Contextual interviews help us understand the most pressing
questions and the situations in which they come up
Which modality is appropriate within the usage context?
Voice Hybrid Screen
With Wizard-of-Oz experiments we simulate conversations
The radiologist “controls” the system
via speech, instead of mouse and keyboard.
His (real) assistant translates his requests by
controlling the system via mouse and keyboard.
On which level do users have requests and questions?
Open patient browser What diseases does he have?
Specific requests Goal-oriented questions
During the research phase, we understand the
conversation context and collect typical user questions
RESEARCH FOR CONVERSATIONS
Experience maps visualise the bigger picture of the
conversation we are designing
THE RADIOLOGIST’S JOURNEY
What’s the product scope?
Narrow use-case Broad use-case
Clifford Nass / Scott Brave (Wired for Speech)
Personality allows people to know
how to behave toward others and
what to expect in return.
Job / Role
§ Value Proposition
§ Interaction Principles
§ Information RIA can provide
With bot personas, we create a model of the person that
our users will be talking to
Bot personas interact with user personas and need to be
aligned with existing brand personas
BRAND PERSONA USER PERSONAS
During the strategy phase, we define the basic rules
and principles of the conversation
STRATEGY FOR CONVERSATIONS
Make the conversation come alive early on
…let us iterate quickly …focus internal discussions
…let us test with users…sell the product vision
Current prototyping tools focus on visual interfaces
Paper sketches and storyboards are a shared language when
talking about the product vision
Conversational prototyping tools can help us simulate the
conversation without coding
DEFINE EXAMPLE DIALOGS TEST ON VOICE DEVICE
Close collaboration between product and tech are essential
to get the conversation details right
UX / PRODUCT TEAM TECHNOLOGISTS / DATA SCIENTISTS
Conversational design patterns & principles can guide the
ALEXA SKILLS KIT VOICE DESIGN BEST PRACTICES ACTIONS ON GOOGLE | CONVERSATION BASICS
Kathryn Whitenton (Nielsen Norman Group)
Although voice interaction is markedly
different from graphical user interfaces,
classic usability principles are still critical
to the quality of the user experience.
DESIGN FOR CONVERSATIONS
During the design phase, we flesh out the conversation
— moving from general topics to detailed dialogs
With user-centered design methods, we lay the
groundwork for meaningful conversations
With a conversational mindset, we can incorporate
new methods and tools into our design process
Chatbots will require an extremely
rigorous information architecture
in order to ‘chat’ in a useful way.
Let’s create meaningful conversational experiences
Please take care of …
Sure, option A or option B?
Option B, please.
Johannes Baeck (@jbaeck)
! ? More on a. and my blog productpeoplefit.com.