Abstract
Building digital assistants without a business case is a recipe for failure. You should always try to answer the key questions before you start like:
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- 1.
A touchpoint is a contact point between the customer and the company or service provider. Touchpoints can be physical, virtual, or human. Examples of a touchpoint: a poster with an ad in an abri, a store, a service desk providing personal face-to-face contact, a vending machine, a web site, etc.
- 2.
A story in which the user (persona) of the touchpoint plays the leading part. The story describes in more detail how the user interacts with the touchpoint and incorporates his thoughts, needs, and emotions.
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© 2020 Luc Bors, Ardhendu Samajdwer, Mascha van Oosterhout
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Bors, L., Samajdwer, A., van Oosterhout, M. (2020). Designing a Conversational User Experience. In: Oracle Digital Assistant. Apress, Berkeley, CA. https://doi.org/10.1007/978-1-4842-5422-6_2
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DOI: https://doi.org/10.1007/978-1-4842-5422-6_2
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Publisher Name: Apress, Berkeley, CA
Print ISBN: 978-1-4842-5421-9
Online ISBN: 978-1-4842-5422-6
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