In this talk by Marli Mesibov, we explore voice UI. These slides come from a webinar given for UX designers and UX writers. Planning and writing for a voice interaction is different from writing for the web. In this webinar, we discussed how to plan for it, and tools to make the process easier.
Topic include:
- How voice UI is different from written content
- How to build a strategy that accounts for voice UI use cases
- Why your company voice needs to change for voice UI
- How to write and test content for voice UI
This presentation was made for the Future Libraries 2013 Conference.
Presentation date: December 7th 2013
The slides for my workshop about Aarhus Public Libraries and a sample of our Design Thinking tools. A 1 1/2 hour workshop is not enough, In case you want to do somethings similar.
From OmniChannelX 2020:
First there was Siri. And then Cortana, Alexa, and Nest. Voice UI is the new hot thing – but how do you write in the right voice for… voice?
This session is for strategists and UX content creators alike. Planning and writing for a voice interaction means considering the complete experience – across all channels. In this session, you’ll learn how to plan for it, as well as tools to make the process easier.
What you’ll learn
- How voice UI is different from written content
- How to build a strategy that accounts for voice UI use cases
- Why your company voice needs to change for voice UI
- How to write and test content for voice UI
Looking for premium tv service in USA and Canada? If yes then We offer you glotv Indian Streaming Server that provides you 4000+ LiveTV 70000+ Channels, OTT, and VOD.
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Writing ad copy for a Facebook advertisement is completely different from writing ad copy for Adwords. A user on Google has intent, and is clearly looking for a solution.
Whereas a user on Facebook or LinkedIn is casually browsing their News Feed, not expecting to engage with an ad. Which is why you need to know how to master the fine art of ad copy writing for any advertising venue.
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Demonstrative Speech 101: Ideas, Outlines, and Examples!Andrea Chen
Demonstrative speeches are a powerful tool that is applicable in many settings, such as business and school!
Check out our blog for a complete guide to deliver the best demonstrative speech, including tips, outlines, and examples: https://www.orai.com/blog/demonstrative-speech-topics/
This presentation was made for the Future Libraries 2013 Conference.
Presentation date: December 7th 2013
The slides for my workshop about Aarhus Public Libraries and a sample of our Design Thinking tools. A 1 1/2 hour workshop is not enough, In case you want to do somethings similar.
From OmniChannelX 2020:
First there was Siri. And then Cortana, Alexa, and Nest. Voice UI is the new hot thing – but how do you write in the right voice for… voice?
This session is for strategists and UX content creators alike. Planning and writing for a voice interaction means considering the complete experience – across all channels. In this session, you’ll learn how to plan for it, as well as tools to make the process easier.
What you’ll learn
- How voice UI is different from written content
- How to build a strategy that accounts for voice UI use cases
- Why your company voice needs to change for voice UI
- How to write and test content for voice UI
Looking for premium tv service in USA and Canada? If yes then We offer you glotv Indian Streaming Server that provides you 4000+ LiveTV 70000+ Channels, OTT, and VOD.
We are here 24/7 just missed on +1-(530)-418-8110
Our Website: https://primeiptvservice.com/
Ad Copy Tips For Adwords, Facebook, and LinkedIn Ads: BrightonSEOAshley Segura
Writing ad copy for a Facebook advertisement is completely different from writing ad copy for Adwords. A user on Google has intent, and is clearly looking for a solution.
Whereas a user on Facebook or LinkedIn is casually browsing their News Feed, not expecting to engage with an ad. Which is why you need to know how to master the fine art of ad copy writing for any advertising venue.
In this presentation, I explain how you can write ad copy that attracts your demographic for each ad venue. You’ll also learn how to see what kinds of advertisements your competitors are making and gain new ad copy ideas.
Demonstrative Speech 101: Ideas, Outlines, and Examples!Andrea Chen
Demonstrative speeches are a powerful tool that is applicable in many settings, such as business and school!
Check out our blog for a complete guide to deliver the best demonstrative speech, including tips, outlines, and examples: https://www.orai.com/blog/demonstrative-speech-topics/
Broad point of view on User/Consumer Experience as a differentiator across product/services.
Thx to VentureHive ( http://venturehive.co/) for the speaking engagement today. Here is the deck I presented on thinking of UX in terms of influencing better ways to own consumers habits.
The Future of Search: How Measuring Satisfaction Will Enhance Our Personal ...teamozlo
Ozlo VP of Engineering, Heidi Young, talks about "The Future of Search: How Measuring Satisfaction Will Enhance Our Personal AIs and Our Lives" at Seattle Interactive 2016
Heidi Young, Ozlo VP of Engineering, Seattle Interactive 2016teamozlo
Ozlo VP of Engineering, Heidi Young, talks about "The Future of Search: How Measuring Satisfaction Will Enhance Our Personal AIs and Our Lives" at Seattle Interactive 2016
Social Media 101 for Nonprofits with Adobe SparkTechSoup
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- Learn design theory basics, including pro tips for applying type and color to your content.
- Curate a feed that feels authentic and consistent with your brand.
- Discover the power of hashtags, learn how to maximize impact with the right copy, learn what to share across social platforms, and much more!
We look forward to sparking new ideas that are sure to level up your social strategy and maximize your mission!
Artificial intelligence and conversational search are having their big moment right now, and it’s easy to see why. Its relevant to all of us. Its potential to enhance our daily lives is the foundation of its widespread adoption…but measuring our satisfaction correctly *in the moment* is the key to its ultimate success – or failure. The future of search lies in the ability of conversational UI to make human-to-computer interactions correct, relevant and useful. The satisfaction metric is the key to moving search ahead, making personal AI assistants essential sidekicks in everyday life. The more our personal AIs “get” us, the more we want to talk with them.
In this session, Ozlo’s Principal Engineering Lead Heidi Young, who has lived and breathed search for more than 10 years, will discuss how the success of AI-driven assistants – and their ability to enhance our lives – depends on a specific satisfaction metric. By breaking down human-to-computer interactions and focusing on immediate feedback loops (micro-level metrics) instead of solely on lagging indicators (macro-level metrics), satisfaction is more effectively measured. This type of engagement is a game-changer is measuring satisfaction and indicating happiness. It should be a top priority of AI architects, since users who have positively ending conversations come back. This is the key to the new personal AI assistant revolution.
AltConf - Products need a vision, not just featuresGregory Raiz
Products are filled with features and there's more on the way. Product and technology teams should understand the vision of the product, both the aspirational vision and the customer WHY.
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Even the most seasoned PR pros have pitching blindspots. In this lively session, Paula Rizzo and Terri Trespicio, cocreators of Lights Camera Expert, show you how to get media attention for your clients again and again. (Originally delivered at PRSA NY Oct 2017)
Establish Your Digital Marketing Strategy in 5 Simple StepsCharlotte Han
In order to implement effective marketing plans and campaigns, we need to set a realistic goal, find our target audience, listen for valuable insight, and provide the best help. To bring it together, measuring, monitoring and optimizing are key.
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The workshop was led by Michael Tedeschi, Creative Director of Interactive Mechanics, an award-winning interactive design firm that builds digital projects and leads workshops for arts, culture, and educational institutions including Eastern State Penitentiary, Ford’s Theatre, and Smithsonian Institution. Mike has over a decade of industry experience in design, development, and user experience, having worked on over 125 digital projects throughout his career.
This is the original speaking notes for a presentation given by Garrett and Prarthana for TYPO 2016. We shared how an internal design team faces the challenges of constant feedback in every direction.
Accessible Design and Content in 20 MinutesMarli Mesibov
Looking for a quick-n-dirty guide to accessible content and design? Here's a 20min talk I gave to my team on content and design. It's full of tips and tricks.
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Broad point of view on User/Consumer Experience as a differentiator across product/services.
Thx to VentureHive ( http://venturehive.co/) for the speaking engagement today. Here is the deck I presented on thinking of UX in terms of influencing better ways to own consumers habits.
The Future of Search: How Measuring Satisfaction Will Enhance Our Personal ...teamozlo
Ozlo VP of Engineering, Heidi Young, talks about "The Future of Search: How Measuring Satisfaction Will Enhance Our Personal AIs and Our Lives" at Seattle Interactive 2016
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3. About Us
Mad*Pow
Mad*Pow leverages strategic design and the psychology of motivation to
create innovative experiences and compelling digital solutions that are good
for people and good for business.
Center for Health Experience Design
The Center for Health Experience Design, founded by Mad*Pow, is a
community of over 800 professionals and a range of
organizations in the health space. Our partners include fledging startups and
global corporations.
4. Center for Health Experience Design
A Focus on Collaboration
We piece together and governs multi-stakeholder initiatives that are open to and will
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Memberships are a lightweight way to strategically extend your team and bring in
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discounts on HXD and Workshops, and much more…
Visit CenterHXD.com to learn more
5. GoToWebinar Interface
We will be presenting for approximately 45
minutes, and then we will spend 10 minutes
answering your questions.
Please enter your questions into the question
box.
If we run out of time, you can email us directly.
6. M A D * P O W | @ M A R S I N T H E S T A R S
6
NICE TO MEET YOU!
Marli Mesibov
VP, Content Strategy
Mad*Pow
7. Must Insert Background Image
To do so:
1- Select “Insert” in the file menu
2- Select “Picture from File”
3- Scale your image to fill the page
by dragging the corner
Background Image must be “sent to back”
To do so:
Right click the Image, select “Send to Back”
Make sure Arrow Box and Mad*Pow
Are viewable.
Mad*Powleverages strategicdesignandthe psychologyofmotivation
tocreate innovativeexperiences andcompelling digitalsolutions that
aregoodforpeople andgoodforbusiness.
DESIGN FOR CHANGE
8. M A D * P O W | @ M A R S I N T H E S T A R S
P H O T O F R O M C O O P E R
9. M A D * P O W | @ M A R S I N T H E S T A R S
S T A T S F R O M D E S I G N I N T E C H R E P O R T 2 0 1 7
Voice recognition has gone from
a high error rate (>25%) to a low
rate (<5%).
11. M A D * P O W | @ M A R S I N T H E S T A R S
OUR JOB IS TO GO UNNOTICED
“…when no one in the audience knows where the light on the stage comes
from, and when no one notices anything on the stage except the actors […]
then you know that you have done your job as it should be done.” –Jean
Rosenthal, Broadway lighting designer
12. M A D * P O W | @ M A R S I N T H E S T A R S
OUR JOB IS TO GO UNNOTICED
“…when no one in the audience knows where the light on the stage comes
from, and when no one notices anything on the stage except the actors […]
then you know that you have done your job as it should be done.” –Jean
Rosenthal, Broadway lighting designer
“Tomorrow’s devices should be unobtrusive… something so “you” that it
dissolves into your life.” - Thomas Gayno, Product Lead at Spotify
13. M A D * P O W | @ M A R S I N T H E S T A R S
I M A G E F R O M L H B S
14. M A D * P O W | @ M A R S I N T H E S T A R S
I M A G E F R O M L H B S
16. M A D * P O W | @ M A R S I N T H E S T A R S
EXAMPLES OF VOICE UI
UI That Listens (Speech Recognition)
Speech to Text apps (e.g. Dragon, or Google
Voice)
Evernote
Midomi
ToDoist
Netflix
Xbox
UI That Listens and Responds
Siri
Cortana
Amazon Echo
Google Home
Interactive voice response (robot phone
operators)
Cue robot
17. M A D * P O W | @ M A R S I N T H E S T A R S
17
VOICE VS. CONVERSATION
Chatbots AI Assistants Alexa Skills
Build a voice and tone Build a voice and tone Has a voice and tone
Does not need
an algorithm
Requires an
algorithm
Does not need
an algorithm
Responds to trigger-words Responds to trigger-words Responds to trigger-words
Transactional
Technology-based, so could
be either
Transactional or
informational
All content created by 1
company
All content created by 1
company
Collection of apps
19. M A D * P O W | @ M A R S I N T H E S T A R S
19
REALITY? WE’RE NOT EVEN HITTING THE LOWEST BAR
V O I C E A P P L I C A T I O N P R O D U C T S T R A T E G Y , P H I L L I P H U N T E R
20. M A D * P O W | @ M A R S I N T H E S T A R S
20
WHAT’S THE PROBLEM?
We are too focused on creating something
“delightful” and not focused enough on creating
something useful, intuitive, and human.
Let’s make Voice UI useful.
21. BIG PICTURE TIPS
How much voice would a voice voice voice if a voice voice had a voice voice?
22. M A D * P O W | @ M A R S I N T H E S T A R S
22
“A conversational interface is any UI that mimics
chatting with a real human.”
–Conversational Interfaces, Explained
VOICE IS VOICE
23. M A D * P O W | @ M A R S I N T H E S T A R S
23
1. IT’S A CONVERSATION
Just like writing, you want to:
• Consider the questions people state, and the questions they mean
• Set the user up for success
• Use language the audience will recognize
• Match the tone to the situation
24. M A D * P O W | @ M A R S I N T H E S T A R S
24
EXAMPLE: LEMONADE HAS A CONVERSATION WITH YOU
Question
Answer
Question Question
Answer Answer
25. M A D * P O W | @ M A R S I N T H E S T A R S
25
2. SAY IT ALOUD AND USE NATURAL LANGUAGE
You’re not building a chatbot, so you may be building one-off statements
• Use active voice
• Clarify the question
• “What’s the capital of Alaska?”
• “The capital of Alaska is Juneau.”
• Keep information brief – too much will get lost
• Accept that most conversations will be transactional
• Vary sentence structure, much like in writing
26. M A D * P O W | @ M A R S I N T H E S T A R S
26
EXAMPLE: VEHICLE UI REQUIRES SHORT, NATURAL LANGUAGE STATEMENTS
A F A I L U R E S T O R Y T O D E S I G N V O I C E U S E R I N T E R F A C E # 1 , S U N K I M
27. M A D * P O W | @ M A R S I N T H E S T A R S
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EXAMPLE: MEMORIZING COMMANDS IS HARD
28. M A D * P O W | @ M A R S I N T H E S T A R S
28
3. DON’T ASSUME CONTEXT
Voice UI doesn’t have the context of the written word
• There’s no surrounding navigation to tell visitors “where” they are
• No headers to visually orient
• No images
• User flows are broader, more expansive
“You have to map each voice request to a manually-curated query (i.e. create “all the dialog
boxes” by hand).”
- This is the Year of Voice
29. M A D * P O W | @ M A R S I N T H E S T A R S
29
EXAMPLE: ALEXA ONLY KNOWS WHAT IT’S TOLD
What about questions like…
Alexa, where’s
the nearest
doctor?
(that takes my insurance)
Alexa, where can
I get a flu shot?
(and does that place
have them in stock?)
Alexa, is Starbucks
open today?
(and are there holiday
hours in effect?)
Alexa, when does
daylight savings
time begin?
(and does the country I am
visiting this weekend
observe it?)
30. M A D * P O W | @ M A R S I N T H E S T A R S
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4. ACCESSIBILITY IS SUPER IMPORTANT
• Written accessibility makes things visual and auditory
• Captions
• Alt-tags
• Transcripts
• Voice UI accessibility is about…
• Accents
• Cultural phrasing
• Understanding lisps
• Asking nicely for repeats
• Offering options before users get frustrated or overwhelmed
31. M A D * P O W | @ M A R S I N T H E S T A R S
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EXAMPLE: VOICE UI NEEDS TO BE ABLE TO “HEAR”
E L E V A T O R R E C O G N I T I O N | B U R N I S T O U N
32. M A D * P O W | @ M A R S I N T H E S T A R S
32
5. VOICE SOUNDS DIFFERENT
Even an audio team like NPR identifies difference in the phrases people use:
“We started with a few questions:
• What features might users most value in a voice-driven context?
• How would the voice device respond in each scenario? (When should the device give a
minimal response? When should it provide more verbose feedback? When should it
provide no feedback and just perform the action?)
• What should a conversation with NPR over VUI feel like? (When might users expect to
provide additional information? What contextual information are users expecting? How
much response information is enough?)”
-Talking Back to Your Radio: How We Approached Voice-UI (NPR)
33. M A D * P O W | @ M A R S I N T H E S T A R S
33
EXAMPLE: NPR CHANGES THE TERMINOLOGY FOR VOICE
T A L K I N G B A C K T O Y O U R R A D I O : H O W W E A P P R O A C H E D V O I C E - U I
34. HOW DO YOU WRITE FOR
VOICE?
Your voice has a voice (and tone)
35. START WITH VOICE AND TONE
M A D * P O W | @ M A R S I N T H E S T A R S
A voice and tone accurately reflects brand personality. It supports communication goals and
provides useful, usable content.
Voice
The voice, or personality, comes across in everything the brand “says” – every bit of help text,
microcopy, messaging, etc.
Tone
Tone is a subset of voice; where voice is the overarching personality, the tone is the appropriate
variation, given the specific situation.
38. HOW DO YOU CREATE A VOICE (FOR VOICE)?
M A D * P O W | @ M A R S I N T H E S T A R S
1. Identify content goals
2. Create a message architecture
3. Define the voice
4. TEST!
5. Select relevant scenarios, and each scenario’s
appropriate tone
6. Add the nuts and bolts: editorial guidelines
39. 1. CONTENT GOALS
M A D * P O W | @ M A R S I N T H E S T A R S
The content goals are made up of a combination of audience needs and business
objectives. To do that, first define:
1. Audience
Define the audience(s) we are speaking to
2. Audience Goals
List out prioritized audience goals
3. Business Objectives
List out prioritized business objectives
What Makes it Voice-Specific?
It’s Not! But you should still
consider:
• Why do you offer this as a voice
product?
• How will voice UI help your
audience reach their goals?
40. START WITH VOICE AND TONE
M A D * P O W | @ M A R S I N T H E S T A R S
K A T E K I E F E R L E E , C R E A T I N G C O N T E N T F O R H U M A N S
41. START WITH VOICE AND TONE
M A D * P O W | @ M A R S I N T H E S T A R S
K A T E K I E F E R L E E , C R E A T I N G C O N T E N T F O R H U M A N S
42. 2. MESSAGE ARCHITECTURE
M A D * P O W | @ M A R S I N T H E S T A R S
A message architecture serves as a guidepost for future decision making. These themes are
distilled from our audience needs and business objectives.
The message architecture themes will drive
tactical decisions about content and how we
prioritize, organize and present information.
When in doubt, return to the message
architecture to ask: does this decision support
our architecture?
What Makes it Voice-Specific?
It’s Not! But you should still
consider:
• A message architecture should be
what helps your team identify if
voice UI is right for you.
• But if you’re already committed,
use the message architecture to
check that voice UI will help
uphold your pillars.
43. MESSAGE ARCHITECTURE THEMES
M A D * P O W | @ M A R S I N T H E S T A R S
A message architecture is typically made up of 4-6 pillars. Write down your pillars, and for
each one consider:
How People Will Describe Us
This should be specific to the pillar: how will
people describe us that tells us we are
aligning with this pillar. i.e. if one pillar is that
we are a technology-driven influencer, what
will people say about us that reinforces that?
Content/Design Implications
These may come from behavior change
recommendations, client requests, or known
best practices.
Examples: Scaffold learning; Use X
technology; Allow users to track their work;
Use gamification to do X; Personalize
elements to do X; Create mobile-friendly
content (etc.)
44. EXAMPLE
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A message architecture is typically made up of 4-6 pillars. Write down your pillars, and for
each one consider:
How People Will Describe Us
Supportive. Company X is a caring,
passionate, and friendly community that
helps me pay my bills. The coaches have a
genuine desire to pay-forward their own
rewarding experience.
Content/Design Implications
Customer support should always be
available.
Chatbot is very important for hours coaches
are not available.
All personalized or automated elements
need to be well explained, and never appear
to be preset.
45. 3. VOICE
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The voice, or personality, comes across in everything the brand “says”.
To create a voice, go back to your themes and
how you said people would describe you.
Make a list of 20-50 adjectives that align with
your message architecture. Then remove
duplicates and redundancies, and whittle
your list of adjectives down to 6-8.
These 6-8 define your voice.
What Makes it Voice-Specific?
It’s Not! But you should still
consider:
• Your voice will need to be
consistent across multiple
channels (including voice UI).
• If you’re using Alexa Skills, there’s
already a voice there. How will
your voice align with Alexa’s?
46. TO CREATE YOUR VOICE, FOR EACH ADJECTIVE DEFINE:
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Why it Matters
What we know about users.
How We Do it
Describe what this voice means/sounds like.
What it Sounds Like (Written) Not…
1-2 sentence example 1-2 sentence example
What it Sounds Like (Voice) Not…
1-2 sentence example 1-2 sentence example
47. EXAMPLE: EMPATHETIC
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Why it Matters
Our audience fears they are being judged for not paying their bills on time. Empathy is key to
reducing their fear of judgment.
How We Do it
Express sympathy and understanding for members’ decisions, beliefs, and motivations.
What it Sounds Like (Written) Not…
Of course you want to pay your bills, but
sometimes life gets in the way. Let’s make a list
of some of the reasons you want to pay your
bills.
Pay your bills on time. Otherwise you’re causing
more problems for yourself.
What it Sounds Like (Voice) Not…
Do you want to call your coach? You didn’t call your coach yesterday. You need
to call now.
48. 4. TEST
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You can usability test a voice UI without a fancy developed prototype! Just use the “Wizard
of Oz” approach. It was pretty much invented for voice UI… in 1984.
49. 5. TONE: WHAT DO WE SOUND LIKE WHEN…
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Scenario #1
(common scenarios: first
interaction, giving bad
news, congratulating,
explaining something,
setting goals)
Scenario #2 Scenario #3
Scenario #4 Scenario #5 Scenario #6
50. TO CREATE YOUR TONES, FOR EACH SCENARIO DEFINE:
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Key elements
Describe the tone and why it is appropriate for this specific scenario
How we do it
Give concrete examples, such as “restate the question”
What it sounds like
1-2 sentence examples
What Makes it Voice-Specific?
• Tone is intended to help for
various scenarios… but don’t
forget to include examples of the
channels where someone might
encounter a scenario.
51. EXAMPLE: MAILCHIMP
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K A T E K I E F E R L E E , C R E A T I N G C O N T E N T F O R H U M A N S
52. 6. EDITORIAL GUIDELINES
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While the voice and tone convey your brand personality, following best practices and your
editorial guidelines gives your content structure and consistency.
Many editorial guidelines will change from one project or brand to the next. The important
thing is to stick to them for consistency.
What Makes it Voice-Specific?
• Editorial guidelines MUST change
to accommodate the differences
between voice UI and written
text.
53. QUESTIONS TO DETERMINE EDITORIAL GUIDELINES
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• What grade reading level are you writing
for? (7th grade is appropriate for most
situations – written. What about voice?)
• Are you writing in 1st, 2nd, or 3rd person?
Why?
• Do you use slang?
• What punctuation do you prefer?
• What pronouns do you use?
• What abbreviations do you use (if any)?
• Do you use complete sentences?
• Do you use Active Voice?
• Break content into easily digestible chunks
with bullets, subheads, etc. – but how
small?
• Write clearly and concisely – what are
examples for voice vs. written text?
57. Thank you!
We’re here to help
• We can help with your design and innovation goals:
• Research & Strategy
• User Experience Design & Development
• Service Design
• Intervention Design & Evaluation
• Design & Innovation Challenges
For any questions, contact
khautanen@madpow.net
Editor's Notes
We handle complex industries
Plenty of devices. It’s a trend, it’s super exciting. And we’re at a good place to start talking about the UX.
They’re complex (like stuff MP works with)
Example of Mike with timers
Imagine if 1 out of every 20 times you spoke to them, they couldn’t understand you
We’ve barely in the reliable section. Now it’s time to make it usable and convenient.
People are jumping from functional to significant – and it’s failing.
We need to think about it and actually achieve it, by taking small steps.
How did we get here? It’s been a long time in coming.
When you look at the list, there aren’t a lot of situations where content creators are writing voice UI conversations.
Who are you working for? Are you at a big company?
What are people asking you for when they say “Voice UI?”
You’re likely working on one of these three things.
Sometimes we confuse “conversational UI” with “UI that can have a conversation”
Talk about trust
Lemonade – a rental insurance company
There may come a day when people trust us enough that we don’t need to let them know we heard them correctly. We’re not here yet.
- People’s speaking ways are all different: ‘Call John Smith’, ‘John Smith making a call’, ‘Would you call John Smith?’, and ‘Phone call John Smith’.
Let people know the commands they can give
Short statements!
Confirm whether you’ve heard the speaker