Adapting in-person conversations to digital channels: The fundamentals of chat

About the webinar

UX Research @ Sendbird takes customer obsession seriously, conducting various research throughout the product lifecycle and ensuring our product teams make data-driven decisions. Using both generative and evaluative research methods, from in-depth interviews to contextual inquiry, surveys, and usability tests, we strive to deeply understand and improve the experiences of our customers as well as their end-users.

To serve as a thought leader in Chat API solutions, we always seek to understand what experiences are considered essential in online chat. As part of that effort, the Sendbird UX Research team reviewed studies within Conversation Analysis (CA) to understand the fundamental principles of human conversation and explored how today’s online chat features may be supporting them.

In this webinar, Jiyeon Yang, UX Research Manager, and Chan Kang, UX Researcher, will introduce the concepts from Conversation Analysis and how they manifest in today’s online chat experiences.