Jack Holmes

Jack Holmes
User experience researcher & designer

Jack Holmes is an independent user experience researcher and designer. He helps organisations big and small understand their customers and build better products. His research has won industry awards, notably the 2014 research into password masking. Jack is the conference chair for UXPA International Conferences. He chaired last summers 2019 event and the 2020 conference in Baltimore, MD, USA. He’s a keen traveller, from the lava fields of Iceland to the bustle of Tokyo. Jack enjoys nothing more than exploring somewhere new.

Talk | Chatbots are Coming! How to Research Chat Experiences

In 2020 80% of organisations will be using chatbots. It’s predicted that banks can automate 90% of customer interactions. Chatbots are coming! They’re changing the way people interact with digital services. It’s our job to make sure this change is for the better.

Where can we use chatbots to solve customer needs? How do we identify journeys to automate? Where should we start? We’ll discuss research methods to identify the customer journeys that can be solved through chat.

How do you prototype a conversation? Should we wireframe chatbot interactions? How do we phrase questions and build conversations?

We’ll talk through the research methods to test conversations with customers. This session will dive into the quick and easy ways to get conversational concepts in front of customers.

Jack Holmes
User experience researcher & designer