Meaning Over Mode: How Conversational Design Is Different

Transcript

1. #givevoice @voxable voxable.io/voice18 #VOICE18 MEANING OVER MODE: HOW CONVERSATIONAL DESIGN IS DIFFERENT VOICE Summit 2018 Lauren Golembiewski
2. #givevoice @voxable voxable.io/voice18 #VOICE18 Voxable helps companies design and develop conversational interfaces and 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/voice18 #VOICE18 - The Conversational Interaction Loop - The Design Process - The User Experience - Questions Agenda
4. #givevoice @voxable voxable.io/voice18 #VOICE18 Why Now? Allows users to access more interfaces and touch points Advancements in AI and machine learning make it possible Reduce cognitive load of data and information
5. #givevoice @voxable voxable.io/voice18 #VOICE18 “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/voice18 #VOICE18 The Conversational Interface Listen Understand Process Respond Conversational Interaction Loop
7. #givevoice @voxable voxable.io/voice18 #VOICE18 - Automatic speech recognition (ASR) - Text input and messaging app affordances The Core Technology Listen
8. #givevoice @voxable voxable.io/voice18 #VOICE18
9. #givevoice @voxable voxable.io/voice18 #VOICE18 Where Does Automatic Speech Recognition (ASR) Happen? Browsers - Web Speech API Alexa Google Assistant Siri
10. #givevoice @voxable voxable.io/voice18 #VOICE18 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/voice18 #VOICE18 Understand Natural language understanding (NLU) gives meaning to text and extracts structured data The Core Technology
12. #givevoice @voxable voxable.io/voice18 #VOICE18 What Does Natural Language Understanding (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/voice18 #VOICE18 Where Does Natural Language Understanding (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/voice18 #VOICE18 Process Bot intelligence manages the context of the user, the application, and the conversation The Core Technology
15. #givevoice @voxable voxable.io/voice18 #VOICE18 Respond - Audio feedback - synthesized or recorded voices - Messaging app affordances The Core Technology
16. #givevoice @voxable voxable.io/voice18 #VOICE18 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/voice18 #VOICE18 CUI Design Process - Listen: Research and Strategy - Understand: Affinity Mapping, Entity Definition, Mind Mapping - Process: Conversational Flow Diagramming - Respond: Branding, Writing, UI Elements
18. #givevoice @voxable voxable.io/voice18 #VOICE18 Listen to Your Users - Who are our users? - What are their needs and pain points? - What types of interaction do they have with the business? - Can those interactions be conversational and automated?

19. #givevoice @voxable voxable.io/voice18 #VOICE18 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/voice18 #VOICE18 Translate User Insights & Data into Dialogues Understand: Affinity Diagramming
21. Understand: Affinity Diagramming
22. #givevoice @voxable voxable.io/voice18 #VOICE18 Describe the Things in the System Understand: Entity Definition
23. #givevoice @voxable voxable.io/voice18 #VOICE18 “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 Understand: Entity Definition
24. #givevoice @voxable voxable.io/voice18 #VOICE18 Model the Relationships Between the Things Understand: Entity Definition
25. #givevoice @voxable voxable.io/voice18 #VOICE18 Map the Conversational Flow “Show me flights to Newark leaving next Monday after 4pm.” Sure thing! Would you like to fly first class, business class, or coach? First class Classy! And would you like a meal on this flight? Perfect! Here are a list of flights that match your criteria. Yes, of course. seat type meal Process: Conversational Flow Diagrams user location
26. #givevoice @voxable voxable.io/voice18 #VOICE18 “Show me flights to Newark leaving next Monday after 4pm.” Would you like to fly first class, business class, or coach? Perfect! Here are a list of flights that match your criteria. event availability Conversational Diagrams what the user says decision points responses context Process: Conversational Flow Diagrams
27. #givevoice @voxable voxable.io/voice18 #VOICE18 Prototype the Interactions - Act out your interactions - Wizard of Oz Testing - Use prototyping tools Process: Prototype the Interactions
28. #givevoice @voxable voxable.io/voice18 #VOICE18 The Conversational User Experience
29. #givevoice @voxable voxable.io/voice18 #VOICE18 The Nature of Conversation - Intuitive - Threaded - Collaborative - Empathetic - Emotional - Temporal - Environmental - Unpredictable - Error prone
30. #givevoice @voxable voxable.io/voice18 #VOICE18 Intuitive - The way humans operate - The way business gets done - Works in a multitude of situations - Machines make us conscious of the effort to communicate
31. #givevoice @voxable voxable.io/voice18 #VOICE18 Threaded - Conversations follow paths - Threads are the way we manage the topics and goals of conversations - Threads help machines manage conversations
32. #givevoice @voxable voxable.io/voice18 #VOICE18 Collaborative - Quantity - not too much or too little info - Quality - truthful and evidence-based - Relevance - info that is pertinent - Delivery - clear, brief, and orderly - Polite - give options, don’t impose Grice’s Maxims
33. #givevoice @voxable voxable.io/voice18 #VOICE18 Empathetic - Theory of mind - We are constantly inferring what others might think, feel, and need - This complex context is (mostly) easy for humans but very difficult for machines
34. #givevoice @voxable voxable.io/voice18 #VOICE18 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
35. #givevoice @voxable voxable.io/voice18 #VOICE18 Temporal - Information is not persistent - Voice interfaces and users have to interact in real-time - Just-in-time information delivered effectively
36. #givevoice @voxable voxable.io/voice18 #VOICE18 Environmental - Noises, distractions, and events - Our setting, like work or home, influences our language - CUI design needs to be aware of the environment users are in
37. #givevoice @voxable voxable.io/voice18 #VOICE18 Unpredictable - They constantly shift and evolve - Original goals are abandoned based on the info discovered in the conversation - CUIs should allow for “choose your own adventure” style navigation
38. #givevoice @voxable voxable.io/voice18 #VOICE18 Error Prone - Human conversation is very error prone - Humans have learned how to handle this well, but machines haven’t - CUI design needs to invest a great deal in error handling
39. #givevoice @voxable voxable.io/voice18 #VOICE18 The Nature of Conversation - Intuitive - Threaded - Collaborative - Empathetic - Emotional - Temporal - Environmental - Unpredictable - Error prone
40. #givevoice @voxable voxable.io/voice18 #VOICE18 http://bit.ly/bot-brand-p1 Strong Branding Powers Conversational UX Respond: Branding
41. #givevoice @voxable voxable.io/voice18 #VOICE18 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/
42. #givevoice @voxable voxable.io/voice18 #VOICE18 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
43. #givevoice @voxable voxable.io/voice18 #VOICE18 Refine the User 
 Interface Elements Respond: UI Elements
44. #givevoice @voxable voxable.io/voice18 #VOICE18 Systematize Writing and UI - Align on core principles - Develop systems for consistent writing - Systematize writing and UI elements - Write collaboratively as a team
45. #givevoice @voxable voxable.io/voice18 #VOICE18 Craft Words Methodically - Eliminate all unnecessary words - Iterate and remove even more - Add personality sparingly - Employ user interface elements http://bit.ly/talk-freddish
46. #givevoice @voxable voxable.io/voice18 #VOICE18 Deliver the Interface NLU Platforms Development Frameworks Heliogram Microsoft Bot Framework
47. #givevoice @voxable voxable.io/voice18 #VOICE18 Test & Analyze
48. #givevoice @voxable voxable.io/voice18 #VOICE18 Iterate, Collaborate, & Evangelize
49. voxable.io/voice18 howdy@voxable.io Give your business a voice with Voxable.