The Conversational Q-and-A
Gives the user a back-and-forth way of figuring out answers to their questions, with the feeling that they are in a conversation, even though they are interacting with a machine.
Type of Design
Good for Contexts like
Understanding the System
Engagement in the System
Following Through on a Strategy
Problems & Contexts It Can Work For
Use a Conversational (or Question and Answer)-oriented tool when you want to get across a series of data points or educational points to a user, but without making them read a long document in order to learn them. Rather, break up these points into smaller pieces of information, and then phrase them into question and answers. Give the user the opportunity to respond to your questions by choosing which types of info they want to receive, if they want more info on a point they’ve just been told, or by letting your system know what their current situation is — and so what data points are most relevant to them right now.
By setting up an expert system that can respond to your user’s replies, you will give the user a feeling that they are in a conversation, that they are getting custom information, and that everything they are learning is targeted specifically to what they need to do.