Conversational Design for Chatbots & Voice-first Devices

Join us to learn how conversational interfaces like chatbots and voice-first devices are changing design and how to design for conversational experiences.

Voxable sees an amazing opportunity to advance humanity by designing and developing technology that understands us better. Conversational interfaces, like chatbots and voice-first devices, help extend a product’s reach and grow a brand. There’s a wide array of conversational opportunities: marketing, commerce, customer support, consumer apps, and enterprise apps.

This workshop will demystify how machines understand humans as well as how designers can create more intuitive interfaces. Attendees will gain a foundational knowledge of the conversational design process and learn how to craft rich conversational experiences for all users and use cases. We recommend that workshop attendees have a strong grasp of interaction or UX design.

Facilitator

Lauren Golembiewski, Conversational Designer, CEO & Co-founder, Voxable

Lauren's personal mission is to bring more designers, writers, and UX practitioners into a conversational design discipline. She believes conversational interfaces and platforms have not yet reached their full potential and designers have a huge opportunity to address their user's needs better through conversational design. As CEO and Co-founder of Voxable, she helps companies and teams adopt conversational design practices and build robust conversational interfaces. She regularly writes, speaks, and facilitates workshops about conversational design.

Transcript

1. #givevoice @voxable voxable.io/adw #ADW18 Conversational Design for Chatbots & Voice-first Devices Austin Design Week 2018 Lauren Golembiewski CEO & Co-Founder, Voxable
2. #givevoice @voxable voxable.io/adw #ADW18 Voxable helps companies design and develop conversational interfaces as well as teaches teams strategy and process. Not much Wanna hang out? Hey, what's up? What about drinks tomorrow at 7? 12>00 PM Active Now Henri Liriani Home 100% 12>00 PM Let's You I return space 123 M N B V C X Z L K J H G F D S A P O I U Y T R E W Q Aa
3. #givevoice @voxable voxable.io/adw #ADW18 - The Conversational Interaction Loop - CUI Design Process - Design Standards Agenda
4. #givevoice @voxable voxable.io/adw #ADW18 Why Now? Allows users to access more interfaces and touch points Advancements in AI and machine learning make it possible Reduces cognitive load of data and information
5. #givevoice @voxable voxable.io/adw #ADW18 “Now we can start imagining, in an open- ended way, what constellation of connected devices any given person will have around them, and how we can deliver a meaningful, memorable experience on any one of them.” - Erika Hall Conversational Design
6. #givevoice @voxable voxable.io/adw #ADW18 The Core Technology Listen Understand Process Respond Conversational Interaction Loop
7. #givevoice @voxable voxable.io/adw #ADW18 - Automatic speech recognition (ASR) - Text input and messaging app affordances The Core Technology Listen
8. #givevoice @voxable voxable.io/adw #ADW18
9. #givevoice @voxable voxable.io/adw #ADW18 Where Does Automatic Speech Recognition (ASR) Happen? Browsers - Web Speech API Alexa Google Assistant Siri
10. #givevoice @voxable voxable.io/adw #ADW18 Total $15.00 1 Hacker Way Menlo Park, CA 94025 Ship to Visa 4405 Paid with Description Item Name Order confirmation Let's go! Share See who's speaking at Talkabot Speakers Let's go! Share Find out what is happening when Schedule Let's go! Share Get your foundation pieces to build from Shop our favorite items ! Add to cart Description Title View Details Description Title View Details Description Title View Details Description Title View Details Description Title View Details Button The Messenger Platform provides you with tools to create a bot to engage in conversation with people. 9:41 AM ! Schedule " Speakers # More Send a message... Schedule Menu Speakers Supports Buy Tickets Messaging App Affordances
11. #givevoice @voxable voxable.io/adw #ADW18 Understand Natural language understanding (NLU) gives meaning to text and extracts structured data The Core Technology
12. #givevoice @voxable voxable.io/adw #ADW18 What Does NLU Do? “Show me flights from Austin to 
 Newark leaving next Monday 
 after 4pm.” departure city destination city date time INTENT: FLIGHTSEARCH
13. #givevoice @voxable voxable.io/adw #ADW18 Where Does NLU Happen? NLU as a service happens in platforms like Dialogflow, LUIS, Rasa, and Watson Built into platforms like Alexa Custom built by a team of data scientists and linguists
14. #givevoice @voxable voxable.io/adw #ADW18 Process Bot intelligence manages the context of the user, the application, and the conversation The Core Technology
15. #givevoice @voxable voxable.io/adw #ADW18 Respond - Audio feedback - synthesized or recorded voices - Messaging app affordances The Core Technology
16. #givevoice @voxable voxable.io/adw #ADW18 The Core Technology Listen Automatic Speech Recognition (ASR) Messaging UI Understand Natural Language Understanding (NLU) Process Bot Intelligence Respond Synthesized Voice Messaging UI The Conversational Interaction Loop
17. #givevoice @voxable voxable.io/adw #ADW18 CUI Design Process - Listen: Research, Strategy - Understand: Affinity Maps, Object Definition - Process: Scripts, Conversation Flows - Respond: Branding, Writing, UI Elements
18. #givevoice @voxable voxable.io/adw #ADW18 Listen to Your Users - Who are your users? - What are their needs and pain points? - What types of interactions do they have with the interface? - Can those interactions be conversational and automated?

19. #givevoice @voxable voxable.io/adw #ADW18 How to Listen to Your Users - Audit and analyze current conversations - Interview users and gather new data about their needs - Use the Jobs-to-be-Done framework
20. #givevoice @voxable voxable.io/adw #ADW18 What Job Is Your Interface Being Hired To Do? https://www.intercom.com/books/jobs-to-be-done
21. #givevoice @voxable voxable.io/adw #ADW18 Help attendees navigate Austin Design Week events I’m trying to find an event engage with my community find something relevant & nearby When I want to so I can SITUATION MOTIVATION DESIRED OUTCOME
22. #givevoice @voxable voxable.io/adw #ADW18 1. What Are the Jobs-to-Be-Done? Help attendees navigate Austin Design Week events
23. #givevoice @voxable voxable.io/adw #ADW18 2. On Which Channel Is It Launching? Alexa (Voice)
24. #givevoice @voxable voxable.io/adw #ADW18 http://bit.ly/bot-brand-p1 Strong Branding Powers Conversational UX
25. #givevoice @voxable voxable.io/adw #ADW18 Brand: Voice, Tone, & Persona - Voice is the quality of your words - Tone is how words modulate for different situations - Persona is a character that embodies 
 voice and tone http://voiceandtone.com/
26. #givevoice @voxable voxable.io/adw #ADW18 Tonal Shifts for Key Moments - When the user first uses the assistant (introduction) - When the assistant does not understand the user’s request (guidance) - When the assistant does not have capability to complete an action (orientation) - When the user is successful (action) - When the user requests support or help (guidance) - When the assistant needs to send an important announcement (alert) - When the user wants to reset or restart the assistant (orientation) Persona Profile Name Location Age Gender Powers Backstory Avatar
27. #givevoice @voxable voxable.io/adw #ADW18 3. Describe Your Audience Designers and artists in Austin,TX and the surrounding area
28. #givevoice @voxable voxable.io/adw #ADW18 4. Define Brand Voice & Persona Creative Detailed Friendly Carto wants to help designers make the most of Austing Design Week events Name: Carto Location: Austin, TX Backstory: Carto is the Austin Design Week assistant that helps attendees navigate the event Voice Persona
29. Understand: Affinity Diagramming Translate User Insights & Data into Dialogues
30. #givevoice @voxable voxable.io/adw #ADW18 5. Write User Utterances - Which ADW workshops have open spaces on Friday? - Is Voxable hosting a workshop?
31. #givevoice @voxable voxable.io/adw #ADW18 Describe the Objects in the System Understand: Entity Definition
32. #givevoice @voxable voxable.io/adw #ADW18 “Show me flights from Austin to Newark leaving next Friday 
 after 4pm.” user destination city date time business departure city - name - preferences - location - APIs - departments - people
33. #givevoice @voxable voxable.io/adw #ADW18 6. Identify & Define the Objects Which ADW workshops have open spaces on Friday? event_type open spaces date event_type: The event type is a tag used in event search and sorting event_status: The event’s RSVP status which includes on sale, sold out, sales closes, event over event_datetime: The date and time of the event
34. #givevoice @voxable voxable.io/adw #ADW18 Process: Write Scripts Write Scripts & Diagram the Conversational Flow
35. #givevoice @voxable voxable.io/adw #ADW18 7. Write Scripts - USER
 Alexa, ask Austin Design Week to find me workshops that have open seats on Friday. - BOT
 I found three out of the nine workshops happening Friday have available seats. Would you like to hear about those workshops?
36. #givevoice @voxable voxable.io/adw #ADW18 8. Diagram the Conversational Flow Help me find an ADW event I can go to on Friday Sure thing! Are you interested in all events, workshops, studio tours, evening events, or special events? I want to check out a workshop Great! What time do you want to go? morning, afternoon, or evening? Perfect! Here are the events in the morning that don’t have a waitlist Morning please!
37. #givevoice @voxable voxable.io/adw #ADW18 8. Diagram the Conversational Flow Help me find an ADW event I can go to on Friday Sure thing! Are you interested in all events, workshops, studio tours, evening events, or special events? Perfect! Here are the events in the morning that don’t have a waitlist event availability what the user says decision points responses context
38. #givevoice @voxable voxable.io/adw #ADW18 Prototype the Interactions - Act out your interactions - Test using Wizard-of-Oz method - Use prototyping tools
39. #givevoice @voxable voxable.io/adw #ADW18 Refine the UI Elements
40. #givevoice @voxable voxable.io/adw #ADW18 Systemetize Writing & UI Elements - Align on core principles - Develop systems for consistent writing - Systematize writing and UI elements - Write collaboratively as a team
41. #givevoice @voxable voxable.io/adw #ADW18 Craft Words Methodically - Eliminate all unnecessary words - Iterate and remove even more words - Add personality sparingly - Employ UI elements http://bit.ly/talk-freddish
42. #givevoice @voxable voxable.io/adw #ADW18 Deliver the Interface NLU Platforms Development Frameworks Heliogram Microsoft Bot Framework
43. #givevoice @voxable voxable.io/adw #ADW18 Iterate & Collaborate
44. voxable.io howdy@voxable.io Give your business a voice with Voxable.
45. Thanks for attending! Help us continue to make Austin Design Week better. Complete a feedback survey at the end of the session: bit.ly/ADW18survey