Designing Effective Conversational Experiences

This course equips professionals with the skills to design, test, and evaluate human-centred conversational experiences for chatbots, voice assistants, and AI-powered systems. Participants will learn how to move from vague requirements and flowcharts to clear, resilient conversations grounded in real user goals without writing any code.

Using a mix of real-world examples, collaborative design exercises, and live role-play testing, learners will explore how conversations work, why most conversational systems fail, and how to design dialogue that handles ambiguity, errors, and real human behaviour.

By the end of the day, participants will have:

• A tested conversational design for a real-world use case
• A repeatable process for designing and evaluating conversational experiences
• Practical techniques for testing conversations before development

Prerequisites

Participants should have:

• A basic familiarity with digital products, AI or Live services
• An interest in user experience, AI, or conversational systems
• No prior conversation design or technical experience required

Target audience

This course is designed for:

• Product managers and product owners working on conversational or AI-enabled products
• UX, service, and content designers shaping user interactions
• Developers and AI practitioners collaborating on conversational systems
• CX, innovation, and digital transformation teams
• Stakeholders responsible for AI quality, usability, and trust

By completing this course, participants will be able to:

• Diagnose why conversational experiences fail and where design breaks down
• Frame conversations around clear user goals and system responsibilities
• Design conversations as collaborative, goal-driven interactions
• Write realistic sample dialogues instead of over-relying on flowcharts
• Design for ambiguity, misunderstanding, and graceful recovery
• Test conversational experiences using role-play and Wizard-of-Oz techniques
• Collaborate more effectively across product, design, and engineering teams

Introduction

• Welcome, objectives, and structure of the day
• Participant goals and expectations
• What “good” conversational experiences actually look like

Module 1: Why Conversational Systems Fail

• Common failure patterns in chatbots and assistants
• Misaligned goals, missing context, and broken assumptions
• Conversation design vs copywriting, flows, and prompt writing
• Exercise 1 – Conversation Autopsy: Analyse a broken conversational experience and identify design failures

Module 2: How Conversations Work

• Conversations as goal-oriented collaboration
• Turn-taking, initiative, and shared context
• When systems should ask, act, clarify, or hand off
• Exercise 2 – Turn-by-Turn Breakdown: Evaluate and improve a short dialogue using core principles

Module 3: Designing Conversations with Real Language

• Writing sample dialogues instead of flowcharts
• Designing for ambiguity, errors, and misunderstanding
• Tone as behaviour and expectation-setting
• Exercise 3 – Sample Dialogue Design: Write and refine dialogue for a focused use case

Module 4: Testing Conversations Before You Build

• Why most conversational systems are never properly tested
• Role-play and Wizard-of-Oz testing techniques
• Observing breakdowns and user confusion
• Exercise 4 – Live Role-Play Testing: Test conversations in real time and capture failure points

Module 5: Iteration Under Real-World Constraints

• Designing for incomplete data and off-path behaviour
• Escalation, handoffs, and graceful failure
• Balancing user needs, system limits, and business goals
• Exercise 5 – Redesign Sprint: Improve the conversation based on testing insights

Module 6: Applying Conversation Design in Your Organisation

• Where conversation design fits in product and delivery lifecycles
• Collaborating with developers, AI teams, and stakeholders
• Common organisational anti-patterns and how to avoid them
• Exercise 6 – Application Mapping: Identify where and how to apply this approach in your own context

Module 7: Wrap-Up & Reflection

• Key takeaways and mindset shifts
• What to change in current or upcoming projects
• Resources and next steps