All posts by alextatner

Experience Lead - TfL Online

ExperienceDesignProducts

TfL TravelBot: Designing the conversation

As you may already know if you’re following this blog, we recently released the TfL TravelBot on Facebook Messenger. If you haven’t read them yet, Steven and Charul’s posts will give you a bit of background.
Check out TravelBot here or search for TfL TravelBot in the messenger application. In this post I will explore the reasons for introducing a conversational bot and our learnings around the design of conversation.

Diverse backgrounds, cultures and lifestyles mean that we all use different words to talk about things. This can become frustrating when you’re trying to find something on a website.

In our team, we try to label things in a way that most users will understand, but are well aware of the fact that we will never be able to cater for everyone. This means that some users have to change the way they think to match what they are looking for.


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