The role of dialogue user data in the information interaction design of conversational systems

Abstract

Designers face several challenges when designing information for conversational systems. In this paper, we discuss those challenges in the context of Information Interaction Design and the role of conversational data to address them. Using an actual study performed prior to the development of a financial chatbots adviser, we identified a set of common issues which led to 18 design recommendations. We categorize those recommendations according to the disciplines they are related (Information Design, Interaction Design, and Sensorial Design). The guidelines were employed by the actual developers of the system, simplifying considerably the development, and show the importance of actual user conversational data in the design process of conversational systems.