Hey there, future tech superstars! 👋 When you're creating your awesome chatbot, it's super important to understand how people will use it.
We're going to use something called "Journey Mapping" to help us do that. It's like telling a story about how someone discovers and uses your chatbot.
The user journey can be broken down into seven states that a customer goes through: Awareness, Intrigue, Trusting, Convinced, Hopeful, Satisfied, and Passionate. Each state has a customer behavior that indicates what state they’re in and at least one high level business activity required to get the customer to act out that behavior.
So we are looking at the user journey from the perspective of the user and how they discover and use your chatbot.
Remember this fun phrase: All Interesting Things Can Have Special Purposes
Each word helps us remember a stage in the user's journey. Let's break it down!
1. Awareness (A)
- What it means: This is when someone first hears about your chatbot.
- What to look for: How do people find out about your chatbot? Is it through an ad, a friend, or maybe a school announcement?
- Example: A student sees a poster about KittBot in the school hallway.
2. Intrigued (I)
- What it means: Now they're curious and want to know more!
- What to look for: What makes people interested in your chatbot? What cool features catch their eye?
- Example: The student reads that KittBot can help plan fun island activities and gets excited.
3. Trusting (T)
- What it means: People start to believe your chatbot can really help them.
- What to look for: How does your chatbot show it's reliable and safe to use?
- Example: The student sees that KittBot was created by local experts and has good reviews.
4. Convinced (C)
- What it means: They decide to give your chatbot a try.
- What to look for: What finally makes someone say, "Okay, I'll use this!"?
- Example: The student downloads KittBot to help plan a family weekend trip.
5. Hopeful (H)
- What it means: They start using your chatbot and hope it will solve their problem.