Conversation design is the next big UX challenge for Capital One

GUEST: Steph Hay, head of conversation design at Capital One, knows that her job — creating conversational interfaces for customers to access account information and complete financial tasks — is counterintuitive. Most people don’t like talking about money with other humans, let alone with a voice-enabled, anthropomorphized computer.
Last year, however, Capital One launched an Alexa skill designed to allow customers to do just that: talk to Amazon’s Alexa in ord