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Meaning Over Mode: How Conversational Design Is...

Voxable
July 25, 2018

Meaning Over Mode: How Conversational Design Is Different

Voxable

July 25, 2018
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  1. #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
  2. #givevoice @voxable voxable.io/voice18 #VOICE18 - The Conversational Interaction Loop -

    The Design Process - The User Experience - Questions Agenda
  3. #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
  4. #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
  5. #givevoice @voxable voxable.io/voice18 #VOICE18 - Automatic speech recognition (ASR) -

    Text input and messaging app affordances The Core Technology Listen
  6. #givevoice @voxable voxable.io/voice18 #VOICE18 Where Does Automatic Speech Recognition (ASR)

    Happen? Browsers - Web Speech API Alexa Google Assistant Siri
  7. #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
  8. #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
  9. #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
  10. #givevoice @voxable voxable.io/voice18 #VOICE18 Process Bot intelligence manages the context

    of the user, the application, and the conversation The Core Technology
  11. #givevoice @voxable voxable.io/voice18 #VOICE18 Respond - Audio feedback - synthesized

    or recorded voices - Messaging app affordances The Core Technology
  12. #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
  13. #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
  14. #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?

  15. #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
  16. #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
  17. #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
  18. #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
  19. #givevoice @voxable voxable.io/voice18 #VOICE18 Prototype the Interactions - Act out

    your interactions - Wizard of Oz Testing - Use prototyping tools Process: Prototype the Interactions
  20. #givevoice @voxable voxable.io/voice18 #VOICE18 The Nature of Conversation - Intuitive

    - Threaded - Collaborative - Empathetic - Emotional - Temporal - Environmental - Unpredictable - Error prone
  21. #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
  22. #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
  23. #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
  24. #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
  25. #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
  26. #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
  27. #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
  28. #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
  29. #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
  30. #givevoice @voxable voxable.io/voice18 #VOICE18 The Nature of Conversation - Intuitive

    - Threaded - Collaborative - Empathetic - Emotional - Temporal - Environmental - Unpredictable - Error prone
  31. #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/
  32. #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
  33. #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
  34. #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