OpenDialog Docs
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  • GETTING STARTED
    • Introduction
    • Getting ready
    • Billing and plans
    • Quick Start AI Agents
      • Quick Start AI Agent
      • The "Start from Scratch" AI Agent
        • Chat Management Conversation
        • Welcome Conversation
        • Topic Conversation
        • Global No Match Conversation
        • Supporting LLM Actions
        • Semantic Classifier: Query Classifier
      • A Process Handling AI Agent
  • STEP BY STEP GUIDES
    • AI Agent Creation Overview
    • Add a new topic of discussion
    • Use knowledge sources via RAG
    • Adding a structured conversation
    • Add a 3rd party integration
    • Test and tweak your AI Agent
    • Publish your AI Agent
  • CORE CONCEPTS
    • OpenDialog Approach
      • Designing Conversational AI Agents
    • OpenDialog Platform
      • Scenarios
        • Conversations
        • Scenes
        • Turns and intents
      • Language Services
      • OpenDialog Account Management
        • Creating and managing users
        • Deleting OpenDialog account
        • Account Security
    • OpenDialog Conversation Engine
    • Contexts and attributes
      • Contexts
      • Attributes
      • Attribute Management
      • Conditions and operators
      • Composite Attributes
  • CREATE AI APPLICATIONS
    • Designing your application
      • Conversation Design
        • Conversational Patterns
          • Introduction to conversational patterns
          • Building robust assistants
            • Contextual help
            • Restart
            • End chat
            • Contextual and Global No Match
            • Contextual FAQ
          • Openings
            • Anatomy of an opening
            • Transactional openings
            • Additional information
          • Authentication
            • Components
            • Example dialog
            • Using in OpenDialog
          • Information collection
            • Components
            • Example dialog
            • Using in OpenDialog
            • Additional information
          • Recommendations
            • Components
            • Example dialog
            • Additional information
          • Extended telling
            • Components
            • Example dialog
            • Additional information
          • Repair
            • Types of repair
            • User request not understood
            • Example dialog
            • Additional information
          • Transfer
            • Components
            • Example dialog
            • Additional information
          • Closing
            • Components
            • Example dialog
            • Using in OpenDialog
            • Additional information
        • Best practices
          • Use Case
          • Subject Matter Expertise
          • Business Goals
          • User needs
            • Primary research
            • Secondary research
            • Outcome: user profile
          • Assistant personality
          • Sample dialogs
          • Conversation structure
          • API Integration Capabilities
          • NLU modeling
          • Testing strategy
          • The team
            • What does a conversation designer do
          • Select resources
      • Message Design
        • Message editor
        • Constructing Messages
        • Message Conditions
        • Messages best practices
        • Subsequent Messages - Virtual Intents
        • Using Attributes in Messages
        • Using Markdown in messages
        • Message Types
          • Text Message
          • Image Message
          • Button Message
          • Date Picker Message
          • Audio Message
          • Form Message
          • Full Page Message
          • Conversation Handover message
          • Autocomplete Message
          • Address Autocomplete Message
          • List Message
          • Rich Message
          • Location Message
          • E-Sign Message
          • File Upload Message
          • Meta Messages
            • Progress Bar Message
          • Attribute Message
      • Webchat Interface design
        • Webchat Interface Settings
        • Webchat Controls
      • Accessibility
      • Inclusive design
    • Leveraging Generative AI
      • Language Services
        • Semantic Intent Classifier
          • OpenAI
          • Azure
          • Google Gemini
          • Output attributes
        • Retrieval Augmented Generation
        • Example-based intent classification [Deprecated]
      • Interpreters
        • Available interpreters
          • OpenDialog interpreter
          • Amazon Lex interpreter
          • Google Dialogflow
            • Google Dialogflow interpreter
            • Google Dialogflow Knowledge Base
          • OpenAI interpreter
        • Using a language service interpreter
        • Interpreter Orchestration
        • Troubleshooting interpreters
      • LLM Actions
        • OpenAI
        • Azure OpenAI
        • Output attributes
        • Using conversation history (memory) in LLM actions
        • LLM Action Analytics
    • 3rd party Integrations in your application
      • Webhook actions
      • Actions from library
        • Freshdesk Action
        • Send to Email Action
        • Set Attributes Action
      • Conversation Hand-off
        • Chatwoot
    • Previewing your application
    • Launching your application
    • Monitoring your application
    • Debugging your application
    • Translating your application
    • FAQ
    • Troubleshooting and Common Problems
  • Developing With OpenDialog
    • Integrating with OpenDialog
    • Actions
      • Webhook actions
      • LLM actions
    • WebChat
      • Chat API
      • WebChat authentication
      • User Tracking
      • Load Webchat within page Element
      • How to enable JavaScript in your browser
      • SDK
        • Methods
        • Events
        • Custom Components
    • External APIs
  • Release Notes
    • Version 3 Upgrade Guide
    • Release Notes
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On this page
  • Logs
  • Prior research
  • Internet searches and LLM prompting
  • Reports and research data
  • Heuristic evaluations/expert reviews
  • Methods to use
  1. CREATE AI APPLICATIONS
  2. Designing your application
  3. Conversation Design
  4. Best practices
  5. User needs

Secondary research

PreviousPrimary researchNextOutcome: user profile

Last updated 1 year ago

Secondary research (also called desk research) refers to the process of collecting and analyzing existing data. There are many different types of existing data and the process and insights might vary.

Logs

Data logs may be available for a similar interaction in a channel that is close to the conversational AI application, such as IVR call logs.

While it can be helpful to analyze this type of information, it is important to be mindful of the differences between channels and how that impacts how transferable the findings really are. For instance, IVRs typically represent structured workflows, and users are often conditioned to interact with a speech-enabled IVR in keywords (not natural language). This information is likely not a great fit when building a truly conversational AI.

It may also be possible to review data logs from other channels, such as a mobile app or website. Learning anything from this data that is transferable to a conversational experience may be questionable. For instance, the most popular features on a website may not translate well to a conversational experience, such as anything that involves a longer list of items, and the context of the user (where they are, what they are doing while using a conversational experience) may vary greatly.

Prior research

Any prior user research that was conducted on other channels may be a source of information, specifically around expectations for functionality, level of concerns around e.g. trustworthiness, etc.

Internet searches and LLM prompting

The internet is a great source of information. As always, consider the source of the information. LLMs are another way to gather information.

Reports and research data

Market research and similar in-depth reports can be obtained from certain organizations, but they often come with a (hefty) price tag. A free resource is the .

Heuristic evaluations/expert reviews

Just like competitive research with users is a viable method, a heuristic evaluation of such an interface is a far less involved initiative. A user experience professional reviews a product and, based on their experience, rate aspects of the user experience, and they can also make note of available functionality. The main goal is to identify particularly great or poor aspects of the experience, so that the former can be considered in design, and the latter can be avoided.

Methods to use

The methods to select will depend on the circumstances; not every organization has access to relevant data logs or prior research. A good practice dictates that these areas are investigated; if you don't ask, you may not know that some relevant prior information is available to you.

PEW Research Center