“If leaders are really trying to lead through emotional intelligence, they will create or shape a team that values listening, observing, and reflection as highly as they value speaking, doing, and delivering,” says Nathaniel Drapiza, Principal Experience Designer at Verizon. “That’s an environment I try to make with my team, where everybody feels comfortable to be honest, to say things that might be critical or unpopular, because we need those inputs to move forward.”

Lead with Emotional Intelligence

Conversational experiences are seeing a surge in popularity, but the processes and systems we use to create them are still emerging. Often, the process gets codified as writing a draft script of the conversation, creating a linear decision tree to map out the logic behind it, then bolting on UI elements if needed.

This works ok for smaller systems, but at scale, it becomes increasingly difficult to maintain flexibility and capture the rationale behind design decisions.

Make it Snappy!