Designing Dialogue: An intro to voice design

B6031b692931f4f7b7a6a8370316daf7?s=47 bensauer
May 05, 2017

Designing Dialogue: An intro to voice design

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 short introduction, you’ll learn about the design process and learn some fundamental principles. You'll see just how different the design methods are, and how to conduct 'Wizard of Oz' testing.

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bensauer

May 05, 2017
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Transcript

  1. DESIGNING DIALOGUE: 
 AN INTRO TO VUI DESIGN @bensauer UX

    IN THE CITY, MANCHESTER, MAY 2017
  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
  3. None
  4. Curious Rituals produced by The Near Future Laboratory

  5. None
  6. Curious Rituals produced by The Near Future Laboratory

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

  9. Our true calling is to make 
 the system fail

    gracefully.
  10. REALITIES OF VUI

  11. VUI is deceptively limited. @bensauer

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

    100 ∞ USE CASES
  13. None
  14. Platforms limit possibilities. @bensauer

  15. Transactions over conversations. @bensauer

  16. The context of use 
 is everything.

  17. WHAT IS CONVERSATION?

  18. Context Language Exchange Agreement Transaction / Action

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

  20. WHAT’S DIFFERENT ABOUT VUI DESIGN?

  21. Recall over recognition.

  22. The first expression 
 is the goal.

  23. GUI VUI THE USER JOURNEY

  24. The medium you design in
 is not the medium you

    experience. @bensauer
  25. Shorter ‘Time to Test’.

  26. A.I. is getting better at understanding so that 
 we

    don’t have to.
  27. The heart of VUI is great writing. @bensauer

  28. WHAT’S THE PROCESS?

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

    • Voice • Ears
  30. @bensauer 0. CONTEXT 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?
  31. @bensauer 0. CONTEXT 1. PERSONA 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?
  32. None
  33. UTTERANCE • What the user says when it’s their turn;

    e.g. a whole sentence or a response. • These are what you collect in research and testing. 
 UTTERANCE “Order me some glow-in-the-dark toilet paper.”
  34. 
 
 “Order me a Nintendo Switch.” INTENT • An

    abstraction of what the user intended, based on their words. • These map to your system’s API hooks. • Systems are getting better at spotting these so we don’t have to. INTENT: Buy Product
  35. 
 
 “Set a timer for 30 seconds.” VARIABLE •

    Information that accompanies the intent. • Often the stuff your VUI is trying to get from the user to complete their request. VARIABLE: Timer Duration
  36. @bensauer 0. CONTEXT 2. SAMPLE DIALOGUE 1. PERSONA 3. WIZARD

    OF OZ TESTING • Can they use it? • Do they understand it? • What synonyms do they use? • Do they hesitate?
  37. WIZARD OF OZ DEMO

  38. 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
  39. @bensauer 0. CONTEXT 2. SAMPLE DIALOGUE 3. TESTING 1. PERSONA

    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?
  40. Intent BOOKING A CAB: FLOW Location Check Recover Confirm booking

    Time Check Time Check Confirm Location
  41. @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?
  42. VUI PRINCIPLES

  43. Always be capturing.

  44. CAPTURING WHAT PEOPLE SAY

  45. None
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  48. None
  49. Find out the things they need 
 in the things

    they say. WHAT 
 PEOPLE
 SAY WHAT
 THEY 
 NEED
  50. Postel’s Law Be conservative in what you send, be liberal

    in what you accept. @bensauer
  51. I’d really like to visit Llanfairpwllgwyngyll- gogerychwyrndrobwllllantysiliogogogoch. @bensauer USER: In

    North Wales? ALEXA:
  52. Design for mundane realities.

  53. Pair Bluetooth!!!! @bensauer HEAVILY ACCENTED USER FOR THE 3RD TIME:

    I’m really sorry, I still don’t understand. Can I suggest using the Alexa app instead? ALEXA:
  54. Considerate confirmation.

  55. Did you mean Odeon, Brighton? @bensauer SYSTEM HAS 50% CONFIDENCE:

    When would you like to go to 
 the Odeon Brighton? IMPLICIT: <Lights switch on> NONE:
  56. Human, but not *too* human.

  57. None
  58. 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
  59. 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
  60. I’m @bensauer.
 (as in ‘Jack Bauer’.) “AUDIENCE. thanks for listening.”

    Read more of my nonsense at: http://slapdashery.org