Introduction
The course begins by establishing the objectives and structure of the day while exploring what makes a conversational experience effective.
- Welcome and course objectives
- Structure of the day
- Participant goals and expectations
- Characteristics of effective conversational experiences
Module 1 – Why Conversational Systems Fail
This module explores common problems found in chatbots and conversational assistants.
- Common conversational failure patterns
- Misaligned user and system goals
- Missing context
- Incorrect assumptions
- Conversation design versus copywriting
- Differences between conversation design, flows, and prompt writing
Exercise – Conversation Autopsy:
Participants analyse a broken conversational experience and identify the underlying design failures.
Module 2 – How Conversations Work
This module examines conversation as a collaborative interaction built around shared goals.
- Goal-oriented collaboration
- Turn-taking
- Managing initiative
- Shared context
- Deciding when a system should ask a question
- Deciding when the system should take action
- Clarification and handoff decisions
Exercise – Turn-by-Turn Breakdown:
Participants review a short dialogue step by step and improve it using core conversation design principles.
Module 3 – Designing Conversations with Real Language
This section focuses on writing realistic dialogue rather than relying exclusively on flowcharts.
- Creating sample dialogues
- Designing for ambiguity
- Handling errors and misunderstandings
- Using tone to shape behaviour and expectations
Exercise – Sample Dialogue Design:
Participants create and refine a dialogue for a focused conversational use case.
Module 4 – Testing Conversations Before You Build
This module explores how conversational experiences can be evaluated before development begins.
- The importance of conversation testing
- Role-play testing
- Wizard-of-Oz testing
- Observing conversational breakdowns
- Identifying areas of user confusion
Exercise – Live Role-Play Testing:
Participants test their conversations in real time and document the failure points they observe.
Module 5 – Iteration Under Real-World Constraints
Participants use insights gathered during testing to improve their conversational designs.
- Designing around incomplete data
- Handling off-path user behaviour
- Escalation
- Handoffs
- Graceful failure
- Balancing user needs with system limitations
- Considering business goals during conversation design
Exercise – Redesign Sprint:
Participants redesign and improve their conversation using findings from the testing process.
Module 6 – Applying Conversation Design in Your Organisation
This module explores how conversation design can become part of existing product and delivery processes.
- Conversation design within the product lifecycle
- Conversation design within delivery processes
- Collaborating with developers and AI teams
- Working effectively with stakeholders
- Common organisational anti-patterns
- Approaches for avoiding recurring design problems
Exercise – Application Mapping:
Participants identify where and how the conversation design approach can be applied within their own organisational context.
Module 7 – Wrap-Up and Reflection
- Review of key learning points
- Important mindset shifts
- Changes participants can apply to current or future projects
- Resources
- Next steps
