Applying Science to Conversational UX Design

1. Applying Science to Conversational UX Design Bob Moore, Raphael Arar IBM Research

2. Interfaces have come a long way.

4. Conversational Agents

5. “ Jean Baudrillard Sociologist The sad thing about artificial intelligence is that it lacks artifice and therefore intelligence.

6. Human Conversation APIs Conversational Systems Speech to Text Text to SpeechNatural Language  Understanding Dialog Management

7. Human Conversation APIs Conversational Systems Text to SpeechSpeech to Text Natural Language  Understanding Dialog Management

8. USER EXPERIENCE DESIGN ARCHITECTURE INFORMATION ARCHITECTURE HUMAN-COMPUTER INTERACTION INTERACTION DESIGN VISUAL DESIGN MECHANICAL ENGINEERING ELECTRICAL ENGINEERING CONTENT CREATION (Text, Data, Graphics) Signage Info Viz Navigation INTERFACE DESIGN Ubicomp Controls Interactive Environments USABILITY ENGINEERING INDUSTRIAL DESIGN Dan Saffer, UX Designer

9. USER EXPERIENCE DESIGN ARCHITECTURE INFORMATION ARCHITECTURE HUMAN-COMPUTER INTERACTION INTERACTION DESIGN CONVERSATION DESIGN MECHANICAL ENGINEERING ELECTRICAL ENGINEERING CONTENT CREATION (Text, Data, Graphics) Signage Ontology Management Navigation CONVERSATIONAL UI Ubicomp Controls Interactive Environments USABILITY ENGINEERING INDUSTRIAL DESIGN

10. What’s the state-of-the- art for conversational UI?

11. Web. 2017.

13. Web. 1996.

14. Conversational UI. 2017.

15. Conversational UI. ????

16. Human Conversation APIs Conversational Systems Text to SpeechSpeech to Text Natural Language  Understanding Dialog Management

17. Conversational Systems Dialog Management Conversation Analysis Human Conversation

18. What does natural conversation sound like?

19. 20 Des: What is the name? 21 Guy: Detweiler. D-e-t, 22 (1.2) 23 Guy: w-e, 24 (0.4) 25 Guy: i-l-e-r-. 26 (2.0) 27 Des: Foursome? 28 Guy: Yah. 29 (0.4) 30 Des: Electric carts? 31 (0.6) 32 Guy: Uh:::, n:no? I don’t 33 think so. 34 Des: Okay. We'll see yuh then, 35 Guy: Righto, 36 Des: Mm hm, Bye? 01 Des: G'morning. San Juan Hills 02 Country Club? 03 Guy: Guh morning. What’s-w-what 04 kind of a starting time 05 ken:: we get fer::hh 06 sometime this afternoon. 07 (0.7) 08 Guy: Any[time- 09 Des: [Oh:::, [let's see. 10 Guy: [Any time 11 tuhday. 12 Des: Two fordy. One, thirdy. 13 Guy: One thirty? 14 Des: Mm hm::? 15 Guy: One thirty. 16 (0.7) 17 Guy: .hh W'l at sounds like a 18 good time? 19 (0.4)

20. Not every voice or   text interaction is a conversation.

21. Speaker-change recurs, or at least occurs.1 Overwhelmingly, one party talks at a time.2 Occurrences of more than one speaker at a time are common, but brief.3 Transitions (from one turn to a next) with no gap and no overlap are common. Together with transitions characterized by slight gap  or slight overlap, they make up the vast majority of transitions 4 Turn order is not fixed, but varies.5 Turn size is not fixed, but varies.6 Length of conversation is not specified in advance.7 Relative distribution of turns is not specified in advance.9 Number of parties can vary.10 Talk can be continuous or discontinuous.11 Turn-allocation techniques are obviously used. A current speaker may select a next speaker (as when he addresses a question to  another party); or parties may self-select in starting to talk 12 Various 'turn-constructional units' are employed; e.g., turns can be projectedly 'one word long', or they can be sentential in length13 Repair mechanisms exist for dealing with turn-taking errors and violations; e.g., if two parties find themselves talking at the same time, one of them will stop prematurely, thus repairing the trouble 14 What parties say is not specified in advance8 — Harvey Sacks, Emanuel A. Schegloff, Gail Jefferson

22. Meet Alma Natural Conversation Framework

23. Natural Language != Natural Conversation

24. intent distance cuisine place Natural Language

25. Natural Conversation action pair granting request

26. dependency sequence closing hearing trouble dependency dependency understanding trouble base second part base first part

27. Conversational UX a working set of principles

28. Saying is doing

29. J: T's- tsuh beautiful day out isn't it? L: Yeh it's jus' gorgeous... CA A: God izn it dreary. (0.6) B: [Y'know I don't think- A: [.hh- It's warm though,

30. UX “A "signifier" is some sort of indicator, some signal in the physical or social world that can be interpreted meaningfully. Don Norman Cognitive Scientist

31. Recipient design

32. CA “By 'recipient design' we refer to a multitude of respects in which the talk by a party in a conversation is constructed or designed in ways which display an orientation and sensitivity to the particular other(s) who are the co-participants. Harvey Sacks, Emanuel A. Schegloff, Gail Jefferson Sociologists

33. B: Who's doing your remodel? A: Dave CA C: Who's doing your remodel? A: My neighbor across the street.   He's a contractor.

34. UX “[Human-centered design is] an approach that puts human needs, capabilities, and behavior first, then designs to accommodate those needs, capabilities, and ways of behaving. Don Norman Cognitive Scientist

35. Minimization

36. D: Who's doing your remodel? CA A: Dave D: Who? A: You know, my neighbor across the street. D: Oh! A: You had a beer with him? D: Right.

37. CA B: uh, yeah, I guess I'd like Mexican food A: Mañana's is on Fourth and Winchester. It's a great Mexican restaurant within walking distance. It gets five out of five stars. Would you like me to make a reservation for you at Mañana's? A: What kind of food would you like? Mexican Voice inputs are cheap, but voice outputs are expensive

38. UX Occam’s Razor1 Minimize Cognitive Load2 Eliminate Excise3

39. Understanding is interactional

40. CA

41. UX Mental Models1 Feedback2

42. Emotions describe actions

43. CA

44. CA

45. UX Visceral Behavioral Reflexive Norman’s 3 Levels of Emotional Design

46. The best input method   is situational

47. UX Context matters!

48. ibm.biz/conversational-ux

49. Bob Moore rjmoore@us.ibm.com Raphael Arar rarar@us.ibm.com Thank you.