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Don't let your Service be speechless – Clive K. Lavery

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This is Clive K. Lavery's presentation from Service Experience Camp 2018 on how to add voice to your services.

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Don't let your Service be speechless – Clive K. Lavery

  1. 1. @cklavery #SXC18 Don't let your Service be speechless Clive K. Lavery - Service Experience Camp 2018
  2. 2. @cklavery #SXC18 Mahlzeit! @cklavery Clive K. Lavery
  3. 3. “Wireframe” - Unknown Artist I Berlin 2018
  4. 4. Jay & Adobe XDI Team
  5. 5. @gerhardkuehne on Twitter
  6. 6. @cklavery #SXC18 Geeky Exercise • Grab your mobile phone or notebook
 • Open your calendar app of choice and • Create a Meeting for this Friday at 2 pm • At a local hotel • Invite a contact to this meeting
 • Count and make a note of every step 
 required to add the event to your calendar
  7. 7. @cklavery #SXC18 How many steps did you count?
  8. 8. @cklavery #SXC18 How many steps did you count?
  9. 9. @cklavery #SXC18 How many steps did you count?
  10. 10. @cklavery #SXC18 How many steps did you count? […]* please schedule a meeting with Jay at the NH Hotel in Berlin from 2 pm to 3:30 pm 
 this Friday * Device agnostic example
  11. 11. @cklavery #SXC18 😍
  12. 12. @cklavery #SXC18 Echo Dot
  13. 13. @cklavery #SXC18 https://careerfoundry.com/en/courses/voice-user-interface-design-with-amazon-alexa
  14. 14. @cklavery #SXC18 https://www.spreadshirt.co.uk/i-m+still+in+beta+tote+bag-D16406213
  15. 15. » We’re just figuring out what works in 
 this space. 
 But it’s exciting to see how voice 
 technology is making it easier for 
 people to get things done,and we’re 
 all learning together.« 
 - Scott Huffmann / VP Engineering, Google Assistant
  16. 16. @cklavery #SXC18 🤐
  17. 17. Design for Voice with Amazon Alexa / AWS Summit 2018
  18. 18. Vocollect Voice Distribution Center Solutions by Honeywell
  19. 19. https://developer.amazon.com/blogs/post/1035ac5c-063a-4339-a495-ecbd1b07847f/open-house-intel-and-amazon-bring-smart-tiny-home-with-alexa-to-ces
  20. 20. https://twitter.com/karlremarks/status/910076298516684801
  21. 21. https://snips.ai
  22. 22. https://snips.ai
  23. 23. https://voice.mozilla.org/en
  24. 24. https://snips.ai
  25. 25. @cklavery #SXC18 🧐
  26. 26. @cklavery #SXC18 Recent LinkedIn Dialogue
  27. 27. @cklavery #SXC18 Recent LinkedIn Dialogue
  28. 28. »Should designers learn to code?« 
 - Old UX debate
  29. 29. »Should designers learn to speak?« 
 - New UX debate
  30. 30. https://www.youtube.com/watch?v=gfHcnig8Lo4
  31. 31. @cklavery #SXC18 🤔
  32. 32. © Girl Talk – Dean Wissing on Flickr licensed under CC BY-SA 2.0
  33. 33. Photo by Ted Williams/Iconic Images/Getty Images
  34. 34. »Last words are for fools 
 who haven’t said enough.« 
 
 - Karl Marx / Process Analyst and Systems Designer
  35. 35. Her © Warner Brothers
  36. 36. https://www.youtube.com/watch?v=nkcKaNqfykg
  37. 37. »Voice will explode and drive companies 
 the size of Facebook and Instagram. 
 
 The ones who act early and provide 
 real value are destined to succeed.« 
 - Gary Vaynerchuck / Entrepreneur and Investor (likes the sound of his own voice)
  38. 38. @cklavery #SXC18 We’ve come a long way https://careerfoundry.com/en/courses/voice-user-interface-design-with-amazon-alexa
  39. 39. @cklavery #SXC18 We’ve come a long way https://us.aibo.comhttps://ctinventor.wordpress.com/2012/01/13/connecticut-product-of-the-day-radio-rex
  40. 40. Adobe Stock: Woman In Kitchen Asking Digital Assistant Question
  41. 41. https://www.theregister.co.uk/2018/07/13/no_seriously_why_are_you_holding_your_phone_like_that/
  42. 42. http://humanetech.com/
  43. 43. @cklavery #SXC18 The Future of Voice is… ▪ still unwritten ▪ dependent on advances in ASR*; NLU*, ML* and AI* ▪ hungry for sufficient amount of data ▪ developing on steroids ▪ changing almost every week
 
 
 Automatic Speech Recognition, Natural Language Understanding, Machine Learning, Artificial Intelligence
  44. 44. @cklavery #SXC18 🤓
  45. 45. @cklavery #SXC18 👀 GUI = Designing for your eyes
  46. 46. @cklavery #SXC18 '' VUI = Designing for your ears
  47. 47. »It’s only words.And words are all I have.« - The Bee Gees / Early Voice Designers
  48. 48. #voicefirst
  49. 49. #voiceonly
  50. 50. @cklavery #SXC18 🤫
  51. 51. @cklavery #SXC18 Same, same https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  52. 52. @cklavery #SXC18 +
  53. 53. @cklavery #SXC18 https://fivewhys.files.wordpress.com/2012/07/design-squiggle1.jpg Same, same
  54. 54. @cklavery #SXC18 Same, same
  55. 55. @cklavery #SXC18 Same questions • What’s the business goal? • Who will be using it? • What will it be used for? • What problem(s) will it solve? • What device(s) will be used? • Where and when will it be used? • What are the limitations? • What are the alternatives?
  56. 56. @cklavery #SXC18 Same, same (but slightly different) https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  57. 57. @cklavery #SXC18 =
  58. 58. @cklavery #SXC18 https://careerfoundry.com/en/blog/ux-design/voice-ui-design-and-cognitive-load
  59. 59. https://imgur.com/gallery/PJWJKYL
  60. 60. @cklavery #SXC18 Clarity is (even more) crucial Dialogue Box from Hell
  61. 61. @cklavery #SXC18 Error handling is (even more) crucial Chrome Dinosaur Game
  62. 62. @cklavery #SXC18 ☝
  63. 63. @cklavery #SXC18 VUI considerations https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  64. 64. @cklavery #SXC18 Good VUI Design • Makes a task faster and easier with voice • Sets clear expectations on what it can do • Minimizes friction • Is consistently reliable • Surprises and delights customers • Delivers fresh content https://www.forbes.com/sites/vivianrosenthal/2018/01/09/interview-with-toni-reid-vice-president-of-alexa-experience-and-echo-devices-at-amazon
  65. 65. @cklavery #SXC18 Do try this at home https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  66. 66. https://www.youtube.com/watch?v=BOUTfUmI8vs&t=2s (with subtitles)
  67. 67. @cklavery #SXC18 👀
  68. 68. https://www.oreilly.com/library/view/gamestorming/9781449391195/ch04s06.html
  69. 69. https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa User Persona
  70. 70. Phases Goals Pain Points Opportunities Steps
  71. 71. @cklavery #SXC18 ''
  72. 72. »Voices will have a social meaning,whether wanted or not.  
 
 […] Negative social responses to inconsistencies between voice and other features result in confusion, distraction, and dislike.« 
 - Clifford Nass / The Media Equation (2002)
  73. 73. © Wikipediahttps://www.bbc.co.uk/programmes/p03j0yjl
  74. 74. https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa System Persona
  75. 75. https://www.oreilly.com/library/view/gamestorming/9781449391195/ch04s06.html TO BE HACKED Empathy Map for a System
  76. 76. http://voicestable.com/voice-over-artists/
  77. 77. Placeona Hands Eyes Ears Mouth In a Library 
 wearing headphones Free Free Free Restricted Cooking Dirty Free Free Free Driving Busy Busy Free Free Des Traynor, Intercom
  78. 78. https://www.bbc.co.uk/rd/blog/2017-06-voice-ui-user-interface-children-drama Scenario Mapping
  79. 79. http://iotservicekit.com/
  80. 80. @cklavery #SXC18 VUI considerations https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  81. 81. @cklavery #SXC18 👀
  82. 82. »Show,don’t tell!« 
 - UX / DT Mantra
  83. 83. @cklavery #SXC18 Scribbles Scribble by Chakib Labidi
  84. 84. https://careerfoundry.com/en/blog/ux-design/how-to-create-your-first-wireframe/ Block Wireframes in Adobe XD
  85. 85. Adobe XD Wireframe UI Kit
  86. 86. https://helpx.adobe.com/in/xd/help/adobe-xd-overview.html
  87. 87. @cklavery #SXC18 ''
  88. 88. »Show, don’t tell?!?« 
 - Confused UX Designer
  89. 89. »Show,don’t tell!« 
 - Confused UX Designer
  90. 90. »That’s the best wireframe I’ve ever heard!«
 - Nobody
  91. 91. @cklavery #SXC18 Wireframes for your ears • Write Sample Dialogues • Document basic interaction options • Demonstrate highlights and lowlights • Test early, test often • Make sure you’re on the right track • Align your team and other stakeholders
  92. 92. @cklavery #SXC18 ☠ @cklavery I motm Vienna R.I.P 
 Lorem Ipsum
  93. 93. @cklavery #SXC18 +
  94. 94. @cklavery #SXC18 👄
  95. 95. @cklavery #SXC18 +
  96. 96. @cklavery #SXC18 👄
  97. 97. @cklavery #SXC18 🔁
  98. 98. Mattia Compagnucci for Hyper Island Alumni Project 
  99. 99. https://www.live.org.uk/index.php/whats-on/introduction-playwriting
  100. 100. @cklavery #SXC18 Sample Dialogue Core Skill: Set Alarm U: Alexa, set an alarm
 S: Great, set an alarm. For what time?
 U: 7 a.m.
 S: Alarm set for 7 a.m.
  101. 101. @cklavery #SXC18 Sample Dialogue incl. Alts Core Skill: Set Alarm U: Set an alarm S: Great, set an alarm. For what time? U: 7 a.m. S: (Alt 1) Alarm set for 7 a.m.  S: (Alt 2) Okay, your alarm is set for 7 a.m.  S: (Alt 3) All right, I’ve set your alarm for 7 a.m.  S: (Alt 4) Alarm set.  S: (Alt 5) Setting your alarm for 7 a.m.
  102. 102. @cklavery #SXC18 Another Sample Dialogue Core Skill: Set Alarm for a Future Date U: Set an alarm S: Great, set an alarm. For what time? U: 7 a.m. on Monday, August 8 S: I can’t find Monday, August 8. Do you want the alarm for Monday, 
 August 7 or Tuesday, August 8? U: What? I’m confused. Oh, it’s Monday, August 7. S: Okay, setting an alarm for 7 a.m. on Monday, August 7. Is that right? U: Yes.
  103. 103. @cklavery #SXC18 Wireframes for your ears • Keep interactions brief • Clearly present options • Limit to 3 choices at a time • Ask for information one piece at a time • Indicate when user needs to provide info • Don’t assume user knows what to do or what will happen. • 
 
 
 https://developer.amazon.com/docs/custom-skills/voice-design-best-practices-legacy.html
  104. 104. @cklavery #SXC18 Wireframes for your ears • Write for how people talk, instead of how they read and write • Conversation Markers (“First…”, “Finally…”; “OK”; “Cool”) • Contractions (“It’s…”, “I’m…”) • Use SSML tags to add human touch (volume, speed, pauses, emphasis) • Avoid repetitive phrases • Avoid Technical and Legal Jargon
  105. 105. @cklavery #SXC18 👀
  106. 106. https://infocommin.wordpress.com/2014/11/18/week-12/ Wireflows
  107. 107. @cklavery #SXC18 ''
  108. 108. Dialogue Flows
  109. 109. https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  110. 110. https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  111. 111. http://portfolio.cherylplatz.com/?p=152
  112. 112. http://portfolio.cherylplatz.com/?p=152 Khoi Vin at Adobe MAX 2018
  113. 113. Voice Prototyping in XD
  114. 114. @cklavery #SXC18 👀
  115. 115. https://www.toptal.com/designers/ux/10-common-ux-deliverables
  116. 116. @cklavery #SXC18 ''
  117. 117. https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  118. 118. @cklavery #SXC18 👀
  119. 119. https://booking.design/5-ways-to-listen-to-your-customers-8d06b67702a6 Use Lab & Eye Tracking
  120. 120. https://booking.design/5-ways-to-listen-to-your-customers-8d06b67702a6 Use Lab & Eye Tracking
  121. 121. https://www.abtasty.com/blog/usability-testing A/B Testing
  122. 122. @cklavery #SXC18 ''
  123. 123. https://www.bbc.co.uk/rd/blog/2017-06-voice-ui-user-interface-children-drama Wizard of Oz Testing
  124. 124. https://developer.amazon.com/alexa/console/ask Beta / Live Testing
  125. 125. @cklavery #SXC18 Same, same (but slightly different) https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
  126. 126. #voicefirst
  127. 127. #voiceonly
  128. 128. Echo Dot Echo Spot
  129. 129. Echo Dot Echo Spot https://www.amazon.com/All-new-Echo-Show-2nd-Gen/dp/B077SXWSRP
  130. 130. https://www.amazon.com/All-new-Echo-Show-2nd-Gen/dp/B077SXWSRP https://9to5google.com/2018/10/09/google-home-hub-assistant-smart-display/
  131. 131. https://portal.facebook.com/
  132. 132. https://www.amazon.com/Echo-Buttons-Pack-gaming-companion/dp/B072C4KCQH
  133. 133. Source: Amazon
  134. 134. Source: Amazon
  135. 135. @cklavery #SXC18 👀
  136. 136. @cklavery #SXC18 ''
  137. 137. https://www.sayspring.com/blog/earcons-audio-version-icon/ TBD
  138. 138. https://www.20k.org/episodes/the-bleeps-the-sweeps-and-the-creeps
  139. 139. @cklavery #SXC18 🤝
  140. 140. »Should designers learn to speak?« 
 - New UX debate
  141. 141. @cklavery #SXC18 Enthusiastic Users Actors Audio 
 Engineers Listen and learn Film Directors Writers Counsellors Product 
 Owners Speech 
 Therapists Sound 
 Designers Brand 
 Experts Call Center
 Agents Customer
 Service Linguists User created by Indygo for Noun Project
  142. 142. »Developers, developers, developers!!!« - Steve Ballmer / Meme Designer
  143. 143. https://twitter.com/atdianalee/status/1050726488646045696
  144. 144. »New input devices don’t kill their 
 predecessors,they stack on top of them[…] 
 Voice won’t kill touchscreens. 
 Touchscreens didn’t kill the mouse. 
 The mouse didn’t kill the command line.« 
 - Des Traynor / Chief Strategy Officer at Intercom
  145. 145. »Voice isn’t, as is often claimed the new 
 UI paradigm, it is another new interface 
 that we must design for and deliver on.« 
 - Des Traynor / Chief Strategy Officer at Intercom
  146. 146. @cklavery #SXC18 Recent LinkedIn Dialogue
  147. 147. @cklavery #SXC18 🙏
  148. 148. @cklavery #SXC18 🖐
  149. 149. https://voiceprinciples.com/
  150. 150. https://vux.world/vui-design-best-practice
  151. 151. https://developer.amazon.com/designing-for-voice
  152. 152. https://designguidelines.withgoogle.com/conversation/conversation-design/welcome.html
  153. 153. https://careerfoundry.com/en/courses/voice-user-interface-design-with-amazon-alexa DISCOUNT CODE: Clive10 Ask for Alexey (@vidanov)
  154. 154. @cklavery #SXC18 😘
  155. 155. @cklavery #SXC18 Available for • VUI Projects • UX Projects (Lead & Strategic) • XD Public Workshops & Customised Training • Other Workshops & Talks • Cup(s) of tea @cklavery Clive K. Lavery
  156. 156. @cklavery #SXC18 Thank you! @cklavery Clive K. Lavery
  157. 157. @cklavery #SXC18 Bonus @cklavery Clive K. Lavery
  158. 158. Voice Prototyping in XD
  159. 159. @cklavery #SXC18 VUI Use Cases A-Z
  160. 160. @cklavery #SXC18 Academia https://www.cnbc.com/2018/08/21/this-university-is-putting-amazon-echo-speakers-in-every-dorm-room.html https://developer.amazon.com/alexa-fund/alexa-fellowship
  161. 161. @cklavery #SXC18 Automotive https://techcrunch.com/2018/07/29/bmws-alexa-integration-gets-it-right/
  162. 162. @cklavery #SXC18 Banking https://www.youtube.com/watch?v=ysy0KLDr2wY
  163. 163. @cklavery #SXC18 Banking https://www.comdirect.de/cms/comdirectapp.html @cklavery I motm Vienna
  164. 164. @cklavery #SXC18 Banking
  165. 165. @cklavery #SXC18 Branding, Positioning & Learning by Doing https://www.mobilemarketer.com/news/moet-hennessy-pops-the-cork-on-alexa-champagne-skill/512068/
  166. 166. @cklavery #SXC18 Branding, Positioning & Learning by Doing https://www.virgintrains.co.uk/alexa
  167. 167. @cklavery #SXC18 Business https://aws.amazon.com/alexaforbusiness/
  168. 168. @cklavery #SXC18 Business Software https://www.talktoslack.com/ https://upsidelab.io/blog/harvest-alexa-case-study/
  169. 169. @cklavery #SXC18 Commerce https://www.cnbc.com/2018/09/24/apple-and-salesforce-are-teaming-up-to-launch-siri-into-enterprise.html
  170. 170. @cklavery #SXC18 Gaming https://www.amazon.com/Echo-Buttons-Pack-gaming-companion/dp/B072C4KCQH
  171. 171. @cklavery #SXC18 Healthcare https://lifepod.com
  172. 172. @cklavery #SXC18 Healthcare http://www.alexadiabeteschallenge.com/
  173. 173. @cklavery #SXC18 Healthcare https://www.cnbc.com/2017/06/18/hospitals-are-looking-for-the-killer-amazon-alexa-app.html ☠
  174. 174. @cklavery #SXC18 Home https://developer.amazon.com/blogs/post/1035ac5c-063a-4339-a495-ecbd1b07847f/open-house-intel-and-amazon-bring-smart-tiny-home-with-alexa-to-ces
  175. 175. @cklavery #SXC18 Hospitality https://www.amazon.com/alexaforhospitality 
 https://www.forbes.com/sites/andriacheng/2018/06/19/amazons-marriott-deal-is
 -way-beyond-alexa-as-your-new-hotel-butler/#22cb12ad721e
  176. 176. @cklavery #SXC18 Inclusive Design https://strongly.mda.org/voice-activation-technology-helps-young-man-with-dmd-live-unlimited/?_ga=2.106787072.24925017.1537710370-126324296.1537710370
  177. 177. @cklavery #SXC18 Kids https://tonies.de
  178. 178. @cklavery #SXC18 Kids https://www.amazon.de/s/ref=lp_10536646031_il_ti_alexa-skills?rh=n%3A10068460031%2Cn%3A%2110068461031%2Cn%3A10536646031&ie=UTF8&qid=1538610969&lo=alexa-skills
  179. 179. @cklavery #SXC18 Logistics Vocollect Voice Distribution Center Solutions by Honeywell
  180. 180. @cklavery #SXC18 Media https://www.horizont.net/tech/nachrichten/Alexa-Wie-der-Bayerische-Rundfunk-Amazons-Sprachassistentin-nutzt-162402
  181. 181. @cklavery #SXC18 Media https://www.futurezone.de/digital-life/article211859237/Hacken-hacken-hacken-die-Sieger-des-FUNKE-Hackathons.html
  182. 182. @cklavery #SXC18 Real Estate https://blog.immobilienscout24.de/mit-sprachassistenten-auf-immobiliensuche-der-neue-alexa-skill/
  183. 183. @cklavery #SXC18 Search https://www.forbes.com/sites/jaysondemers/2018/01/09/why-you-need-to-prepare-for-a-voice-search-revolution/#1ec4a98034af
  184. 184. @cklavery #SXC18 Transport https://developer.amazon.com/de/blogs/alexa/post/7d2a515a-08e2-4adf-b3d4-d4fc6045a6cf/
 mytaxi-erm%C3%B6glicht-deutschen-kunden-%C3%BCber-den-alexa-voice-service-ein-taxi-zu-rufen https://soundcloud.com/one-skill-a-day/11-interview-mit-tim-buthe-von-mytaxi
  185. 185. @cklavery #SXC18 Travel https://www.bahn.de/p/view/service/fahrplaene/amazon-echo.shtml https://www.deutschebahn.com/de/konzern/im_blickpunkt/20161027_Alexa-1190998
  186. 186. @cklavery #SXC18 Travel https://www.virgin.com/news/virgin-trains-partner-amazon-alexa-travel-industry-first
  187. 187. @cklavery #SXC18 Work Voice Balance https://blog.xing.com/de/2018/05/30/xing-entwickelt-und-testet-alexa-skill-fuer-seine-user/https://hackyouroffice.devpost.com/submissions
  188. 188. @cklavery #SXC18 Zoo Experience https://www.parkerlebnis.de/alexa-tierpark-berlin-zoo-hannover-umzug_39433.html https://www.amazon.com/gp/product/B075QMGVH5?ref=skillrw_dsk_pnps_dp_1
  189. 189. @cklavery #SXC18 Available for • VUI Projects • UX Projects (Lead & Strategic) • XD Public Workshops & Customised Training • Other Workshops & Talks • Cup(s) of tea @cklavery Clive K. Lavery

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