An introduction to voice design - UX Scotland

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DESIGNING DIALOGUE:   AN INTRO   TO VUI DESIGN @bensauer UX SCOTLAND, JUNE 2017

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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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Curious Rituals produced by The Near Future Laboratory

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Curious Rituals produced by The Near Future Laboratory

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

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Our true calling is to make   the system fail gracefully.

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REALITIES OF VUI

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VUI is deceptively limited. @bensauer

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

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Platforms limit possibilities. @bensauer

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Transactions over conversations. @bensauer

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The context of use   is everything.

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WHAT IS CONVERSATION?

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Context Language Exchange Agreement Transaction / Action

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

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WHAT’S DIFFERENT ABOUT VUI DESIGN?

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Recall over recognition.

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The ﬁrst interaction   expresses the goal.

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GUI VUI THE USER JOURNEY

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The medium you design in  is not the medium you experience. @bensauer

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Shorter ‘Time to Test’.

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

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The heart of VUI   is great writing. @bensauer

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WHAT’S THE PROCESS?

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

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

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ACTIVITY Choose one question or task as   your use case.

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@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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ACTIVITY Complete the personality spectrum on page 4.

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

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“When is the next train to London Victoria?” Too concise:   20 minutes.

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“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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“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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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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@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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WIZARD OF OZ DEMO

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

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

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

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

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    “Order me a Nintendo Switch.” INTENT Buy Product

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

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VUI PRINCIPLES

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Always be capturing.

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CAPTURING WHAT PEOPLE SAY

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Find out the things they need   in the things they say. WHAT   PEOPLE  SAY WHAT  THEY   NEED

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

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

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Design for mundane realities.

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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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Considerate conﬁrmation.

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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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Human, but not *too* human.

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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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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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I’m @bensauer.  (as in ‘Jack Bauer’.) “AUDIENCE. thanks for listening.”