The cult of conversational design: why forms aren’t dead yet

We explored conversational interfaces, specifically in a hybrid model of interaction, by building a live chat for sales solution. We initially considered two approaches: simple conversational UI and form-based design. Both had pros and cons, but we ultimately decided that relying solely on one approach wasn't the best fit for our problem. We experimented with delivering a form within the conversation, which struck a balance between simplicity and efficiency, allowing users to complete their goals faster with less friction. This hybrid approach considers other interactive elements within the conversation, such as buttons or cards, to help users achieve their objectives. By focusing on user needs rather than design trends, we can create effective conversational interfaces that prioritize usability over aesthetics.

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