A user journey is a set of actions and interactions between a user and a Chat bot that helps the user achieve a goal.
Like all journeys, user journeys are easier if you have a map. This guide describes how you can map user journeys to ensure user success.
Create a flow chart of all user journeys
Flow charts are useful tools for both visualizing and thinking through all user:bot interactions. If your bot works with other Google services, or services outside of Google, be sure to include these bot:platform interactions too. Ideally, your flow chart depicts every possible interaction.
Here's an abridged example flow chart for Scheduler bot, which helps people manage their calendar from Google Chat. It shows the onboarding/authentication and
/checkCalendar user journeys.
The Scheduler bot flow chart exemplifies these best practices:
1: Write user stories to guide your user journeys
A user story is a represents a user goal, and is written so that the user, task, and purpose of the story is clear, but the solution is interpretable:
As a user, I want to do a task, so I can achieve a goal.
User stories are meant to be open-ended because there is usually more than one way to satisfy the requirements they describe. User stories help you set paths for users to follow as they work with your Chat bot.
Most Chat bots have multiple user stories. For example, another user story for the Scheduler bot is:
As a manager, I'd like to schedule a weekly meeting that includes all my direct reports, so we can collaborate on projects.
2: Include a legend
To help others read your user journeys, include a legend that describes which shape represents which type of interaction.
3: Account for all error scenarios
To ensure users never get stuck while working with your Chat bot, include error scenarios in your user journey map. Define how the error occurs, and how the user responds to the error in order to achieve their goal.
4: Include the messages your bot sends to users
Each interaction should end with a message from your bot to the user, even if it's only a message confirming that the bot successfully completed the user's request.