Managing Director, Business Mentor, Author
Giles Colborne
Designing Conversations


Giles co-founded cxpartners in 2004. Since then, it has grown to one of the world’s leading independent experience design consultancies working on next generation experience design and generating hundreds of millions of dollars of revenue for companies such as Marriott, eBay and AXA. His book, ‘Simple and Usable’, has sold tens of thousands of copies in Europe and North America and has been translated into Chinese and Korean. Giles is former president of the UPA, co-chair of IA Summit, and UX Awards judge. Additionally, he has worked with the British Standards Institute in developing standards for web accessibility.

UX Salon Keynote

Designing Conversations

Is it true that the next generation of user interfaces are conversational interfaces? This presentation looks beyond the hype to examine why conversational interfaces offer new opportunities for swifter more satisfying interaction. It also shines a light on some of the pitfalls into which conversational interfaces can easily fall. It unpacks the psychology of human conversation and shows how you can turn this into design principles for more satisfying user experiences – whether you’re building a conversational user interface or a standard touch UI.

Morning Workshop

From Insight to Interaction

When you talk to users or stakeholders as part of the design process, you’ll inevitably be asked to design features that are convoluted, contradictory or odd.

This workshop show you how to make sense of those requests and get buy in for better ideas. We’ll turn user research into task models that help you create user interfaces that are simple, efficient, and elegant. You’ll get techniques, tips and hands-on experience that will help you design better products and services.

Afternoon Workshop

The Psychology of Human Conversation

Have you ever found yourself shouting at a vending machine, swearing at a computer, or talking to your car? Interaction design is a dialogue between the user and the system. But the patterns that users follow and expect are the patterns of human conversation. And when those patterns break down, users become confused, frustrated and angry.

This workshop examines the psychology of human conversation and how it applies to interaction design. We’ll look at some basic patterns and apply them to online services. And we’ll explore rules and techniques for prototyping conversations with computers – chat bots.

We’ll explore:

  • Conversational patterns – introductions, alerts, turn-taking, questions and responses.
  • Context setting and context making.
  • The role of emotion in conversation and patterns for empathy.
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Video Highlight

The lost art of efficiency in interaction design.