Molly Dickinson, Expedia, joins us to share enterprise conversation design best practice from her experience at Expedia and Home Depot.
Molly Dickinson is a User Experience Lead at Expedia, and ex-Senior User Experience Designer at Home Depot. Molly has specialised in conversation design for the past 3 years and joins us share her learnings, as well as some details on the conversational AI initiatives underway at Expedia. We chat about design processes, best practice, challenges and the set-up at Expedia. This is a great conversation for anyone who’s working in a small CxD design team to listen to as it’ll help you understand some of the key considerations for growing your conversation design competence and scaling your team.
In this episode
00:00 Introduction and presenting VUX World at the EU Chatbot Summit, We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/
02:50 Welcome Molly Dickinson
05:01 Expedia AI use cases
08:56 Website vs conversational AI
13:49 The team set-up at Expedia
17:59 Molly’s role as Lead UX Designer
23:10 Assessing problems to be solved
27:05 Parallel channels
28:50 The design process
32:10 Usability testing
35:53 Beginner conversational AI team vs established team
38:35 Does a bigger team mean a longer project?
40:14 Challenges in a large enterprise
47:08 Disconnect between development, production and design
51:35 Thoughts on large language models
Join VUX World at the EU Chatbot Summit where we’ll be hosting a full day of enterprise AI best practice content, with the likes of Vodafone, Love Holidays, LNER and many more. We have a 30% DISCOUNT for you too: VUXEU23 to attend: https://theeuropeanchatbot.com/