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An introduction to voice design - UX Scotland

bensauer
June 07, 2017

An introduction to voice design - UX Scotland

A new frontier is opening up in UX design: voice! Products like Amazon's Echo and Google Home offer designers a new place to play, and new skills to learn. In this 90-minute workshop, learn about the design process, get busy crafting dialogue, and learn some fundamental principles. You'll see just how different the design methods are, and what the 'Wizard of Oz' testing method is. Come find your inner bot!

bensauer

June 07, 2017
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  1. DESIGNING
    DIALOGUE: 

    AN INTRO 

    TO VUI DESIGN
    @bensauer
    UX SCOTLAND, JUNE 2017

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  2. ARISTOTLE
    There is only one condition in which
    we can imagine managers not
    needing subordinates, and masters
    not needing slaves.
    This condition would be that each
    instrument could do its own work, at
    the word of command or by
    intelligent anticipation.
    @bensauer

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  4. Curious Rituals
    produced by The Near Future Laboratory

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  6. Curious Rituals
    produced by The Near Future Laboratory

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  7. • Limited shared vocabulary
    • Poor skills / co-ordination
    • No capacity to learn
    • Never sure job will get done
    • Turns you into the a$$h0le
    Using VUI is a bit like 

    dealing with Manuel…

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  8. https://www.flickr.com/photos/cryptik/23815673664 @bensauer
    ?

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  9. Our true calling is to make 

    the system fail gracefully.

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  10. REALITIES OF
    VUI

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  11. VUI is deceptively limited.
    @bensauer

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  12. @bensauer
    VUI USE MAY BE U-SHAPED
    @bensauer
    AWESOME
    SUCKS
    10 100 ∞
    USE CASES

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  14. Platforms limit
    possibilities.
    @bensauer

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  15. Transactions over
    conversations.
    @bensauer

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  16. The context of use 

    is everything.

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  17. WHAT IS
    CONVERSATION?

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  18. Context
    Language
    Exchange
    Agreement
    Transaction / Action

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  19. from Paul Pangaro's ‘Conversation is more than interface’ https://vimeo.com/207866146

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  20. WHAT’S
    DIFFERENT ABOUT
    VUI DESIGN?

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  21. Recall over
    recognition.

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  22. The first interaction 

    expresses the goal.

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  23. GUI VUI
    THE USER JOURNEY

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  24. The medium you design in

    is not the medium you experience.
    @bensauer

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  25. Shorter ‘Time to Test’.

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  26. A.I. is getting better at
    understanding what
    people mean.

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  27. The heart of VUI 

    is great writing.
    @bensauer

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  28. WHAT’S THE
    PROCESS?

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  29. @bensauer
    0. DOES THE CONTEXT WORK?
    • Hands
    • Eyes
    • Voice
    • Ears

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  30. ACTIVITY
    Create a voice interface
    for a person attending the
    first day of UX Scotland. 

    See page 2 of the handout.

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  31. ACTIVITY
    On page 3, map what they might
    do that day, and where a voice
    interface could help.

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  32. ACTIVITY
    Choose one question or task as 

    your use case.

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  33. @bensauer
    1. DEFINE YOUR PERSONA
    • Who is your system?
    • What’s the personality, the brand?
    • What are their characteristics or
    attributes?
    • What’s the tone of voice?
    • What would it say, or not say?
    0. CONTEXT

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  34. ACTIVITY
    Complete the personality
    spectrum on page 4.

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  35. @bensauer
    2. WRITE SAMPLE DIALOGUE
    • What’s the scenario?
    • How would you improvise it?
    • What’s the expected exchange?
    • How does the system respond?
    • What’s too much, or too little?
    0. CONTEXT 1. PERSONA

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  37. ACTIVITY
    In the first column on page 5,
    write down some ideas about
    what your user might say first.

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  38. “When is the next train to London Victoria?”
    Too concise: 

    20 minutes.

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  39. “When is the next train to London Victoria?”
    Too detailed: 

    The next train from Brighton station to
    London Victoria station leaves in twenty
    minutes, at twenty past ten. It has no
    first class service and divides at
    Haywards Heath. It arrives at London
    Victoria at ten past eleven.

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  40. “When is the next train to London Victoria?”
    Just right: 

    The next train from Brighton to London
    Victoria leaves in 20 minutes.

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  41. ACTIVITY
    In the second column, write
    down some ideas about how the
    system should respond, and how
    the dialogue might continue.

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  42. @bensauer
    3. WIZARD OF OZ TESTING
    • Can they use it?
    • Do they understand it?
    • What synonyms do they use?
    • Do they hesitate?
    0. CONTEXT 2. SAMPLE DIALOGUE
    1. PERSONA

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  43. WIZARD OF OZ
    DEMO

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  44. TEST YOUR VUI IDEA IN 1HR
    WIZARD OF OZ TESTING
    • Write sample dialogue
    • Load it into a plain text file
    • Offer some participants pizza
    • Run a test using ‘Say Wizard’ 

    on a mac
    https://chatbotsmagazine.com/stfu-test-your-voice-app-idea-in-less-than-an-
    hour-2638cdff2503

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  45. ACTIVITY
    On page 7 of the handout, write
    a brief for your test participant.

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  46. ACTIVITY
    Find a partner.

    Read them your brief out loud,
    and find out what they’d say to
    your voice interface.

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  47. ACTIVITY
    Look at your answers on page 5.
    Did what your partner say match
    you wrote?

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  48. @bensauer
    4. DIALOGUE FLOW
    • What are the user journeys?
    • What are the entry points?
    • What are the system states?
    • What happens if the input is
    unexpected?
    0. CONTEXT 2. SAMPLE DIALOGUE 3. TESTING
    1. PERSONA

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  49. Intent
    BOOKING A CAB: FLOW
    Location
    Check
    Recover
    Confirm
    booking
    Time
    Check
    Recover
    Confirm
    Location

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  50. @bensauer
    0. CONTEXT 2. SAMPLE DIALOGUE 3. TESTING 4. FLOW
    1. PERSONA
    5. BUILD AND TEST
    • What is the complete dialogue?
    • How can you avoid dialogue
    repetition?
    • What’s the error rate at scale?

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  51. UTTERANCE
    “Order me some glow-in-the-dark toilet paper.”

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  52. “Order me a Nintendo Switch.”
    INTENT
    Buy Product

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  53. “Set a timer for 30 seconds.”
    VARIABLE
    Timer Duration

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  54. VUI PRINCIPLES

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  55. Always be capturing.

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  56. CAPTURING WHAT
    PEOPLE SAY

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  61. Find out the things they need 

    in the things they say.
    WHAT 

    PEOPLE

    SAY
    WHAT

    THEY 

    NEED

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  62. Postel’s Law
    Be conservative in what you send,
    be liberal in what you accept.
    @bensauer

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  63. I’d really like to visit Llanfair-
    pwllgwyngyllgogerychwyrn
    drobwllllantysiliogogogoch.
    @bensauer
    USER:
    In North Wales?
    ALEXA:

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  64. Design for mundane
    realities.

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  66. Pair Bluetooth!!!!
    @bensauer
    GLASWEGIAN USER FOR THE 3RD TIME:
    I’m really sorry, I still don’t
    understand. Can I suggest using
    the Alexa app instead?
    ALEXA:

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  67. Considerate confirmation.

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  68. Did you mean Odeon, Brighton?
    @bensauer
    SYSTEM HAS 50% CONFIDENCE:
    When would you like to go to 

    the Odeon Brighton?
    IMPLICIT:

    NONE:

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  69. Human, but not *too*
    human.

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  71. RESOURCES
    • Cathy Pearl’s VUI book
    • Wizard of Oz Testing:

    https://chatbotsmagazine.com/stfu-test-
    your-voice-app-idea-in-less-than-an-
    hour-2638cdff2503
    • Say Wizard:

    https://github.com/bensauer/saywizard

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  72. MARC WEISER
    “The most profound technologies are
    those that disappear.
    They weave themselves into the
    fabric of everyday life until they are
    indistinguishable from it.”
    @bensauer

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  73. I’m @bensauer.

    (as in ‘Jack Bauer’.)
    “AUDIENCE. thanks for listening.”

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