outriderUX helps business leaders and internal teams create conversational experiences for chatbots and voice assistants by providing UX strategy services.

My goal is to de-risk your live conversational experiences. This saves time, effort and money, and delivers a better experience that ultimately benefits your brand.

If you are considering a new chatbot or voice assistant, or a new feature in an existing experience, I come in before you start designing and implementing. I make sure that you have all the bits and pieces to inform your design work, and that you test what you’re designing and building throughout the development cycle and beyond. I work with you on use case selection, user needs gathering, business goal gathering, definition of success metrics, best practices for conversation design, and user testing. 

If you have an existing conversational experience, I evaluate your existing chatbot or voice assistant to help you with business decisions such as vendor selection and future improvements.

Examples of recent collaborations below.

Process adaptation for conversational AI

Project: A leading health insurance company had a strong background in defining and implementing digital transformation projects but was unsure how to adapt their processes as they migrated from IVR to IVA (interactive voice assistant). outriderUX completed an assessment and gap analysis and provided a framework specific to conversational AI product development with checklists to ensure effective adoption.

Outcome: The team understood the different steps in a conversational AI project and was able to deliver with success.

Chatbot vendor selection

Project: A prominent live streaming service in Europe had two separate live chatbot implementations for the same functionality, as a result of an earlier chatbot platform evaluation effort. Their business goal was to determine which platform provided the better end user experience, as this was a factor in selecting one vendor. Extensive A/B testing had not been able to answer this questions. 

To inform the business goal, we conducted an expert assessment and a user study. The expert assessment evaluated both chatbots independently, identifying the good and the bad for each, and provided a direct comparison. The user study gathered user-provided feedback and allowed for the UX expert to observe users in a task-based study. Each user only provided feedback on one chatbot. The user observations and data were then used in a comparison.  

Outcome: Based on the assessment and study, the “winner” was selected and the team took a clear recommendation to their executive team. 

Evaluate effectiveness of chatbot feature

Project: A chatbot provider built a customer support chatbot plug-in for an e-commerce platform. To ensure adoption of the plug-in, it was critical to test the user experience across several use cases and sites to confirm that users found it effective, efficient and ease to use. outriderUX provided UX research coaching, hands-on guidance and a roadmap for research frequency and methods based on research topics and goals.

Outcome: The client had a clear list of user experience issues that plagued the chatbot and was able to improve the product before launching. This was especially critical since studies show that nearly 73% of respondents would not use a bot again if they had a bad experience with it.

Conversational AI training

Project: Creation of an on-demand video-based course (4 modules) with assignments and independent projects for learners to build conversational experiences with the OpenDialog conversational AI platform.

Outcome: A hosted 2-tier certification-based course that reduced time-to-mastery by 85%.

Design leadership

Project: A voice assistant platform needed a weather assistant with a twist: a light yet comprehensive experience for users on the go, whose main interest is getting weather details to better plan their day. Based on extensive research and a thorough understanding of the available APIs, outriderUX provided a design specification, collaborated with the development and QA teams in an iterative manner and consulted on testing strategies.

Outcome: The detailed design specification enabled a more efficient development process, and engagement in the iterative testing process allowed for quick reviews and improvements.

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How we work together

Get in touch with me at inge@outriderux.com or DM me on LinkedIn.