Introducing conversation design into a dev-led organisation with Workday

Collin Carnahan is a Senior UX Conversation Designer at Workday.
Collin joins us to share how he and his team implemented
conversation design systems and processes into a largely
development and technically driven organisation.


One of the crucial elements of getting the customer experience
right with conversational applications is that they're designed
right. That's not to say that technical developers don't have a
role to play, or that conversation design needs to trump
development in all cases. It's to say that conversation design
needs a seat at the big table.


In this conversation, we'll discuss some of the symptoms of
developer-led conversational AI initiatives, the impact that too
much technical and not enough design focus has on customer
experience, and the benefits of being design-led.


We'll also discuss implementing a design system for
conversational AI, scaling conversational applications and more
insights on the benefits conversational AI is delivering at
Workday.


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