ELEVATE Keynote - Conversational Design by Lauren Golembiewski

Transcript

1. #givevoice @voxable CONVERSATIONAL INTERFACE DESIGN ELEVATE Lauren Golembiewski
2. #givevoice @voxable
3. #givevoice @voxable CUI Design Process - Define Functionality - Branding - Apply UX Principles - Refine the UI elements - Building and Delivering
4. #givevoice @voxable Before you start Good Systems & Processes
5. #givevoice @voxable Good Conversational Interfaces focus on serving a user’s needs
6. #givevoice @voxable Jobs-to-be-Done Framework - Framework for product discovery and marketing - Created by Clayton Christensen - Your bot is being hired to do a job for users https://www.intercom.com/books/jobs-to-be-done
7. #givevoice @voxable Job stories “Helping Conference attendees navigate the event.” I’m trying to find an event engage with my community. find something relevant and nearby When I want to so I can SITUATION MOTIVATION DESIRED OUTCOME
8. #givevoice @voxable http://bit.ly/bot-brand-p1 Strong Branding Powers Conversational UX.
9. #givevoice @voxable 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/
10. #givevoice @voxable - When your user first uses the CUI (greeting) - When the CUI does not understand the user’s request - When the CUI cannot actually DO the thing requested - When the user is successful - When your user needs support or help - When your user wants to reset or restart the bot Persona Profile Name Location Age Gender Powers Backstory Avatar
11. #givevoice @voxable http://bit.ly/bot-brand-p1 User research guides the experience
12. #givevoice @voxable Understand Your User’s Mentality https://www.nngroup.com/articles/mental-models/ implementation model user’s mental model representation model
13. #givevoice @voxable “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? Map the conversational flow “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!” event availability
14. #givevoice @voxable Conversation flow activity “Help me find an ADW I can go to on Friday” Sure thing! Are you interested 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 Conversational Diagrams what the user says decision Points responses context
15. #givevoice @voxable Structure Content for Machines “Show me an event about branding happening downtown 
 this afternoon” location time USER INTENT: EVENTSEARCH event event_discipline
16. #givevoice @voxable https://github.com/expando-lang/expando Expando (is it possible to|can I|how do I) return (something|an item) is it possible to return something is it possible to return an item can I return something can I return an item how do I return something how do I return an item
17. #givevoice @voxable Refine the User 
 Interface Elements 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
18. #givevoice @voxable 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 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 Messenger UI elements receipt template swipeable galleries text with button quick replies keyboard menu
19. #givevoice @voxable Write and Prototype for Speech - Write for speaking and listening - Optimize word order for clarity and brevity - Act out a script - Add nuance with Speech Synthesis Markup Language (SSML) - Test the way it sounds with a synthesized voice
20. #givevoice @voxable Content Management - Continuously evolve and improve content - Adopt tools that streamline your editorial workflow - Collaborate through strong documentation - Design scalable systems for managing your content
21. #givevoice @voxable Hardware & Platforms - Design for each platform 
 or device. - Think about other sensors and feedback loops with voice.
22. #givevoice @voxable Deliver Development Frameworks Bot-building Platforms Heliogram Microsoft Bot Framework
23. #givevoice @voxable Test & Analyze
24. #givevoice @voxable VOXABLE.IO HOWDY@VOXABLE.IO @VOXABLE G I V E VO I C E 
 TO YO U R P R O D U C T