Conference Day One: Tuesday, 13th August 2019
Tuesday, August 13th, 2019
9:50 AM CASE STUDY: How the Commonwealth is Using an Agile Approach to Develop Accessible Chatbots and Create Frictionless Services
Digital transformation is not an end unto itself, but a way for organisations to place the user at the center of their services. User centered design looks to create frictionless services, allowing them to have more time for the things they want to do. At the DTA, how we support and encourage user centered design is described in the Digital Service Standard.
- How Chatbots offer the potential to shift our user engagement from low value transactions to high value engagement, building a stronger bond between user and organisation
- To successfully deploy chatbots, first we must know ourselves and what we want to achieve, and in the Commonwealth, these services must be accessible, secure and trusted
- Using the Digital Service Standard’s goals, Matt will show how the Commonwealth is using an agile approach to developing accessible chatbots