Recommendation 4.2.6:
Communicate in as few messages as possible
Benefits Users
Visual | Cognitive | Physical
Relevant W3C Guidance
Phase 1: Gather & Organize
Additional Information
- Friction is the addition of non-essential steps in a task. Friction slows down a task, which may be intentional (e.g., “are you sure you want to delete?”) or unintentional (e.g., “Place Order”, “Submit”, and “Confirm” steps). Friction can be useful, especially for steps that are error-prone or irreversible. On the other hand, asking users to review, re-type, or confirm multiple times may be frustrating.
Phase 2: Design & Implement
Design Question
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Should your chatbot include additional messages for user engagement?
- Balance the need to build rapport with the need to finish the task efficiently. If the chatbot needs to improve the user’s mood or gain the user’s trust to accomplish its purpose, additional messages such as jokes or smalltalk may be appropriate.
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Should your chatbot include additional steps so the user can correct mistakes?
- Reduce friction except when offering a chance to correct mistakes. When asking the user to input information, it can be appropriate to include a step to ask for confirmation. Consider how users will be able to review and change their responses.
Examples
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Ask for multiple pieces of information at once, like the user’s entire address.
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Ask the user to confirm everything at once instead of confirming each entry.
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If filling out multiple people’s information, offer to copy over information, like mailing address, which might be shared.
Phase 3: Test & Evaluate
Self Check
- Is every message necessary to accomplish the task?
Ask the User
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Were there more steps than necessary to accomplish the task?
- This question is subjective; use a Likert scale. This question should be asked post-study.