Designing the personality of a bot

Who is the target audience?

What role will the bot have?

Methodologies for designing the personality of a bot

  1. Customer service: it will be empathetic with users to solve the problems that affect them. In this way, it will be able to lead users to a solution, even if they are wrong at some point. Important tip: never, under any circumstances, put your bot in a defensive position; that will only increase the problem, as well as increase users’ frustrations.
  2. Motivational bot: it will guide users in the objectives they have set, helping and motivating them to achieve their goals. It is more of a coach than a helper, its personality will help them to achieve actions and help them to overcome possible frustrations.

The bot persona

  1. Bot definition: the name and objectives of the bot, which are placed in the central part.
  2. The user’s objectives: separating them from those of the bot helps to better understand the role it will play with the user and how the two can be aligned.
  3. On the right side, there are the motivations of the bot: what it thinks and what it feels.
  4. Finally, on the left side, we will find its actions (Do), in other words, what it does.

The Myers-Briggs types

The Big Five model or personality spectrums

  1. Openness to experience
  2. Conscientiousness
  3. Extraversion
  4. Agreeableness
  5. Neuroticism

Side note: addressing diversity and gender

Communicating with users




User Experience & User Research agency focused on services and digital products. Proud member of @UXalliance

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Torresburriel Estudio

Torresburriel Estudio

User Experience & User Research agency focused on services and digital products. Proud member of @UXalliance

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