotel)
  • We organize and pay the transportation from the airport to the hotel and back
  • You are invited to the exclusive speakers dinner on the evening before
  • WUC 2018 Gala Dinner
  • You are invited to join the speakers experience tour the day after


I was a speaker at World Usability Congress in Graz, Austria in 2017. WUC is an amazing UX conference that Hannes and his team put on every year. From the moment I stepped off the plane in Graz and was met by a cohort of speakers, to the moment three days later when taxi dropped me back again, I was engaged and inspired. What a conference! The keynotes were fantastic, the sessions were scintillating, and I loved the camaraderie that Hannes was able to facilitate between the entire set of speakers, VIPs, and conference attendees. I would highly recommend this conference to anyone doing or leading UX.



With almost 20 years of experience, Yury currently heads up the Experience Research & Strategy practice of innovation agency BeyondCurious. At BeyondCurious she developed the sprint-based Agile Research methodology that helps BeyondCurious’ Fortune 1000 clients innovate at speed.

Yury has expertise directing both national and international quant and qual research projects across a range of industries, including automotive, health care, CPG, and high tech. Her work has ranged from highly strategic, conceptual projects like understanding the future of mobile consumer electronics to in-depth UX research for product design. She has worked with top brands including Lexus, Sonos, Nissan, Ford, Sony, Cisco, and HP, helping build brand and business strategies, craft user experience, and direct product design, including experiences that merge the physical and digital, such as BeyondCurious’ recent work helping Sonos launch its flagship store.

Yury is passionate about research and strategy because she believes that by understanding people’s beliefs, behaviors, and motivations, she can help create solutions that make people’s lives better. She is also a nationally exhibited fine artist, whose work is included in numerous collections, including the permanent collection of the Los Angeles County Museum of Art (LACMA). She brings her creative approach to conceptualizing and solving problems with her to the consulting field.

Yury holds an MFA from University of California, Irvine, and an A.M. from the University of Chicago.

The @World Usability Congress is one of the best conferences around. Great speakers, international audience, wonderful, warm hosts, amazing events throughout the conference week, hosted in Graz, a European gem, great beer, best food, good friends. What more can one ask for? Next year, mark Graz on your map and World Usability Congress on your calendar.”

I was lucky enough to see how Hannes and his team operate so gracefully and successfully at World Usability Congress ’17. The topics they selected were inspiring, the speaker diversity and quality was very high and last but not the least, the speaker experience was amazing. I loved the venue, the crowd and thoughtfulness of the organization. They made it very easy and enjoyable to get to Graz and speak there. I can’t praise the conference and Hannes and his team highly enough. Make sure you go to WUC at least once.

Akar Sumset

The first UX-Pubcamp takes place on October 10th at the Glöckelbräu in Graz.

Four proposed ux-topics will be presented and discussed.


Be part of it, at the evening before the World Usability Congress begins!



A power team of internationally established UX experts will deliver usability skills and knowledge
You will hear and feel how the human factors integrate with culture.

These are the roots for good UX design. This is your opportunity to network with us in your home.

The UX World Tour, a dual-language educational and networking event, is coming this Fall to different cities. Leading international voices in design will present training and panels in this two-day conference. Professionals and students in UX, IxD, CHI, human factors, and related disciplines from every city and nearby cities are encouraged to attend for this unique training and networking opportunity. Join us as we explore design, and take this opportunity to network with us in your home.

UX World Tour: www.uxworldtour.com

Shanghai: Click for Shanghai / China

Tokyo: Click for Tokyo / Japan

Singapore: Klick for Singapore

Bengalore: Click for Bengalore / India

Dubai: Click for Dubai / UAE

Graz: Click for the final in Graz / Austria





“I know that there is a huge number of UX Designer out there don’t have the time to join the World Usability Congress in Austria, so we decided to fly around with the best UX speakers. The local fee will finance the organizational costs. Everything additional will be for a student fond to pay students around the world the get a great UX training or master’s degree.
We all are idealists and want to share the knowledge with the world.”

Johannes Robier

Nowadays a Customer Journey is one of the most popular methods to be user centric. We often start with workshops and create the first journeys and in fact, we get awesome findings. This enables various stakeholders to grasp a better understanding of how customers think. But it is also often the case that companies remain very resistant to breaking up and redefining established internal processes. Indeed it is often a great exercise to think like a customer, but implementing the correlated changes often requires too much effort.

So why do we spend so much time in creating customer journeys, observing customers and creating new processes which will never implemented? Customer journeys are a great tool to start your provider journey, but why doesn’t it work then?

The truth is that customer journeys or newly defined customer journey innovations along with internal processes are normally not harmonized like two rails going in one direction. And that’s where it gets tricky.

We can define great new customer journeys, but to realize them, we have to fight against

  • internal stakeholders,
  • internal processes which can’t be changed,
  • own interests
  • traditional thinking


So how can we further develop the method of customer journey mapping to get more efficient and achieve realizable solutions? Undoubtedly this question leads us to another, yet even more important question to be addressed:

“How custom is custom enough?”

What do I mean?

To create a great customer journey means to change a lot of internal processes. Maybe this implies more effort and is associated with higher costs than the output’s value. In this respect, the expectation and output of customer journey mappings depends on the following key points:

  • internal journeys (sales process / finance process)
  • service processes (after sales / onboarding Process)
  • end consumer journeys (commerce journeys / hotel processes)


The solution is to find the most efficient way to combine the provider & user journey or view.


Find the most efficient way for your organization

Between PROVIDER and USER!

Thus, after you designed the customer journey you also have to analyze the internal processes for the same process. Of course, we also have to design the provider’s journey.

The next and most complicated step is to find the most efficient line between both journeys. We call it “Process Experience Line PXLTM”. It will be calculated depending on your visions, targets and kind of processes.

PXL – Coefficient

(0 – 50 – 100)

The PXM-Coefficent tells us what your actual situation is.


0              means                  100% provider centric. No user centricity

50           means                  Most efficient way between provider & user

100         means                  100% customer centric. No user centricity


The PXL-CE has the rule to be customized enough to motivate users and structured enough to catch the internal processes. Depending on the different kinds of processes the PXL-CE has different weightings. Consequently we will find the best Journey with the Process Experience Coefficient.


What are our key learnings?

  • Have a look on the providers and on the customers view
  • Your company and internal processes are key stakeholder
  • Find the most efficient journey for your company



“Custom, but not too custom!”





UX is at the heart of all digital experiences and among the premier reasons why people’s expectations are met and surpassed, oftentimes. It’s the reason they will come back to your brand and your company. But what does that truly mean for a connected world?

We are tracking the various contexts throughout our everyday life, such as time of day, location, daily buying’s or even your dinner plans. What if every device was connected and all information is shared between them?  What if any device could cross-reference that context with your daily routine and habits to customize and continuously improve your experience?



The world is becoming a hyper-connected place. The comprehensive design of our connected world will be among the key jobs of future UX Designers, as I proposed in one of my most recent articles “The Future of UX – What’s coming next?”

In fact, without such a design, this would mean that we would potentially receive all available information from all of our connected devices, ultimately resulting in a complete information overload. Thus, there has to be a solution for everyone, enabling us to successfully work with the relevant information at the relevant time. In essence, there truly is but one solution.

  • The future of digital experience is personal.
  • The future of experience is personal.
  • The future of UX is personal.

The following studies showcase the road to be taken towards a well-designed future for our connected lives.

Original Resource: https://www.acquia.com/blog/customers-want-personalized-content-and-data-driven-commerce


Nowadays, but even more so in the future, each person will experience “digital” in a unique way. It is like a personal filter on the digital world. It’s open to discussion, whether this is the way to go, or maybe not. The only thing certain within this context is that the moment we receive every available information, we stop processing and using it.

So the big challenge that we are already facing is the proper interaction with the customer, talking to him in his preferred channel, without losing him. But how can we do that?

You’ve heard about the new trend of Bots and Voice Interfaces. It’s the most common way for humans to interact. We also call it conversational UX or Design. Devices decide depending on proposed questions and your answers which information you will be presented with. Devices are connected and thus only filter the relevant data from a massive pool of information. Nowadays bots particularly enabe conversational chats, or are linked to special devices like Alexa or M. But there is room for innovation.

The future of digital conversation will be everywhere.

Every website can be personal, and present you with preselected information. This is definitely not only limited to eCommerce (despite being one of the prime areas of interest), but is applicable to every website. Your coffee machine, laptop, handy, the POI Screen. Everything will be personalized.

The future is what we like! Personal.

We as human want to be seen. We want a personal conversation. Appreciation. We don’t want to talk about things which are without a personal connection. Your devices already collect a lot of data about you, and it’s all going to be used in the future to enhance your experience. Privacy policies are the norm, but they’re essentially more about protection than actual information as to how much information is collected. So what is our next step? For individuals? For companies and organizations?

Let’s be honest: To get a blunt one-size-fits-all screen-design for your company will not be the ideal way of meeting these new requirements. Why? Because everyone ultimately will need to receive a different set of information. Consequently we have to design screen modules. Define the modules. Of course, if we don’t know anything about a customer we start with a predefined view.  It will be the start, also for our systems. But we have to start.


Register for the World Usability Congress to get more information


How to Personalize Your Digital Experience?

Persona Definition

Ever heard that you need to clearly define your target audience? Of course. It’s absolutely mandatory and has become an integral part of proper design. Thus, we also start with personas in this case.  A lot of research and recommendations have been established within this area and there are a lot of online resources available, which is why I will refrain from going into further detail. Clearly, however, knowing your personas will also remain a key part in the future of design.



Progressive Persona Mapping

The progressive Persona map defines the buyer’s journey in different stages. It means to look on a product from a customer’s view. The tool is great, but it is strongly focused on a sales process. In the future we have to design in a much more holistic way, which is why I believe that in order to make perfect use of this tool, it needs to be enhanced. Customers are not always in focus of buying something and are following a particular road. They have meetings, go shopping, and have families to take care of. Maybe it takes a month to make a particular purchase decision. There will be thousands of touchpoints influencing your decision and constant distraction.


You will also find more information on Progressive Persona Mapping here: https://www.forbes.com/sites/kimberlywhitler/2017/04/01/the-next-generation-of-personas/#54885439326b

So in the next step we follow up with a customer journey map.


Customer Journey Mapping for every Persona

To design a customer journey is an important step, because we saw that a persona purchase process is not exactly the same as a customer journey. You have to know typical journeys and all different touchpoints and possibilities to design and innovate different processes. In following case, we mapped the journey for a loyalty program.

Including the journey mapping we included a detailed touchpoint analyses where we identified a lot of potential. The process of the journey was alright, but the detail of information in every touchpoint was not perfect. Thus, we had to rebuild the information flow, focusing on the question “When do customers get which information”, and redefine every “Call to Action” in order to achieve that customers actually identify it as a CTA and follow the CTA, instead of being overwhelmed with too much information.


If you finished with the definition of the customer journey and all touchpoints, it’s about time to start with the content design.


Conversational UX based Content Strategy


We know conversational UX from chatbots and voice interfaces. But let’s take one step further and now design the entire customer journey as a conversation between the user and the company. At every stage (touchpoint), a user has conscious or unconscious questions. We have to answer them, and of course because we want to personalize, we also have to ask questions to get more information. And we can ask questions in every touchpoint.


  • Online simple checkboxes or radio buttons to choose for questions
  • We can ask on a service desk
  • We can give ABC options, and let the user decide


Don’t use a blunt online or offline questionnaire, because no one wants to answer it. That’s not like a conversation.  Use simple questions at the right point of time. It is possible to ask a second or third question to find out more, but hardly recommendable to pose two different separate questions, as this could potentially create a subliminal unnatural interrogation-like atmosphere for the user.


One first exercise could be to talk to each other and document the conversation for every touchpoint for a future design. Also talk to customers for every single touchpoint. Which information do they want?

Conersational UX

Conersational UX



  1. Checkpoint Definition for personalized content change!

If you designed your conversation, you have to define the answers, or of course the content checkpoints, where you are able to personalize the content.

  • Is it every time the same content you offer, only paraphrased?
  • Do you have to change the content?
  • Is it the exactly same content?
  • Do you have to extend the content?


To design the conversational design is a huge effort, but you also have a great ROI!

Resource: Slideshare

Resource: Slideshare


After your checkpoint definition the most challenging step is to follow. You have to define the detailed content.  So hurry up and let’s start to personalize!


Get more information at the World Usability Congress!

Written by Johannes Robier

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