Conversational Design Theory: Conversational Design Process

Transcript

1. #givevoice @voxable voxable.io Conversational Design Theory: 
 The Conversational Design Process Austin Chat UX | December 2018 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 Branding Writing UI Elements The Conversational Design Process
5. #givevoice @voxable voxable.io Listen to Your Users Listen
6. #givevoice @voxable voxable.io 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 Listen
7. #givevoice @voxable voxable.io Help people find gifts for their loved ones I need to buy a gift show my mom how much I love her find something I know I will get by christmas When I want to so I can SITUATION MOTIVATION DESIRED OUTCOME Listen
8. #givevoice @voxable voxable.io Understand Translate User Insights into Dialogues
9. #givevoice @voxable voxable.io Understand Describe the Objects in the System
10. #givevoice @voxable voxable.io “Can you help me find a gift 
 for my mom that costs 
 around $100” user intent: find gift budget business recipient - name - preferences - location - APIs (data) - departments - people Understand
11. #givevoice @voxable voxable.io Process Write Scripts & Diagram the Conversational Flow
12. #givevoice @voxable voxable.io - USER
 Alexa, ask Nifty to find me a gift for my mom. - NIFTY
 Righto, let’s find a gift for your mom! First, what is the maximum you would like to spend on this gift? 7. Write Scripts Process
13. #givevoice @voxable voxable.io 8. Diagram the Conversational Flow Help me find a gift for my mom Righto, let’s find a gift! What is the maximum you’d like to spend on this gift? $100 Got it. Does your mom have any hobbies? Huzzah! I found some gift options. She loves baking
14. #givevoice @voxable voxable.io Prototype the Interactions - Act out your interactions - Test using Wizard-of-Oz method - Use prototyping tools Process
15. #givevoice @voxable voxable.io Refine the UI Elements Respond
16. #givevoice @voxable voxable.io 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 Respond
17. #givevoice @voxable voxable.io 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://bit.ly/bot-brand-p1 Respond
18. #givevoice @voxable voxable.io Systemetize Writing & UI Elements - Align on core principles - Develop systems for consistent writing - Systematize writing and UI elements - Write collaboratively as a team Respond
19. #givevoice @voxable voxable.io Craft Words Methodically - Eliminate all unnecessary words - Iterate and remove even more words - Add personality sparingly - Employ UI elements http://bit.ly/talk-freddish Respond
20. voxable.io howdy@voxable.io Give your business a voice with Voxable.