Designing with words: Creating conversational experiences

Designing with Words 100% 9:41 AM UX Australia 2017 @drsymul
Designing with Words Creating conversational experiences Grant Klein @drsymul

hi

hi I don’t think they heard you.

hi I don’t think they heard you. Hi!

hi I don’t think they heard you. Hi! Grant Klein

If it’s good enough for Captain Kirk.

1998

2004

Did people even know what a wireframe was back then? 2004

Did people even know what a wireframe was back then? Not really

Experience Intelligence

Experience Intelligence He’s talking about me! I’m BBX!

Experience Intelligence You’re making me blush…

Hey, we were all young once.

How do we design for what’s left?

The written and spoken word. How do we design for what’s left?

The written and spoken word. How do we design for what’s left? QWERTY ftw, yo!

SAY BOT ONE MORE TIME…. SAY BOT ONE MORE TIME…. Thx: Dharmesh Shah, HubSpotLabs I DARE YOU! I DOUBLE DARE YOU! I DARE YOU! I DOUBLE DARE YOU!

Conversational Interfaces

Conversational Interfaces You appear to be writing a letter

Conversational Interfaces You appear to be writing a letter 2010 - Hey Siri 2012 - OK Google 2015 - Alexa!

Conversational Interfaces 2016 - Cortana In space With guns You appear to be writing a letter

Conversational Interfaces 2016 - Facebook Messenger bots 2017 - Apple Homepod 2017 - Google Home

Conversational Interfaces 2016 - Facebook Messenger bots 2017 - Apple Homepod 2017 - Google Home All the things be chatting

Artiﬁcial Intelligence

Artiﬁcial Intelligence I can be made to think like you

Artiﬁcial Intelligence I can be made to think like you Machine Learning

Artiﬁcial Intelligence I can be made to think like you Machine Learning I think I know what you’re thinking

Artiﬁcial Intelligence I can be made to think like you Machine Learning I think I know what you’re thinking NLP / NLU

Artiﬁcial Intelligence I can be made to think like you Machine Learning I think I know what you’re thinking NLP / NLU I can hear you talking about me

Sounds like I need a scientist, not a designer

Sounds like I need a scientist, not a designer Why do we need conversational design?

Sounds like I need a scientist, not a designer Why do we need conversational design? I’m pretty sure that’s not what that means.

Sounds like I need a scientist, not a designer Why do we need conversational design? Friction and Ambiguity

Sounds like I need a scientist, not a designer Why do we need conversational design? Friction and Ambiguity I love audience participation.

Sounds like I need a scientist, not a designer Why do we need conversational design? Friction and Ambiguity I love audience participation. I’ll go ﬁrst…

Oh my God.

Why do we need conversational design?

Expectations shape the conversational experience. Why do we need conversational design?

Expectations shape the conversational experience. Why do we need conversational design? The 4 critical parts of the design process.

The 4 critical parts of the design process. Conversational Design is like…

The 4 critical parts of the design process. Conversational Design is like… …the ﬁrst time you meet the parents of your partner.

The 4 critical parts of the design process. 1. Only meet them if you have to.

The 4 critical parts of the design process. 1. Only meet them if you have to. 2. What are you meeting them for?

The 4 critical parts of the design process. 1. Only meet them if you have to. 2. What are you meeting them for? 3. Use words they understand.

3. Use words they understand. The 4 critical parts of the design process. 1. Only meet them if you have to. 2. What are you meeting them for? 4. Know how to get out of there.

1. Only meet them if you have to.

1. Only meet them if you have to. If you did, we can chat after this talk.

Recipient Design "By recipient design we refer to a multitude of respects in which the talk by a party in a conversation is constructed or designed in ways which display an orientation and sensitivity to the particular other(s) who are the co-participants." Sacks, H. & Schegloff, E. A simplest systematics for the organization of turn-taking for conversation

Recipient Design UX translation, please?

Recipient Design UX translation, please? Human Centred Design - put human needs ﬁrst.

Recipient Design UX translation, please? Human Centred Design - put human needs ﬁrst. Do we need a bot for this?

Recipient Design UX translation, please? Human Centred Design - put human needs ﬁrst. Do we need a bot for this? What job does the bot need to get done?

Minimisation

Occam’s Razor Minimisation

Occam’s Razor Minimisation Simple is better.

Minimisation Occam’s Razor Simple is better. Minimise cognitive load

1. Only meet them if you have to.

1. Only meet them if you have to. 2. What are you there for?

1. Only meet them if you have to. 2. What are you there for? This is the role of on-boarding.

1. Only meet them if you have to. 2. What are you there for? This is the role of on-boarding. Audience participation time again!

You wouldn't ask a hotdog vendor for veterinary advice

2. What are you there for? This is the role of on-boarding. That’s what I’m here for.

3. Use Words They Understand

3. Use Words They Understand They’re like olden-day Uber drivers.

They’re like olden-day Uber drivers. 3. Use Words They Understand The best input method is situational

They’re like olden-day Uber drivers. 3. Use Words They Understand The best input method is situational Don’t look at me.

They’re like olden-day Uber drivers. 3. Use Words They Understand The best input method is situational Don’t look at me. Context really matters

Can I make an appointment for tomorrow afternoon?

Can I make an appointment for tomorrow afternoon? The doctor can see you on Saturday at 2pm. Is that OK?

Can I make an appointment for tomorrow afternoon? The doctor can see you on Saturday at 2pm. Is that OK? That’s great

Can I make an appointment for tomorrow afternoon? The doctor can see you on Saturday at 2pm. Is that OK? That’s great I’ll book that in for you.

Can I make an appointment for tomorrow afternoon? That’s great Thanks The doctor can see you on Saturday at 2pm. Is that OK? I’ll book that in for you.

Is this appointment related to your rash from last week?

Is this appointment related to your rash from last week? The best input method is situational

Fish - 9. def Humans - 8.

Text Buttons Images Video Mini-apps

Multilingual Vision processing Episodic memory Advanced awesomeness:

3. Use Words They Understand

4. Know How to Get Out of There

4. Know How to Get Out of There Win by failing, gracefully.

4. Know How to Get Out of There Win by failing, gracefully. Fish – 9 def Humans - 8

Rephrase the question Failing gracefully.

Rephrase the question Failing gracefully. Intelligent handover

Rephrase the question Failing gracefully. Intelligent handover Small talk

Rephrase the question Failing gracefully. Intelligent handover Small talk 4. Know How to Get Out of There

The 4 critical parts of the design process. 1. Only meet them if you have to. 2. What are you meeting them for? 3. Use words they understand. 4. Know how to get out of there.

Where to from here?

Where to from here? Internet of 1997 is like conversational experiences in 2017.

Where to from here? Internet of 1997 is like conversational experiences in 2017. It’s responsive design, for a conversation.

Dave, this conversation can serve no purpose anymore.

Dave, this conversation can serve no purpose anymore. Goodbye…

Goodbye…

Your turn to answer some questions, Grant

Designing with Words Creating conversational experiences Grant Klein @drsymul

Designing with words: Creating conversational experiences

Designing with words: Creating conversational experiences

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