DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents behind the screen?

N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
ed b a he a h a h a .
.ca e.a ca e@ .c 0447 904 255
UX A a a
D R a c 2023
T a , 16 Ma c 2023
Ca ed b : Ka e A a & Be ade e McG d c

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
1
A d, eah, he c e e a e e, he e a e a e ,
b b g a he a e ca e ha ca g he
d ffe e e . S , e e h ha ead a 60- age e a be
ab e a , "OK, a ea I ha e a dea f ha e."
S , a h g - d ad e ce , e he . Y d ' eed
ech ca c ea e f g a h c b d eed ha
e a d he . Y eed e e c edge. Aga , f h , f
ha e e e a ed P c a a d e e e ed a dea h gh age ,
' e h g ca e e h d. S , ha e ch.
(APPLAUSE)
STEVE BATY: Tha e ch.
Tha . I a S ac . The e a e e ha
ha e bee ed. If c d ha e a a d e a e he e,
ha d be a e e? Tha . (APPLAUSE)
O e e e a F a a d A a, f Ze de , h
be a g ab e ea ch g he e f cha b h c e a d aff.
P ea e e e c g F a he age a d A a, e. Tha
. (APPLAUSE)
FIONNA YAO: He . Ve e c ed be he e. I a e f A a
e?
ANNA LEE ANDA: Ye , I a he e, he .
FIONNA YAO: E c ed be he e. We be a g ab cha b a d
he c e f c e e ce, he he he e a be e e e e ce
f c e h a e g ge he a d he age h a e ac a
beh d he c ee b e he e g he he .

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
2
Bef e e g f he he a , I a a h a b f a
e . Ca I ge a ha d f he a d e ce he e f ha e e e had
dea h a cha b ? I a f e e a e a c a g e. Fee
f ee e h g he eb a cha . Kee ha d f he
e e e ce h cha b ha e e bee e, he cha b a
ef a d he f ? A f e e a e d g he ha d . I d
ha d a e he e. I e a ha e had fa ha e f bad b .
ANNA LEE ANDA: Me . I e e e g, he e c e a
e e e e ce h a b , he e e e a h g ha c
d ac a he ha e a e g h b ace. I
c d be he ech g a d he e a . I c d be he b he e
a ed. I c d be he e - e e . Tha h da e a a
a e b ab h ' de he ga a a d he e ea ch
ce ha he ed de e b d c . T da e c e a
d c a d bac g d he b ace, e ec a f ' e
fa a h . We a e e ch e d e ha e
edge. We a ab a d e ea ch ea f
ed c . We a ab h e d d e ea ch f e ce a d
h e b gh c f c a a e he h a a . The a
a e a ab h be da a d e he ' e a da a
e e . The e c e bac beca e I be a hea he
a e a e he he b a e g d f age a d c e ?
A e b ab bef e e a . We b h a Ze de . A
g ba f a e c a . We de f a e he h c e
a d e e e ce. We ha e 16 ff ce a d he d a d, ha
Ze de , e e 130,000 e c e a he he b
h a . I a A a, I a a e a age he UX Re ea ch ace a d
I ha e a ea N h A e ca a d A a a. O e f he a ea e a

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
3
b a d e ag g. F a a d I ha e ed a f he e
ha e f ec ge he .
FIONNA YAO: I a a d c de g e he b a d a a ace
a Ze de . A gh ha e g e ed, a f c f ea a
he d ffe e a h ch e ca e ech g he b e e
ca e he e a . Th a e a e d g da ac a d a
a f a ea , faced cha b ec ha e h
Ze de . I he ce e e h gh he e e e a ch g a
e d c , a d c ha ha ech g ha he ha e e e ed
bef e.
I h bef e e d e bac g d a d ac a ec , I
a ac edge ha he e ha bee a f e c e e he
d . I fac , he e a ed c a d a a f Ga e ha e
d ha e eached h e ea , he e he g ba
e d g cha b d c d ha e eached $140 b . The e
ce a a f c g h e e a d I h he
hea ab cha b a d h g e Cha GPT he e , he e
ge e a a f h e ab , a f e a a a ab h
h g a d he e a e de c f c he e de f he
ech g . We a e a ach g a a ace e he e e c d
e ace h a age h a age .
O e h cha b a ed h a e gh e c e a d a
e ac g ech g a a a a ce echa f h a age .
I ead f h g f h a ca e a he h a h he b
h he a a ech g ? We h ab h ech g beca e
e a - e h he e a ace he e ca ea h e, he
ac a he g e e, he ac a he g age h h g ha
h a a e he e bad a . I c d be a ha a e e he ea

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
4
b g, e e d ' e d b g h g , gh ? D e d g he
a e h g e a d e aga ? We ee ech g ea h e ha
ace. L e h a g ea d c e , a h a
b e a e .
The b e ace ha c - a ed a f h a e h g ha
e ced e e he a a d ed ed b e e , he e
g ca ea cha e g g ca e e a . Y ca '
e a d ca ce e beca e Ch a a d ha e a h gh
e f c e ha a e c g. B e e ha ha e h f
b e ge e a he e a g b d a
b c e f he ce e, ha ca a f e g a c e
f e f- e ce. Th a a he bac f h ace he e e ade f
f a ach e ea g, he f h g e e ea ed h ace
a a echa ha d a a ca gge he ce e a c e
c g e a ha he e e f f def ec .
A a h d c he e , he e ge
e h g , ge feedbac ed a e a d ha ' e ac ha
ha e ed. A f d ed ha d ea c he I a ed
ab a bad b e e e ce. I g e he e b a f gh be ha
fe ea c d. I fe e he b e d d ' a a . "He e
a a c e, g a a ", a d ha e ac ha b e e a e a
e . I g ea be ab e def ag b , a e , b e e ca e ab
he c e , he a be ab e e a e he e e e ce. The
ha he e ch ha he ech g ca d a d ha
he a e ea af e he ab a e he c e h gh a e e
f e beca e e e h g ca be ha d ed b a b . Y a
ha a e he h g ha ca be ha d ed b a b , h
eed g ha h a , a d ha a e he h g ha eed be a ed
a h a age h ca de ha h a ch?

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
5
A a, I h e ha e h g a h ha e e a ed ahead f e
h ch I h a e he e e , he de ab ech g a
ha e ea e a d I a e a ab h
e ea ch - h e e gged h e a de e e.
ANNA LEE ANDA: Tha . Th d ag a a e ha ea a h
age he e a e e a ce b a d he e a e h gh
e a ce age . O e e ee ha h f a d e a
ab he e ea ch ha he h f ha a e b .
F , e a ab he ea age e ea ch ha e ed
. O e f he cha e ge e had a h d e d e ea ch he e
d ' ha e he d c e a d e a a d e e e ea
he a h gh ec ? Da a c e ce, e g ee g a d a h e
eff ca be e e e. The he h g ha e a ab
ea ha e h e e ed ca e he d e e g ee g a d da a
c e ce eff .
The f h g h b a d ha e e ea ab
he b e e e ce h c e . Bef e e e h , e a ed
h b ba ca , ha ha e f e e h g e a
b a d, ha e f d a he e a c a e a f a e h ch
c e a c a ca g e feedbac . S e h g e he e,
a f he h g e a ab a ag c. We ed e ha
e had a ha d. A f he ca e e ed G g e S ee a d de
a d ead hee b c d e a h g. A e b ab h
d a g. Y ee ha h a a e e f e f
c e d e a d de e he b e e e ce. E e h g
e h gh e e . The e ch de a ha he a c a ca g e
feedbac h fee g ha ba ed a a c a de g a d
ha ' ea he f , e ec a ea he ec .

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
6
The ec d h g ha e d d, h ch a e e e g, a e
ed G g e de a e ca e . A c e f h g e he e.
Y ca ee e a e d a g f d ffe e ca , e e h ca
Z beca e e a e a g ba c a a d a c e a e e
e a a . We ha e fac a e a c e a a a ha ea c
a d acce b e. A c e f h g e ab h ed ca e a d f
ca e e a e ge g a de a d g f ha c e g
ach e e a d he ag a he c e h ca be b
e ab ed? The g d h g ab h e e c e a a c e f a
h ch e a b - f c f c a a e . O e f he
a , a a e f a g he e f , e e e ab e he
ed ca e . E e a ea g, he a g age f d c
a e . Tha a e h g. The he h g ha ea he ed ge b
e ea a d c a e had a c e f c e ha
he had d ha he a ed a c a e a d a he ha
ha g a a d e f c e , ha e d d a e ba a ced
he e a ed c e h a a d e , ha e a d
e de g g f a e ec fe e f c e .
F a g g a ab ha ha e ed af e he ed
ca e g d c e ed d g h e ea ch.
FIONNA YAO: Ye . A ea b g h g a ha e a ac a f be
ab e a ea e a e , e g ha a f c
f c a a e ha e he ab d ec a d ee
h g g. B be g ab e e , e e c aged a d e e
ab e ge he da a c e ce ea a a be chec g a d e he
ca e d e ha e a e d c e g de e he de ha
he ' e g. The e a a f g a d e g ha g d e
ea e he ce . Tha a ea g d beca e a f he g

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
a d e g de , e e e ac a ab e c ce he g a e
ea a d he e eade h ha e ha e e h g ha ea
ab e he e. Tha a ac a he a h g ha e eeded de
ge he d c f he d , a ea a e ea e f he
d c a he e. The e e g f he d , a a
, he e e d e. I ha d bac a ab ha
ha e af e g he a e f he d , h d
ha a e he a h g e , ha c e
e ?
ANNA LEE ANDA: Tha , F a. I a a a cha e ge he he e
e ha e a dea f ha e b d ffe g
. Th he ha e ha F a a d I ed , a a d
a he he e e g h g, ha e d d h ch e a h gh gh
a d ha e h , a f f d a c a a . T h e
a d e b ac a e a ed a e e ha ea
edge a d c e a b a d de e ed gh bef e he e ea ch
e a c e e. We a e g g c e d h e f h
e ea ch ha e .
He e a e a e f d g a a e e c e h e f
c e . The e a c e f e e g h g e he e. Y
ca ' hea b a he a e d agg g a d d g a d g ha
a f he , he ' e ac a g g e c e a d
e a a f h ' a , h ch ga e e de h a d
de a d g ab he e d ffe e fea e . The he e e g h g
a ha e ha e ac a ade ace f he gge h g ha e
had ' e e h gh ab , ha a e e e g a , e , he e
e e h g ha e had gge ed ha e e a , b he e a
ac a a h e b ch f he h g ha e d d ' e e h ab

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
ha c e e e gge g a d a g a d d g e
.
W h h , e e e ab e e e e e a c f c ega d g
ha d e a d ha h d be a a . Th ead
he ec d a ha I e ed h ch h d a c a a .
We ha e a c e he e f ac a d a g a d a a ch
a . E e a ha e a e d g e ha e a c f c a ea ,
F a a d I a d a c e f e g ee a d e a e a ch g a c e
e e ha e ha e d e h ha a e e c e. Th
he e he f d a c a a c e . I h G g e hee e a e
ca g e b e ha he c e a g. He e a e a e f
ea be g e acc a e a d he a e ca g e e ha he d g
a e e g. O e e g h d , a he e
a g a d a he e ca eg g agg g h g . The
b a h g ab h ca ce a d d ce he da a a
d ffe e a ha h ec be d. B g h e h d
ac a f f e ha e , e ca ac a add e da a h , he
da a e bec e che a d a f e h da a d ffe e
a . I d a he d ffe e ce be ee h a d aff a g h
a f e f e b . W h aff a g a e g a ce a
e ac a d a a g a d c e g h a ce a g a d.
Whe ea h e e ca cha ge he ag he ca eg a a d e
ca a he da a e a d e ha e he g a e h ch e ,
e he f .
N , F a g g a ab ha ha e ed af e e d d h
aff a g.
FIONNA YAO: Ye . N efe e ce ca e g de he e. A
g ea ab acc ab . Th f a a a a ea g d

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
f a ha e ed e e ha e a e h d g e e acc ab e.
We f d a he e g ea gge f f a , gh ha c e
a e e g , ha a e e g g d ab ? Wha A a a d I d d, e
ca e a ec a ec , a e ab h ha ead hee he e e
d c e a ec g he e ha e e e ee g. R gh he e, e
ha e a c he e e a e ha he ea ha he
e gh ha e a e c g f he a c a ? R gh e ,
a g d c ec f he ac a e ba e . I aceab e a d
ea ee h ch c e a e d g h ch . The ce e ha e
d e a f h e a d he c ec a a hea h a e, e d e
c f c a a e g h gh a g g e e c e, he e e
dec de ha a e e g g d ab h ? A e e g g c ea e a
J a ab h ? I h a b gge a ? The e a e a ce a h g
ha e dec de ha he gh e, he gh ace f
add e . I a ea g ea f b a e beca e e
ha e a ac ec d f a f he dec ha e ha e ade a a ea ,
he he e dec ded ac e h g .
I a g ea f e g ha a e d g e h g ab
he h g ha a e d c e g. N e ha e a ed ab
acc ab , e ' ch ac a d a ab ag . I ha e g
he e a g ea he e e e e ab e c e ea g , he
f a ha e a e ge g f c e a c e he
h . Tha ge e a h g he e g ee g a e
a Ze de .
Beca e e e e a g h gh a f e g ee , a f he
g a e e e g he ca h , a f he a e ed
he f h g ha he he ha e f . I a
e h gh e g ee g ea b he e e e he a d
d he "He , e ea eed d e h g ab he b eech

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
100
g" a d a f c e ha ea e e ea e e e c a g
ha he b a ed fa , fe h a - e. The e d e d
e h g h gh a d he b d e d a e e ed a e ,
c . The e g ee e he a c g a d a e e a ed
ha d e h . The e e ab e a d e c .
I d ' ab , A a, b h e a a h gh gh f e
e a beca e e e e ab e c e he e ea ch, e d he g f
che a he a c a a d de ha e a , he e ha ed
he , e e e ab e e he ha "He , ha , h h g ha
e e c a g ab , he e e g bac d c ,
f ed, ce ha bee hea d a d a e ed a d
e f ed he d c beca e ha e d ha ce a h g d d '
f ". I a a ea g ea c e.
I h ha e a e g d e e h g f e f
a e ?
ANNA LEE ANDA: Ye . Da , h e ed h e a fe f he
h a e f he ec , ce hea ha e a e hea g f he
c e e e a b a e a a he a e e. S e f he
ec g ha e g f d g h , h ch a g ea hea ,
a h ea faced e b a e . S e ha g g f a d
a h e ea ch a d he a ea he ed b bb e h g
ha e e e a f he c e ha e ac a d d ' h
a ha a . I ha bee a g ea e a fa , b h e e a
h c e a d e a h ec ea .
We a e a a he a ha e f e e a , e ha e g
ab a h d ef a d I h F a g g c e ff h b g
da a, e ec a f ha a ea f e e e.

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
101
FIONNA YAO: Th ec a a c a e e a beca e
b e e e g a ec he e he e' a f e e h
ca e f ha da a a a bac g d. The e a da a c e ,
a a ha e e e g h. I a e a a f be e e ha
d ' eed ha e ech ca , a e c d ea ad a
e de ce-ba ed a d da a-d e a ach de g , he
ec e da ha a e a g a e . I h he f a e
de h he ga a , h e f da a a a d e e d fa
de he e b f e e h ca ac a a d e e h ha e
he ech ca a d h ca a g e he e c f he da aba e.
P ea e d ' e ha de e , he e a ached h , ha ea
he ed a he e a ed a c e a ab ha eeded cha ge
ce e? Wha a g h d de g e d de be ab e d
h ? Ca e a h e e? S a g a d had g a e a g ea
a a e e ha a e ed.
I ha e a a h gh ha e e h a e ea fa a h he
ea ca e , he h , he h a a a d he eed beh d a
be a e c c d ea he he ea e a d de a d
h ha e c ea h gh? O h ha be ch e ha
ha e e ec ed? We ca ea ffe a e f e he h
e f h g a e ha e g.
S a b c g he ce ha e h ga a .
If a ge a ed, he e e h g ha ca ge ed
h da ? I d a f a g h e g ee he I d h f
a e . I ea e he e e e e e, a ab
c ca . I ea he f ca ac a a c a e ha ha
' e af e ? Wha he f a ha eed ? A g d
c e e a "If I d ' ha e h be d e ea
a e ? W d I f ce a d ffe e ?" A d a ea g d e

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
102
a a "B ha g h f a h da a , g g
c a add a a e f he b e a e a f he e ?" D e
de ce a dec a e ? Tha a ea g d chec
.
Th e f Ja ed S e h g I a a c e bac
a d e de a e h a fe e a e e he e c e f
de . I ea g d. We a a ab he a a e de f h g ,
he de a d g he ha a d he h a d f ha e acce he
a a e, c d ac a e he ca e f he b e . I ea
he h h g e a a d de a d g, ha he
a de g dec ha h d be a g?
Le ' g h gh e e a e a d I a ab ha e d d,
a e a ha he f e ce a d ha he c e ha had
h ec a c a . He e I ha e g a e ca cha ha ed.
Y ee h e G g e A a c . I ge e a de c be he
e, he e e f e gage e ha ha e h d c e
e. Whe e h f a f he d c ha e a e g
a he e, e d d ' ea ha e ch f a b a d g e e e ce.
We ha e a ched e h g e ea a d he e a ' ea ch f a
g ded b a d g e e e ce. We eeded ha e e f
b a d g d d e a ba e h d c . Th f f a
a ea ef . We a a ed c e ha e ea ch e e
ha d he e ec ? Wha f f a d he a be
a a ab e ha ea age? We c e ed ha h he a a e
a a ha e ha he e a f f ac , ge e a a he
a , a f he b b d g ac ac a ha e ed ea ea
, b c e d ' ea ea b b d g a e h g d
ce a d b h a d a e d e h . The c e bac aga a d
he a d a e ce a ea a d e h g a d h he

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
103
b . Th a f h g ha ga e ea he ch eeded f
ha e eeded ha e c d ac a h bac a d f c he c e
f c a e ha a b a d g a d he a c a a d he e
ad a ced fea e e h g ha e ca e he e d c e e
ga ca .
A he e a e ha e ha e e h g ha e ge e a ca a
a e a a . The cha ha a e ee g he c ee he e
f g 100 a d ed e ac ha a b ha ha bee b
g Ze de had h a ea h a e . Wha e d d a e g
h gh he e a e a d a a ca eg e he a d he c e.
We he b c e , e he g ee e e e e he e ce age
f e h a ac a c a ed b he b , he b a ab e
ha d e he b e . The b gge f he e cha , he
b e he e e e e he he e he b e ded g a age
, he b a ' ab e ha d e a d eeded a h a age
e . Th a he e a e he e e h f a ,
de-b - de h he fea e e e ha e had f he e h
he c e , he e e a he e "Wha ha
a ?" N e ha e he a a a eed , ha he a he d c
d , e ha ha e g a he e . I g e a c ea g a
ha e a eeded e add a fea e ha d e e
ha he he e ha d e e e ha e g - beca e he e e
ha e g e a , a d 45% f he e - e eeded a e e
ha he c e a d he ab e age , he age ha d be
ab e e he b e ed a e h a fe g a he
age . Tha a he he e.
La , I ha e a de he e, a age f ha a ca g
f a e ha he e g ee g ea e . I ge e a e h g ha
d ' ea e f da a a a beca e d e ' h d a c e e

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
104
c e. I ea e h g ha e he hea h f
e . B e h g ha a ff be ea c ea e he e ' e
ge g f a f . I h ca e, I a ab e a h a
e g ee a d e e h gh a f he g a d e f d ha
ce a e f e e e ha e g a d 60% f he e f he e
e f ed ce a ac . I ' ac a a e ha e a h gh
a d e e e g a d a he f f ha e eeded g
bac ea a d a "We ha e ade a bad dec b e ha e
f , e ' add e h " a d e e e ab e e e e a dec ha
e had ab ad a . I a ff be c ea e a d h g e
h , ha a e ge e a ed, ca be ea chea da a ce
beca e e g ee ge e a eed d a a beca e he eed
he hea h f he e ha he ha e ed .
Tha a h d f h e ha e ed da a de d
f a d a d dec - a g. A a, ha d a e
ch bac he e ha e ed a he a f he e ?
ANNA LEE ANDA: M def e . I ea ed h F a h gh gh ed a
h acce b e da a ha a a ab e ha e e e ed b
e g ee g, -da a c e ce e e.
Bac he e , I be a e a he edge f ea ;
a e b be e f c e ha age ? We e h . A I
h ed bef e, he e a h d ag a , he e he e a a e a ce
age b a d a h gh e a ce age . Wha e ha e ee e d g
ch ha he e e f a e a ce b a he ca ab
e . Wha ha ea ca be a f e e b d . Wha e
be e e ha f c e , h b be g a b e be e a d
ca ab e, c e a e ab e e e h g c e a d he .
Th a f ee age a he ec a edge a d ea

View Slide

Ca LIVE Ra T a c
_____________________________________________________________________________________________________
105
ha d e a d age e c e ca e . The b be e f he
b e , e h a be ef c a f h e h ee a e
ed.
We a e a f e. We a e g g e e
a ea a ha e h e a e a a f h a . O e f he
h g e ha ed - e e a f he h g e ha ed h e ha e
d ed h gh h b e ea ch a d h e ha e he ed he
de e e ea . We ea a e c age h ab L f
ech e . We e h gh he b a d g a d he a
a d he a g f he f . Th ab g he f g
e ec a h gh ec , e e bef e ha e a UI de g
a c de.
The ec d h g e a e c age h ab
b g g e e e ea ch ce ea . Tha ca be d ffe e
a , e e de a ed he d a c a a h ca be a
f b h a d a eh de a d F a c e he a e a e
a a .
FIONNA YAO: I ea a ha e he a a e e
a a e, e e he da a ea a , e ec a f he
dec ha a e a g h gh a e a d c d ha e a f e ce
d c ad a .
W h ha d, e a e a he e d f a he e. We
b e e ?
STEVE BATY: Tha e ch, ea e e ha g F a
a d A a. (APPLAUSE)
We ha e ' had a e ed . D e a e he
a d e ce ha e a e ha he d e e? N . I a

View Slide

DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents behind the screen?

DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents behind the screen?

uxaustralia
PRO

More Decks by uxaustralia

Other Decks in Design

Featured

Transcript

DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents behind the screen?

DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents behind the screen?

uxaustralia PRO

More Decks by uxaustralia

Other Decks in Design

Featured

Transcript

uxaustralia
PRO