Designing dialogue - an intro to voice design

With the rise of voice assistants, designers will now have to start thinking about voice as a new canvas. In this talk, Ben outlines the potential future of voice, the design process, and how to test ideas using the Wizard of Oz method.

Transcript

1. DESIGNING DIALOGUE: 
 AN INTRO TO VOICE DESIGN @bensauer MOBX BERLIN, SEP 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
4. Curious Rituals produced by The Near Future Laboratory
6. Curious Rituals produced by The Near Future Laboratory
8. • 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…
9. Our true calling is to make 
 the system fail gracefully.
10. WHERE ARE 
 VOICE ASSISTANTS GOING?
11. We’re facing a future where our home devices may talk by default. @bensauer
12. ELLIE, 7 "Speaking to Alexa's a bit like a Jedi Mind Trick, isn't it Daddy? 
 
 Tell her what to do, she repeats it, then does it." @bensauer
13. @bensauer @bensauer VOICE ASSISTANT MODELS SIRI: ‘FAMILIAR’ ALEXA: ‘THING’ http://www.dfki.de/LAMDa/2013/accepted/13_ApplinFischer.pdf
14. UBIQUITOUS COMPUTING “Invisible, everywhere computing that does not live on a personal device of any sort, but is in the woodwork everywhere.”
16. UBIQUITOUS COMPUTING • Multi-modal • Voice-first; speaks human • Ever-present • Get your attention back
17. Most voice UI today is 
 ‘command and control’. @bensauer
18. GUI vs. VUI
19. VUI is deceptively limited. @bensauer
20. @bensauer VUI USE MAY BE U-SHAPED @bensauer AWESOME SUCKS 10 100 ∞ USE CASES
21. Recall over recognition.
23. The first expression 
 is the goal.
24. GUI VUI THE USER JOURNEY
25. The context of use 
 is everything.
26. DESIGN PROCESS
27. The heart of VUI is great writing. @bensauer
28. @bensauer 0. DOES THE CONTEXT WORK? hands eyes mouth ears
29. @bensauer 0. CONTEXT 1. DEFINE YOUR PERSONA
30. @bensauer 0. CONTEXT 1. PERSONA 2. WRITE SAMPLE DIALOGUE
31. @bensauer 0. CONTEXT 2. SAMPLE DIALOGUE 1. PERSONA 3. WIZARD OF OZ TESTING ‘Say Wizard’ Demo time!
32. @bensauer 0. CONTEXT 2. SAMPLE DIALOGUE 3. TESTING 1. PERSONA 4. DIALOGUE FLOW Intent Location Check Recover Confirm booking Time Check Recover Confirm Location
33. @bensauer 0. CONTEXT 2. SAMPLE DIALOGUE 3. TESTING 4. FLOW 1. PERSONA 5. BUILD AND TEST
34. VUI PRINCIPLES
35. Always be capturing.
36. Postel’s Law Be conservative in what you send, be liberal in what you accept. @bensauer
37. I’d really like to visit Schmedeswurtherwesterdeich. @bensauer USER: In Germany? ALEXA:
38. Design for mundane realities.
39. 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:
40. Considerate confirmation.
41. 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:
42. There are no errors in human conversation.
43. Human, but not *too* human.
45. 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
46. 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
47. I’m @bensauer. “AUDIENCE. thanks for listening.” Read more of my nonsense at: http://slapdashery.org