Are you a technical writer or content strategist? Soon you'll be asked to design interactions for a content-only interface: the chatbot. This talk helps you learn how to craft chatbot experiences that work for users.
Content Design for the Conversational UI - Design + Content Conference 2019Melanie Seibert
Each type of chatbot (voice, text, or both) has its own unique abilities and design requirements. How do you create truly helpful experiences for these user interfaces? Together, we’ll learn to think beyond the screen, and take advantage of the exciting potential of the conversational UI.
Melanie Seibert - Content Design for the Conversational UILavaConConference
In this session attendees will learn:
How to design conversations that users find helpful and delightful.
The specific content design constraints of text- and voice-based chatbots.
The most important platforms to know about (like Facebook Messenger, Google Home, and Amazon Alexa) and differences between them.
How to reach users via the medium (graphical, text, or audio) that works best for their context.
How to take on the mantle of designer for an entirely content-based experience
A primer on using social media (especially Twitter) for online recruiting. If you're a professional recruiter in technology staffing or are recruiting hard to find talent, these tips will help you connect with passive job candidates.
Shaping Structured Content for Better User ExperienceJoe Pairman
[Presented at the Content Marketing Institute's Intelligent Content conference, 2017]
We’re not writing documents any more — or even web pages. Our creations can turn up in different formats, out of sequence, and even on different platforms. These new ways of delivering information to users are based on structured content — a way of organizing writing into consistent templates. If you’re not familiar with that approach, it can seem intimidating. If you already have some experience, it can be even more daunting. The gains from breaking down pages into atomized chunks can come at a cost to narrative flow and context: the ingredients we used to rely on to provide our customers with enthralling experiences.
We can retake control of our content by learning the new tools of the trade: not software as such, but the basic patterns of structured content and how to use them to shape user experiences for the better. We must grasp what can be personalized, and how. We must understand the network of rules that can govern navigation links, and see how to create controlled user choices from a patchwork of information — a kind of “choose your own adventure” for modern digital customer experiences.
How to Personalize Content Experience at Scale - ICC 2018Uberflip
This SlideShare was presented by Uberflip's President and CMO Randy Frisch at the Intelligent Content Conference (ICC) 2018. How to Personalize Content Experiences at Scale shows how B2B marketers are increasingly taking ownership of the end-to-end content experience, expanding beyond initial acquisition to sales enablement and ABM. You'll see real-life examples and get a framework for arming yourself and your marketing team to deliver greater personalization and memorable content experiences to your customers—at scale!
Here’s a thing to chew on: are your social platforms connecting you to new people or just those in your circles?
Meet HASH, a revolutionary app that connects you to people you may need, either for play or for business; to possibilities and opportunities that you didn’t know exist within your hyper-local space.
Here’s how it works:
# Create your own hashtags to start conversations with people around you in real-time, from anything to everything that interests you
# Get to know of various discounts and offers tendered by local services within the six-kilometer radius around you.
# Break the ice with that girl or boy you are looking at from the corner of your eye
Let’s say you’re to heading out for drinks in a new city, but not sure which pub offers the best deal in that area. Simply log in to Hash and get real-time reviews from people at the pub!
And what if you need help on a college project, just create a hashtag asking people on your campus help you out using Hash.
Say you want to share a taxi from a railway station, create a hashtag, e.g. #ShareTaxiToXYZ and let passengers help themselves by joining you in the cab.
Using hashtags we provide a platform for categorized local communication, with a huge potential use case!
5 Website Updates to Make in 5 Minutes (or less)Ray van Hilst
Departments operate with a “throw it on the web and forget about it” mentality. Today’s crowded online environment includes mobile experiences, social traffic and changing search technologies that call for more care and feeding than that. This quick hitting session will equip association communicators with the tools and techniques systematically turn their website into the most effective communications tool in their toolbox. Explore web writing techniques, visual messaging, and how to create a practical, usable and repeatable process for publishing content.
Content Design for the Conversational UI - Design + Content Conference 2019Melanie Seibert
Each type of chatbot (voice, text, or both) has its own unique abilities and design requirements. How do you create truly helpful experiences for these user interfaces? Together, we’ll learn to think beyond the screen, and take advantage of the exciting potential of the conversational UI.
Melanie Seibert - Content Design for the Conversational UILavaConConference
In this session attendees will learn:
How to design conversations that users find helpful and delightful.
The specific content design constraints of text- and voice-based chatbots.
The most important platforms to know about (like Facebook Messenger, Google Home, and Amazon Alexa) and differences between them.
How to reach users via the medium (graphical, text, or audio) that works best for their context.
How to take on the mantle of designer for an entirely content-based experience
A primer on using social media (especially Twitter) for online recruiting. If you're a professional recruiter in technology staffing or are recruiting hard to find talent, these tips will help you connect with passive job candidates.
Shaping Structured Content for Better User ExperienceJoe Pairman
[Presented at the Content Marketing Institute's Intelligent Content conference, 2017]
We’re not writing documents any more — or even web pages. Our creations can turn up in different formats, out of sequence, and even on different platforms. These new ways of delivering information to users are based on structured content — a way of organizing writing into consistent templates. If you’re not familiar with that approach, it can seem intimidating. If you already have some experience, it can be even more daunting. The gains from breaking down pages into atomized chunks can come at a cost to narrative flow and context: the ingredients we used to rely on to provide our customers with enthralling experiences.
We can retake control of our content by learning the new tools of the trade: not software as such, but the basic patterns of structured content and how to use them to shape user experiences for the better. We must grasp what can be personalized, and how. We must understand the network of rules that can govern navigation links, and see how to create controlled user choices from a patchwork of information — a kind of “choose your own adventure” for modern digital customer experiences.
How to Personalize Content Experience at Scale - ICC 2018Uberflip
This SlideShare was presented by Uberflip's President and CMO Randy Frisch at the Intelligent Content Conference (ICC) 2018. How to Personalize Content Experiences at Scale shows how B2B marketers are increasingly taking ownership of the end-to-end content experience, expanding beyond initial acquisition to sales enablement and ABM. You'll see real-life examples and get a framework for arming yourself and your marketing team to deliver greater personalization and memorable content experiences to your customers—at scale!
Here’s a thing to chew on: are your social platforms connecting you to new people or just those in your circles?
Meet HASH, a revolutionary app that connects you to people you may need, either for play or for business; to possibilities and opportunities that you didn’t know exist within your hyper-local space.
Here’s how it works:
# Create your own hashtags to start conversations with people around you in real-time, from anything to everything that interests you
# Get to know of various discounts and offers tendered by local services within the six-kilometer radius around you.
# Break the ice with that girl or boy you are looking at from the corner of your eye
Let’s say you’re to heading out for drinks in a new city, but not sure which pub offers the best deal in that area. Simply log in to Hash and get real-time reviews from people at the pub!
And what if you need help on a college project, just create a hashtag asking people on your campus help you out using Hash.
Say you want to share a taxi from a railway station, create a hashtag, e.g. #ShareTaxiToXYZ and let passengers help themselves by joining you in the cab.
Using hashtags we provide a platform for categorized local communication, with a huge potential use case!
5 Website Updates to Make in 5 Minutes (or less)Ray van Hilst
Departments operate with a “throw it on the web and forget about it” mentality. Today’s crowded online environment includes mobile experiences, social traffic and changing search technologies that call for more care and feeding than that. This quick hitting session will equip association communicators with the tools and techniques systematically turn their website into the most effective communications tool in their toolbox. Explore web writing techniques, visual messaging, and how to create a practical, usable and repeatable process for publishing content.
Design Principles: The Philosophy of UXWhitney Hess
The visual principles of harmony, unity, contrast, emphasis, variety, balance, proportion, repetition, texture and movement (and others) are widely recognized and practiced, even when they aren’t formally articulated. But creating a good design doesn’t automatically mean creating a good experience.
In order for us to cultivate positive experiences for our users, we need to establish a set of guiding principles for experience design. Guiding principles are the broad philosophy or fundamental beliefs that steer an organization, team or individual’s decision making, irrespective of the project goals, constraints, or resources.
Whitney will share a universally-applicable set of experience design principles that we should all strive to follow, and will explore how you can create and use your own guiding principles to take your site or product to the next level.
Design principles philopsohy of ux -Whitney Hesswww.usarte.co
The document discusses design principles for user experience (UX). It begins by introducing Whitney Hess as a UX designer and consultant. It then provides examples of principles from various companies and organizations, such as Google, Facebook, Microsoft, Burning Man, Starbucks, and others. Finally, it offers tips for crafting one's own design principles, including researching competitors, gathering business goals and user needs, brainstorming, ensuring principles don't overlap, and testing meanings. The overall message is that principles provide consistency, shared vision, and a basis for objective evaluation in UX design.
Doors are our common language for passing into a place for commerce, socialization or pleasure. Passing from one experience to the next. Doors are our refuge at the end of a long day, they are the start to every work day, every meeting, every meal.
Search is the closest thing we have to a front door, yet it is so often forgotten in the design of user experiences.
Our digital world is becoming more and more like a real place, where we spend our time rather than a tool that we use and put down.
This short talk for Search Love Boston 2013 covers some ways in which user experience and search professionals can better work together to make the internet a better place.
SearchLove Boston 2013_Abby Covert_Search is the Front Door to UXDistilled
The document discusses improving the user experience of search results and websites. It provides examples of poor user experiences like dead ends, confusing pages, and auto-playing media. It then offers suggestions on how to avoid these issues, such as ensuring clicks lead to relevant pages, understanding the user context, and measuring pages through analytics. The document argues that search and user experience design should work together by sharing research, collaboratively designing the process, and quality assuring links and pages. The overall message is that search results are an important part of the user experience and should be designed carefully to meet user needs and expectations.
The document provides guidance on skills for active listening and effective user dialogue to better understand customer needs. It discusses removing distractions, using non-verbal and verbal indicators to show engagement, reflecting and clarifying to confirm understanding, and asking open-ended questions to uncover richer information. Effective dialogue involves establishing rapport, probing for relevant details through specific, unbiased questions, and keeping conversations going by asking follow-up questions within 10 seconds. Common barriers like discomfort are addressed, as well as tips for challenging situations.
8 Seconds_Writing for Digital Communications.12.11Carolyn Hudson
1. The document provides an overview of best practices for business communications in the digital age. It discusses the declining average attention span and importance of concise messaging.
2. The document outlines tips for developing effective communications, including using an inverted pyramid structure, writing engaging headlines, and testing materials for clarity. It also provides guidance on digital communication channels and formats.
3. The document discusses techniques for visual storytelling, such as using high-quality images and infographics to enhance reader engagement. It provides tips on image design and formatting to optimize scannability and comprehension.
The document provides guidance on developing effective presentation skills for managers. It discusses three key elements of great presentations: content, design, and delivery. For content, it recommends analyzing your audience, gathering relevant data, and creating an outline. For design, it emphasizes layout, consistency in fonts/colors, and using visuals sparingly. For delivery, it suggests practicing vocal delivery, using engaging body language, handling questions confidently, and dealing with potential issues during presentations. The overall document offers managers tips to improve their presentation skills.
Reputation management in six (sort of) easy stepsmickeylonchar
It's not who YOU say you are, it's who GOOGLE says you are. What can you do to help yourself show up as your best self on Google and the other search engines? Here are some suggestions.
Customer Centric: Product/Service Design for Businessstudiotelon
In 2016 I gave a guest lecture to Business students on customer-centric design in developing products and services. The lecture was part of a one-semester course on digital business.
This document provides best practices for digital content marketing. It discusses how to segment content by goal and keyphrases for service pages versus blog posts. It also covers elements like testimonials versus author bios. Different types of content marketing like advertising versus owned content are compared. Guidelines are provided for topics, headlines, and formatting content for readability. Long-form content that uses formatting like headers and images is found to generate more traffic, links, shares and leads according to various studies.
Website Strategy Planning for Nonprofits501 Commons
This document summarizes a presentation about website strategy planning for nonprofits. It discusses conducting stakeholder interviews and user interviews to understand user needs. It also covers creating personas to represent different user types and performing heuristic evaluations to identify usability issues. The presentation provides examples and recommendations for developing an effective information architecture and digital strategy through user research and design techniques. It concludes with reminding attendees that 501 Commons offers additional workshops and free tech assessments for nonprofits.
AMA Reseach & Strategy Summit: Community WorkshopTom De Ruyck
The document discusses research communities as an alternative way to involve consumers in research up to the boardroom level of an organization. It finds that optimal community threads have around 30 posts and 20% of insights come uniquely from the crowd. Research communities work best when they create engagement through fun and games while managing interaction. Moderators must commit to creating an experience that balances methods, storytelling, and results. When applied effectively through purposeful sampling and brand fans, research communities can generate identification and informational engagement from consumers.
This is a presentation I gave for the National Speaker's Association Ohio ProTrack Branch. Goes over the basics of various social platforms, as well as the "hub and spoke" approach necessary for professional public speakers.
A conversation between you and Google that helps you get more done in your world. Google Assistant is built on top of Google’s deep foundations and investments in ranking, machine learning, artificial intelligence, speech recognition, context, and natural language understanding. We have been investing in these areas for many years, and they are fundamental to creating a truly useful assistant.
Building Character: Creating Consistent Experiences With Design Principles- ...Mad*Pow
Inconsistency is one of the most common points of breakdown and frustration in the interactions and experiences we have. Whether we’re interacting with other people, applications, our bank, our doctor, our government, anyone, we form expectations and understandings of what someone or something will do based on our previous experiences and their past behaviors. When something happens that doesn’t fit with those expectations–that seems out of character–we’re caught off guard. What do we do next? What should we expect now?
Principles act as rules that guide how we think and act. Formed by our motivations, values, and beliefs, we use them as “lenses” through which we examine information in order to make decisions on what to do. And because of their persistent influence on our behavior, they influence other’s views and expectations of us. Using these same kinds of constructs throughout the design process we can design interactions and consistent behaviors that set and live up to expectations for our audiences.
Pubcon Vegas 2010 - Social Media: Measurements & ToolsAdam Proehl
This document discusses various social media measurement tools and metrics. It begins with an overview of common metrics like mentions, sentiment, share of voice, influencers, velocity, reach and share metrics. It then discusses limitations of social media dashboards and similarities to web analytics. The main section recommends focusing on actionable metrics that provide insights rather than just numbers. It emphasizes understanding context and motivations rather than just volume of actions. The document concludes by providing examples of free social media measurement and analytics tools.
Is your nonprofit looking to incorporate more design thinking in its projects? Are you confused about what a design thinking approach entails? This recording will help you learn the ins and outs of design thinking.
The document discusses best practices for using social media to build relationships. It recommends listening first by setting up accounts, keywords, and feeds to follow conversations. Then look for ways to add value through meaningful comments. Focus on building trust and sharing insights over time rather than one-time promotions. Listening is important for the whole organization to learn how they can best engage and support others in conversations online.
Voice Platform Marketing: Let Alexa & Google Home distribute your marketing c...Melanie Seibert
With the rise of voice platforms like Alexa and Google Assistant, you now have more ways to share your content than ever! And you don’t have to be a developer to publish content via Alexa or Google Assistant. If you can fill out a spreadsheet, you can publish a voice app.
Systems Thinking offers methods for breaking down any problem into its component parts so that you can truly understand its causes and start to formulate solutions. Learn how four concepts—Distinctions, Systems, Relationships, and Perspectives—can help you tackle any professional challenge.
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Similar to Content Design for the Conversational UI - STC Summit 2018
Design Principles: The Philosophy of UXWhitney Hess
The visual principles of harmony, unity, contrast, emphasis, variety, balance, proportion, repetition, texture and movement (and others) are widely recognized and practiced, even when they aren’t formally articulated. But creating a good design doesn’t automatically mean creating a good experience.
In order for us to cultivate positive experiences for our users, we need to establish a set of guiding principles for experience design. Guiding principles are the broad philosophy or fundamental beliefs that steer an organization, team or individual’s decision making, irrespective of the project goals, constraints, or resources.
Whitney will share a universally-applicable set of experience design principles that we should all strive to follow, and will explore how you can create and use your own guiding principles to take your site or product to the next level.
Design principles philopsohy of ux -Whitney Hesswww.usarte.co
The document discusses design principles for user experience (UX). It begins by introducing Whitney Hess as a UX designer and consultant. It then provides examples of principles from various companies and organizations, such as Google, Facebook, Microsoft, Burning Man, Starbucks, and others. Finally, it offers tips for crafting one's own design principles, including researching competitors, gathering business goals and user needs, brainstorming, ensuring principles don't overlap, and testing meanings. The overall message is that principles provide consistency, shared vision, and a basis for objective evaluation in UX design.
Doors are our common language for passing into a place for commerce, socialization or pleasure. Passing from one experience to the next. Doors are our refuge at the end of a long day, they are the start to every work day, every meeting, every meal.
Search is the closest thing we have to a front door, yet it is so often forgotten in the design of user experiences.
Our digital world is becoming more and more like a real place, where we spend our time rather than a tool that we use and put down.
This short talk for Search Love Boston 2013 covers some ways in which user experience and search professionals can better work together to make the internet a better place.
SearchLove Boston 2013_Abby Covert_Search is the Front Door to UXDistilled
The document discusses improving the user experience of search results and websites. It provides examples of poor user experiences like dead ends, confusing pages, and auto-playing media. It then offers suggestions on how to avoid these issues, such as ensuring clicks lead to relevant pages, understanding the user context, and measuring pages through analytics. The document argues that search and user experience design should work together by sharing research, collaboratively designing the process, and quality assuring links and pages. The overall message is that search results are an important part of the user experience and should be designed carefully to meet user needs and expectations.
The document provides guidance on skills for active listening and effective user dialogue to better understand customer needs. It discusses removing distractions, using non-verbal and verbal indicators to show engagement, reflecting and clarifying to confirm understanding, and asking open-ended questions to uncover richer information. Effective dialogue involves establishing rapport, probing for relevant details through specific, unbiased questions, and keeping conversations going by asking follow-up questions within 10 seconds. Common barriers like discomfort are addressed, as well as tips for challenging situations.
8 Seconds_Writing for Digital Communications.12.11Carolyn Hudson
1. The document provides an overview of best practices for business communications in the digital age. It discusses the declining average attention span and importance of concise messaging.
2. The document outlines tips for developing effective communications, including using an inverted pyramid structure, writing engaging headlines, and testing materials for clarity. It also provides guidance on digital communication channels and formats.
3. The document discusses techniques for visual storytelling, such as using high-quality images and infographics to enhance reader engagement. It provides tips on image design and formatting to optimize scannability and comprehension.
The document provides guidance on developing effective presentation skills for managers. It discusses three key elements of great presentations: content, design, and delivery. For content, it recommends analyzing your audience, gathering relevant data, and creating an outline. For design, it emphasizes layout, consistency in fonts/colors, and using visuals sparingly. For delivery, it suggests practicing vocal delivery, using engaging body language, handling questions confidently, and dealing with potential issues during presentations. The overall document offers managers tips to improve their presentation skills.
Reputation management in six (sort of) easy stepsmickeylonchar
It's not who YOU say you are, it's who GOOGLE says you are. What can you do to help yourself show up as your best self on Google and the other search engines? Here are some suggestions.
Customer Centric: Product/Service Design for Businessstudiotelon
In 2016 I gave a guest lecture to Business students on customer-centric design in developing products and services. The lecture was part of a one-semester course on digital business.
This document provides best practices for digital content marketing. It discusses how to segment content by goal and keyphrases for service pages versus blog posts. It also covers elements like testimonials versus author bios. Different types of content marketing like advertising versus owned content are compared. Guidelines are provided for topics, headlines, and formatting content for readability. Long-form content that uses formatting like headers and images is found to generate more traffic, links, shares and leads according to various studies.
Website Strategy Planning for Nonprofits501 Commons
This document summarizes a presentation about website strategy planning for nonprofits. It discusses conducting stakeholder interviews and user interviews to understand user needs. It also covers creating personas to represent different user types and performing heuristic evaluations to identify usability issues. The presentation provides examples and recommendations for developing an effective information architecture and digital strategy through user research and design techniques. It concludes with reminding attendees that 501 Commons offers additional workshops and free tech assessments for nonprofits.
AMA Reseach & Strategy Summit: Community WorkshopTom De Ruyck
The document discusses research communities as an alternative way to involve consumers in research up to the boardroom level of an organization. It finds that optimal community threads have around 30 posts and 20% of insights come uniquely from the crowd. Research communities work best when they create engagement through fun and games while managing interaction. Moderators must commit to creating an experience that balances methods, storytelling, and results. When applied effectively through purposeful sampling and brand fans, research communities can generate identification and informational engagement from consumers.
This is a presentation I gave for the National Speaker's Association Ohio ProTrack Branch. Goes over the basics of various social platforms, as well as the "hub and spoke" approach necessary for professional public speakers.
A conversation between you and Google that helps you get more done in your world. Google Assistant is built on top of Google’s deep foundations and investments in ranking, machine learning, artificial intelligence, speech recognition, context, and natural language understanding. We have been investing in these areas for many years, and they are fundamental to creating a truly useful assistant.
Building Character: Creating Consistent Experiences With Design Principles- ...Mad*Pow
Inconsistency is one of the most common points of breakdown and frustration in the interactions and experiences we have. Whether we’re interacting with other people, applications, our bank, our doctor, our government, anyone, we form expectations and understandings of what someone or something will do based on our previous experiences and their past behaviors. When something happens that doesn’t fit with those expectations–that seems out of character–we’re caught off guard. What do we do next? What should we expect now?
Principles act as rules that guide how we think and act. Formed by our motivations, values, and beliefs, we use them as “lenses” through which we examine information in order to make decisions on what to do. And because of their persistent influence on our behavior, they influence other’s views and expectations of us. Using these same kinds of constructs throughout the design process we can design interactions and consistent behaviors that set and live up to expectations for our audiences.
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This document discusses various social media measurement tools and metrics. It begins with an overview of common metrics like mentions, sentiment, share of voice, influencers, velocity, reach and share metrics. It then discusses limitations of social media dashboards and similarities to web analytics. The main section recommends focusing on actionable metrics that provide insights rather than just numbers. It emphasizes understanding context and motivations rather than just volume of actions. The document concludes by providing examples of free social media measurement and analytics tools.
Is your nonprofit looking to incorporate more design thinking in its projects? Are you confused about what a design thinking approach entails? This recording will help you learn the ins and outs of design thinking.
The document discusses best practices for using social media to build relationships. It recommends listening first by setting up accounts, keywords, and feeds to follow conversations. Then look for ways to add value through meaningful comments. Focus on building trust and sharing insights over time rather than one-time promotions. Listening is important for the whole organization to learn how they can best engage and support others in conversations online.
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UDPATE: Evernote had professional note-takers at this talk—read their notes here: https://www.evernote.com/pub/evernote_examples/confabcentral2017#st=p&n=67344f5e-434f-4f48-96d3-034f9ebfb881
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4. Content Design forthe Conversational UI
4
December 2017: 46% of Americans use
digital voice assistants
Source: Pew Research Center
5. Content Design forthe Conversational UI
5
Smart speaker ownership grew 54% overthe
following three months
December 2017—February 2018
Source: comScore
6. Content Design forthe Conversational UI
1. What is Content Design?
2. The Conversational UI
3. The Design Process
4. Easy Ways to Explore
7. 7
“If you approach a new piece of web
content with ‘how shall I write this?’,
that’s writing or editorial.
If you approach it from ‘how am I
going to get this across to the
audience in the best way possible?’,
that’s content design.”
SARAH RICHARDS
AUTHOR OF CONTENT DESIGN
8. Section Title01
8
What is Content Design?
• Writing and editorial
• Usability (making
content user-focused,
actionable, clear)
• Layout, structure,
and hierarchy
• Flow and navigation
• Formats (text, video,
images, audio, tables,
graphs)
• Metadata
• Accessibility
• Testing and
optimization
9. 9
What is Content Design?
Where Content Strategy
and Product Design
overlap.
10. Content Design forthe Conversational UI
1. What is Content Design?
2. The Conversational UI
3. The Design Process
4. Easy Ways to Explore
11. 11
The Conversational UI
A type of user interface consisting
primarily of content, with
relatively few visual elements,
compared to the graphical UI (GUI).
19. What’s the best place to
eat in Charlottesville
that’s not too pricy?
Intents Entities
“What’s the best place
to eat in Charlottesville
that’s not too pricy?”
best place to
eat Charlottesville
not too pricy
Find food best
Charlottesville
not too pricy
Additional Context
Location
Previous reviews
Allergies
1
2 3
Analysis4
Contextual Action
Fulfillment
5
6
Feedback
Confirmation or request for
Additional Information
Action
Call to any relevant APIs
API
Anatomy of a Conversation
Recording (voice only) Conversion to text (voice only)
User Input
System Output
20. What’s the best place to
eat in Charlottesville
that’s not too pricey?
Intents Entities
“What’s the best place
to eat in Charlottesville
that’s not too pricy?”
best place to
eat Charlottesville
not too pricy
Find food best
Charlottesville
not too pricy
Additional Context
Location
Previous reviews
Allergies
User Input1
Recording (voice only)2 Conversion to text (voice only)3
Analysis4
Contextual Action
Fulfillment
5
System Output6
Feedback
Confirmation or request for
Additional Information
Action
Call to any relevant APIs
API
Anatomy of a Conversation
21. Content Design forthe Conversational UI
1. What is Content Design?
2. The Conversational UI
3. The Design Process
4. Easy Ways to Explore
25. Content Design forthe Conversational UI
The Design Process
25
Write a user story
for each intent
26. 26
What’s a User Story?
“A user story is a way of pinning down
what the team need to do
…without telling them how to do it.”
SARAH RICHARDS, CONTENT DESIGN
27. 27
What’s a User Story?
User story:
"As a ,
I want to ,
so that I can ."
28. 28
User Stories
User story:
"As a product user,
I want to know if I can replace the handle,
so that I can avoid having to buy a new
one when the handle breaks."
29. Content Design forthe Conversational UI
The Design Process
29
Prototype the conversation
35. 35
Flows to design
Primary Path
The designed intents.
Error Paths
Can the bot recover when it doesn’t understand or receive input?
Escalate to Customer Support
When should a human agent take over?
Linking to Accounts & Other Platforms
How do you need to integrate with other services? Examples include
purchase, add to shopping list, message someone, call someone.
44. 44
Voice
Manage content density
with “landmarking.”
Ask Astrology Daily
for my horoscope.
Horoscope for what sign?
• Establishes trust
• Supports a natural dialogue
Amazon Alexa Skills Kit Glossary
Voice Tip
Do:
45. 45
Voice
How to Simplify Your Responses - Amazon Alexa Voice Design Guide
What’s happening
at 10 a.m.?
At 10 a.m., you have
the weekly status meeting.
You have the weekly
status meeting at 10 a.m.
Manage content density
with “landmarking” (also
known as implicit confirmation).
Voice Tip
Don’t:
Do:
46. 46
Voice
How long does it take to
get to the Richmond airport?
Manage content density
with “landmarking” (also
known as implicit confirmation).
Example: Cortana
Voice Tip
47. 47
Voice
Amazon Alexa Voice Design Guide
Use “chunking”
to aid
comprehension.
Voice Tip
Here are the cheeses you may like:
cheddar and gouda, as well as gorgonzola,
parmesan, and brie.
The cheeses you may like are cheddar, gouda,
Jarlsberg, porter cheddar, St. Agur blue cheese,
gorgonzola, brie, gruyere, sharp cheddar, and
reggiano parmesan.
Do:
Don’t:
49. 49
Amazon Alexa Voice Design Guide
Provide clear choices.
Voice Tip
We have brie or gouda.
Which would you like?
Would you like brie or gouda?
Don’t:
Do:
Which would you like?
Brie or gouda?
Don’t:
56. 56
Multimodal Tip
“Design prompts for both the ear and the eye. It’s
easiest to start with the spoken prompt, imagining what
you might say in a human-to-human conversation.Then,
condense it to create the display prompt.
GOOGLE DESIGN GUIDELINES
66. Supportive
I root for you. I will try to help you
achieve your goals ratherthan
pursuing my own agenda.
• Opposite: adversarial
How…
…is it?
Personality Framework
67. Optimistic
I speak in positive terms.
I try to see the upside of
everything.
• Neutral: realistic
• Opposite: pessimistic
How…
…is it?
Personality Framework
68. Humorous
I like to entertain and amuse
you—and myself.
• Opposite: serious
How…
…is it?
Personality Framework
70. Formal
I carefully observe rules of
etiquette and present myself
in a “highbrow” manner.
• Opposite: casual
How…
…is it?
Personality Framework
71. Supportive
I root for you. I will try to help you achieve your goals
ratherthan pursuing my own agenda.
• Opposite: adversarial
Optimistic
I speak in positive terms. I try to see the upside of
everything.
• Neutral: realistic
• Opposite: pessimistic
Humorous
I like to entertain and amuse you—and myself.
• Opposite: serious
Motivated
I’m enthusiastic and excited about our
conversation.
• Opposite: reserved
Formal
I carefully observe rules of etiquette and
present myself in a “highbrow” manner.
• Opposite: casual
How…
…is it?
Personality Framework
73. 73
“What types of things
do you know about?”
“Currently I am configured to discuss
myself, and answer whatever questions
you might have about how I work, what I
am, what I can do, how to configure me,
and so on.”
Example: Designed Intents
User
Formal: longer, uses passive voice.
Realistic: focuses on what it can do right now.
Reserved: sticks to the facts.
First draft: WillowTree Bot
74. 74
User Revision: WillowTree Bot
“Right now, I know about
myself. But I can extend my
database to learn about any
topic. Do you have any
suggestions?”
Shorter, less formal.
Optimistic: focuses on what it can do in the future.
Motivated: interested to learn about your domain.
Example: Designed Intents
“What types of things
do you know about?”
75. Content Design forthe Conversational UI
1. What is Content Design?
2. The Conversational UI
3. The Design Process
4. Easy Ways to Explore
79. Section Title01
79
Resources
Sarah Richards, Content Design
Margot Bloomstein, Content
Strategy at Work
Google Design Guidelines
Amazon Alexa Voice Design Guide
WillowTree, The Executive’s Guide
to Driving ROI with Voice
Experiences