$30 off During Our Annual Pro Sale. View Details »

Conversational Design Theory: Conversational De...

Voxable
January 09, 2019

Conversational Design Theory: Conversational Design Principles

Voxable

January 09, 2019
Tweet

More Decks by Voxable

Other Decks in Design

Transcript

  1. #givevoice @voxable voxable.io Conversational Design Theory: 
 Conversational Design Principles

    Austin Chat UX | January 2019 Lauren Golembiewski CEO & Co-Founder, Voxable
  2. #givevoice @voxable voxable.io 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 Listen Automatic Speech Recognition (ASR) Messaging UI

    Understand Natural Language Understanding (NLU) Process Bot Intelligence Respond Synthesized Voice Messaging UI The Conversational Interaction Loop
  4. #givevoice @voxable voxable.io Listen Research Jobs-to-Be-Done Understand Affinity Maps Object

    Definition Process Scripts Conversation Flows Prototype Respond UI Elements Branding Writing The Conversational Design Process
  5. #givevoice @voxable voxable.io The UX of Conversation - Intuitive -

    Social - Collaborative - Empathetic - Emotional - Temporal - Environmental - Unpredictable - Error prone
  6. #givevoice @voxable voxable.io Intuitive - Language is the human interface

    - Works in a multitude of situations - The way business gets done - Machines make us conscious of the effort to communicate
  7. #givevoice @voxable voxable.io Design for Intuition - Understand the users

    - Document users’ mental models - Build a user-centered information architecture
  8. #givevoice @voxable voxable.io Social - Conversational interaction builds a relationship

    with users - Machines change society and the way humans socialize
  9. #givevoice @voxable voxable.io Design for Society - Understand users’ needs

    as well as the societal implications - Think about the bot’s proactiveness or reactiveness - Develop strong branding to drive the bot’s social presence
  10. #givevoice @voxable voxable.io Collaborative - Quantity - not too much

    or too little information - Quality - truthful and evidence-based - Relevance - information that is pertinent - Delivery - clear, brief, and orderly - Polite - give options, don’t impose Grice’s Maxims
  11. #givevoice @voxable voxable.io Design for Collaboration - Craft responses that

    follow Grice’s Maxims - Focus on providing clear prompts to the users - Employ the GUI to provide structure - Wizard-of-Oz prototype and usability test
  12. #givevoice @voxable voxable.io Empathetic - Theory of mind - We

    constantly infer what others might think, feel, and need - This complex context is (mostly) easy for humans but very difficult for machines
  13. #givevoice @voxable voxable.io Design for Empathy - Think about what

    users say vs. what they mean - Perform user research to understand users deeply - Expose yourself to the users’ situation through contextual interviews - Ask users to think out loud
  14. #givevoice @voxable voxable.io Emotional - Language has the power to

    evoke strong emotions - We share emotion just as much as we share information - Consider how users might express emotion with words
  15. #givevoice @voxable voxable.io Design for Emotions - Use technology to

    measure simple emotions - Use research methods to understand emotions - Craft conversation flows and responses based on emotion - Develop the conversational tone for emotions users experience while interacting with with the bot
  16. #givevoice @voxable voxable.io Temporal - Information is not persistent -

    Voice interfaces and users have to interact in real- time - Just-in-time information delivered effectively
  17. #givevoice @voxable voxable.io Design for Time and Attentiveness - Optimize

    everything for brevity and memory - Use simple language; no jargon - Employ audio and visuals that help users pay attention
  18. #givevoice @voxable voxable.io Environmental - Conversational interactions happen in new

    places and with new devices - Our language is influenced by our setting - Language can more difficult or easy depending on the setting
  19. #givevoice @voxable voxable.io Design for Environment - Understand the environment

    and the conditions in which users are interacting with the bot - Perform contextual interviews to observe users in the environment - Vary the conversation flow based on environment, especially for multi-modal bots
  20. #givevoice @voxable voxable.io Unpredictable - Conversations constantly shift and evolve

    - Original goals are abandoned based on the information discovered in the conversation - Bots should allow for “choose your own adventure” style navigation
  21. #givevoice @voxable voxable.io Design for Unpredictability - Strive for a

    choose-your-own adventure style navigation - Map out users’ journeys based on research - Make error messages contextual to users’ goals
  22. #givevoice @voxable voxable.io Error Prone - Human conversation is very

    error prone - Humans have learned how to handle this well, but machines haven’t - Conversational design needs to invest a great deal in error handling
  23. #givevoice @voxable voxable.io Design for Error Proneness - Identify error-prone

    areas of conversation through research - Invest in strong UX writing - Confirm important steps before executing
  24. #givevoice @voxable voxable.io The UX of Conversation - Intuitive -

    Social - Collaborative - Empathetic - Emotional - Temporal - Environmental - Unpredictable - Error prone
  25. #givevoice @voxable voxable.io Teaching Machines to Converse - Use the

    principles to create the design approach - Perform usability studies with real users to inform the approach - Conversational design is really challenging, meticulous, and exciting