Restaurant reservation (Voice)
Sample details
- Project: Voice assistant for hypothetical project
- My Role: Conversation Designer/Conversational Copywriter
- Date: July 2, 2023
- Tools: Figma
Luxury Villas
Luxury Villas Inc. rents 5000 vacation houses at 20 different locations worldwide.
Our large beach houses offer exclusive, high-quality services in a traditional VIP setting for high-income families earning $100,000 or more annually.
Guests can ask the virtual concierge questions about the villa and things to do in the area so guests can experience all highlights, such as the golf clinic for kids or the chef's dinner on Thursday.
Each room is equipped with a smart speaker for convenience, and our website and mobile app feature a chatbot to assist with any inquiries guests may have.
Personas
Customer
Bot personality
The bot will serve as a virtual concierge in each home, guiding guests through the park and helping them with other things. For example, making reservations for dining, transportation, entertainment, or special events. They provide information about local attractions, services, and amenities.
Use case - Restaurant reservation
Inside the villa, with his wife and 2 kids. Feeling excited to try out the assistant. It is about 7:00 pm, and the family is hungry after an active day. They would like to eat ASAP, 1 hour max.
User needs
| Goal | Wants to book a restaurant for four people for tonight. |
| Demands/preferences | Wife is vegan, so we need to have vegan on the menu. Something with a kid-friendly vibe. |
| Motivations/underlying needs | Wants the family to have a memorable experience. |
| Information needs | Wants a list of suggestions to choose from. Needs directions to the restaurant. |
| Anxieties | Not sure if the bot can guarantee a table free. |
| Expectations | Expects the bot to know every restaurant nearby. |
| Other assumptions | Money is not an issue. |
Bot needs
| Fulfillment capability | Can make a reservation at ten different restaurants nearby. Can order a taxi. |
| Can provide this info | Can provide information about cuisine, price range, and atmosphere. Can give directions. |
| Limitations | No info about some restaurants. |
| Must ask this info | Needs to know what type of restaurant, time and date of reservation, and how many people. |
| Has this info already | Knows the family: 2 parents, 2 children. Knows wife is vegan. |
| Must provide this info | Must confirm the reservation, vocally and by text message. Must present the option of ordering a taxi. Must present other options for food (delivery, cooking aid). |
Main Flow
