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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