Breaking and rebuilding Nike's chatbot

Nike's chatbot on its Contact Us page was found to be poorly designed and confusing, with issues including unclear authentication flow, lack of welcome message, and inconsistent language choice. Users were also confused by the bot's inability to recognize products or track orders in a straightforward manner, leading to frustration and wasted time. The experience highlighted several design flaws, including an outdated UI, poor timing and response handling, and unnecessary complexity. A redesign was proposed during the episode, with experts showcasing best practices for conversation design and highlighting areas for improvement.