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Designing User-focused Conversations for Web Applications

Workshop scheduled at 8:30-11:30 in Room 1 (Johnson)

Whether a chatbot, assistive pop-up, or even error messages, content and UX come together in conversation design. The most successful conversation experiences start and end with understanding your users, your brand and how the two work together.

Conversation design requires a deep understanding of your users and common schemas and helping your users know how to get started. It plays into areas of content design such as on boarding users, help content, SMS notifications, push notifications. It’s the essential element in letting a user know how to proceed or fix errors and celebrate accomplishments.

This workshop will walk through conversation designs beginning with identifying user needs, goals, and feelings followed by developing a user journey. We’ll use those elements to build if/then statements that lead design decisions to intercept users at key steps or business goals. Next, we’ll build conversation prototypes based on the user journey and validate our content through user testing. You’ll be ready to lead design conversations in your teams and build better user experiences.


  • Upon completion of this workshop, attendees will understand the conversation design process and key theories.
  • They will be able to identify user tasks and design appropriate interactions to meet their needs and emotional states.
  • Finally, they will be able to design conversation prototypes and validate through testing.

Attendee Skill Level:
Great for beginners and even better for intermediate content strategists and UX designers ready to take their website or app to the next level.

Presented By

Amy Grace Wells

Amy Grace is a content strategist and UX designer with nearly 15 years of experience in higher ed, publishing, and nonprofit. She holds master’s degress in higher education and user experience design.

Her experiences include leading content strategy at University of South Carolina and Texas A&M AgriLife, where she directed content strategy, information architecture, and social media for the College of Agriculture and Life Sciences and five state agencies. She served as an expert reviewer for “Content Strategy for WordPress,” published in 2015. Bragging rights include holding a sensei rank in karate and singing happy birthday to Muhammad Ali.

Follow @amygracewells on Twitter