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Welcome to The Field of Conversation Design: What & How Myanmar Youth Empowerment Opportunities By Yamin@tris

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A wave of innovation in tech The field of conversation design & it psychology The conversation design workflow & fundamentals Wizard of Oz Testing & Behaviour Design Agenda

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1984 Personal Computing Platforms shifts occur every 15 years Source: Conversation Design Institute 2006 Mobile 2019 Voice Assistant More than 5 million people at least based on conversation design institute research 85% of automated conversations

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A wave of innovation in tech The field of conversation design & it psychology The conversation design workflow & fundamentals Wizard of Oz Testing & Behaviour Design Agenda

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Tech Language Psychology Conversation Design The field of conversation design

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What does Conversation Designer do?

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Being able to communicate in more helpful, natural and persuasive ways by understanding emotion AI - Artificial Intelligence Human

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Tech Language Psychology Conversation Design Conversation Designer AI Trainer Conversational Copy Writer ● Data into understanding ● Trains the language models ● Goes over the analytics to improve the system ● A bridge between designers and engineers ● Content Managers ● UX Designers ● Customer Service People ● Information to conversation flow ● Figure out what the order of information should be for the experience to be successful ● thinks about person, the tone of voice, behaviour design ● the editor in chief of your conversational A.I team

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Conversation FAQ Transactional Dialogue Conversational AI NLU Adaptation Where are we? Conversation Adaptation

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A wave of innovation in tech The field of conversation design & it psychology The conversation design workflow & fundamentals Wizard of Oz Testing & Behaviour Design Agenda

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Isn’t the water lovely today? Unfunny Story

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Water?

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What’s water?

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Paul Grace: Cooperative Principle ● Quality: we provide information that is true. ● Quantity: We provide as much information as needed. No More, No Less. ○ Don’t expect yes or no questions to have yes or no answers. People usually don’t do that. ● Relevance: We provide information which is useful and helpful that is contributed to the goal. ● Manner: No obscurity, no ambiguity → be simple, be brief, respect the user. How?? Motivation? Copywriting techniques? Jokes?

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A wave of innovation in tech The field of conversation design & it psychology The conversation design workflow & fundamentals Wizard of Oz Testing & Behaviour Design Agenda

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Conversation Design Workflow: Source: Conversation Design Institute

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Sample Dialog: Source: Conversation Design Institute

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A wave of innovation in tech The field of conversation design & it psychology The conversation design workflow & fundamentals Wizard of Oz Testing & Behaviour Design Agenda

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Design Fundamentals : Conversation Mantra Acknowledgement Confirmation Prompt I hear you I have understood you Now, it’s your turn to speak again

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A wave of innovation in tech The field of conversation design & it psychology The conversation design workflow & fundamentals Wizard of Oz Testing & Behaviour Design Agenda

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WOZ Testing: WOZ - we have a script and we’re just going to stick to our script, but we’re going to have other people interact with it and they can speak freely, so they get to say whatever they want. We have to figure out in our script. Wizard of Oz Testing ● Validate your script, and make improvements ● Tester must stick to the script ● Customers may speak freely (after being briefed on context) ● Run tests with 5-10 different people ● Use a diverse group of people to make it inclusive ● Make your script work for everyone Practice?

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A wave of innovation in tech The field of conversation design & it psychology The conversation design workflow & fundamentals Wizard of Oz Testing & Behaviour Design Agenda

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Behavior Design: BJ Fogg Behavioral Model You can prompt desired behaviour by increasing motivation and ability. Practice?

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Thank You The Field of Conversation Design: What & How Myanmar Youth Empowerment Opportunities By Yamin@tris