The next HCI iteration focuses on a desktop application. A user would edit their chatbot designs on Voiceflow as usual, and enter their Voiceflow credentials in our app. The rest bears similar functionality to our previous prototype, with more screen real estate to make the possible actions intuitive.
After our client approved the sketches, we designed the following prototype:
We conducted many prototype interviews with our client, TA, and others. Using that feedback as a starting point, we also conducted heuristic evaluation.
|Aesthetic and minimalist design||The “Deploy/Manage” screen is redundant||Make “Manage” the main screen with a “Deploy Bot” button||2|
|Consistency and standards||Back button is unintuitive, difficult to access||Move it up to vertical center and make it a larger arrow||1|
|Flexibility and efficiency of use||It takes many steps/screens to edit a bot||Add different edit buttons in the “Manage” screen||2|
|Flexibility and efficiency of use||It is difficult to manage many bots||Make the “Manage” bot table filterable by column, searchable, and with pagination||2|
|User control and freedom||Users need an easier way to reassign a bot to a different phone number||Add that as an edit option in “Manage”||3|
|Aesthetic and minimalist design||“Are you sure?” and “Success” prompts shouldn’t be a separate page||Make it a pop-up notification||2|
|Error prevention||Users can accidentally overwrite/remove bots with no way of undoing the action||Consider removing overwriting functionality and add confirmation prompts for bot removal||3|
Additional Interview Feedback
When the user wants to deploy a chatbot to a phone number already in use, this prototype allows the user to overwrite and delete the current chatbot deployed on that phone number. Even with special warning text, this is a dangerous operation and its consequences must be made more explicit. Therefore we should not allow a user to do both of these actions in a single operation.
However, this brings an additional problem - what if the user wants to upload a chatbot behind a phone number already in use? They would reach the ‘select phone number’ stage only to find out that they cannot proceed (because we don’t want to allow overwriting). So they must go back, remove the chatbot, and do the whole upload process again. Inefficient. So we thought of changing the upload process to not include phone number selection. That selection is made on the manage bots screen.
For these major changes we produced the following sketches:
We have applied these changes in our actual UI implementation, which you can view in our user documentation under the ‘For Users’ tab.