Don't let your Service be speechless – Clive K. Lavery
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This document discusses voice user interface (VUI) design. It includes sample dialogues for setting an alarm using voice commands. It discusses best practices for writing sample dialogues, such as keeping interactions brief, clearly presenting options, and limiting choices. It also discusses other VUI design considerations like writing for natural conversation and avoiding technical jargon. Wireflows and dialogue flows are presented as techniques for prototyping VUIs. Testing methods like lab studies, A/B testing, and wizard of oz testing are also mentioned. The document emphasizes that VUI design is still evolving and will continue to change rapidly with advances in technologies like artificial intelligence.
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Don't let your Service be speechless – Clive K. Lavery
- 1. @cklavery #SXC18 Don't let your Service be speechless Clive K. Lavery - Service Experience Camp 2018
- 2. @cklavery #SXC18 Mahlzeit! @cklavery Clive K. Lavery
- 3. “Wireframe” - Unknown Artist I Berlin 2018
- 4. Jay & Adobe XDI Team
- 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. @cklavery #SXC18 How many steps did you count?
- 8. @cklavery #SXC18 How many steps did you count?
- 9. @cklavery #SXC18 How many steps did you count?
- 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
- 13. @cklavery #SXC18 https://careerfoundry.com/en/courses/voice-user-interface-design-with-amazon-alexa
- 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
- 17. Design for Voice with Amazon Alexa / AWS Summit 2018
- 18. Vocollect Voice Distribution Center Solutions by Honeywell
- 21. https://snips.ai
- 22. https://snips.ai
- 24. https://snips.ai
- 26. @cklavery #SXC18 Recent LinkedIn Dialogue
- 27. @cklavery #SXC18 Recent LinkedIn Dialogue
- 28. »Should designers learn to code?« - Old UX debate
- 29. »Should designers learn to speak?« - New UX debate
- 32. © Girl Talk – Dean Wissing on Flickr licensed under CC BY-SA 2.0
- 33. Photo by Ted Williams/Iconic Images/Getty Images
- 34. »Last words are for fools who haven’t said enough.« - Karl Marx / Process Analyst and Systems Designer
- 35. Her © Warner Brothers
- 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. @cklavery #SXC18 We’ve come a long way https://careerfoundry.com/en/courses/voice-user-interface-design-with-amazon-alexa
- 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
- 42. Adobe Stock: Woman In Kitchen Asking Digital Assistant Question
- 46. @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
- 49. @cklavery #SXC18 👀 GUI = Designing for your eyes
- 50. @cklavery #SXC18 '' VUI = Designing for your ears
- 51. »It’s only words.And words are all I have.« - The Bee Gees / Early Voice Designers
- 52. #voicefirst
- 53. #voiceonly
- 59. @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?
- 60. @cklavery #SXC18 Same, same (but slightly different) https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
- 64. @cklavery #SXC18 Clarity is (even more) crucial Dialogue Box from Hell
- 65. @cklavery #SXC18 Error handling is (even more) crucial Chrome Dinosaur Game
- 68. @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
- 69. @cklavery #SXC18 Do try this at home https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
- 76. »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)
- 78. https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa System Persona
- 79. https://www.oreilly.com/library/view/gamestorming/9781449391195/ch04s06.html TO BE HACKED Empathy Map for a System
- 81. 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
- 86. »Show,don’t tell!« - UX / DT Mantra
- 87. @cklavery #SXC18 Scribbles Scribble by Chakib Labidi
- 88. https://careerfoundry.com/en/blog/ux-design/how-to-create-your-first-wireframe/ Block Wireframes in Adobe XD
- 89. Adobe XD Wireframe UI Kit
- 92. »Show, don’t tell?!?« - Confused UX Designer
- 93. »Show,don’t tell!« - Confused UX Designer
- 94. »That’s the best wireframe I’ve ever heard!« - Nobody
- 95. @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
- 96. @cklavery #SXC18 ☠ @cklavery I motm Vienna R.I.P Lorem Ipsum
- 100. @cklavery #SXC18 👄
- 101. @cklavery #SXC18 🔁
- 102. Mattia Compagnucci for Hyper Island Alumni Project
- 104. @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.
- 105. @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.
- 106. @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.
- 107. @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
- 108. @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
- 109. @cklavery #SXC18 👀
- 111. @cklavery #SXC18 ''
- 112. Dialogue Flows
- 116. http://portfolio.cherylplatz.com/?p=152 Khoi Vin at Adobe MAX 2018
- 117. Voice Prototyping in XD
- 118. @cklavery #SXC18 👀
- 120. @cklavery #SXC18 ''
- 122. @cklavery #SXC18 👀
- 126. @cklavery #SXC18 ''
- 127. https://www.bbc.co.uk/rd/blog/2017-06-voice-ui-user-interface-children-drama Wizard of Oz Testing
- 129. @cklavery #SXC18 Same, same (but slightly different) https://careerfoundry.com/en/course/voice-user-interface-design-with-amazon-alexa
- 130. #voicefirst
- 131. #voiceonly
- 132. Echo Dot Echo Spot
- 133. Echo Dot Echo Spot https://www.amazon.com/All-new-Echo-Show-2nd-Gen/dp/B077SXWSRP
- 137. Source: Amazon
- 138. Source: Amazon
- 139. @cklavery #SXC18 👀
- 141. @cklavery #SXC18 ''
- 144. @cklavery #SXC18 🤝
- 145. »Should designers learn to speak?« - New UX debate
- 146. @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
- 147. »Developers, developers, developers!!!« - Steve Ballmer / Meme Designer
- 149. »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
- 150. »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
- 151. @cklavery #SXC18 Recent LinkedIn Dialogue
- 152. @cklavery #SXC18 🙏
- 153. @cklavery #SXC18 🖐
- 161. https://careerfoundry.com/en/courses/voice-user-interface-design-with-amazon-alexa DISCOUNT CODE: Clive10 Ask for Alexey (@vidanov)
- 162. @cklavery #SXC18 😘
- 163. @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
- 164. @cklavery #SXC18 Thank you! @cklavery Clive K. Lavery
- 165. @cklavery #SXC18 Bonus @cklavery Clive K. Lavery
- 166. Voice Prototyping in XD
- 167. @cklavery #SXC18 VUI Use Cases A-Z
- 169. @cklavery #SXC18 Automotive https://techcrunch.com/2018/07/29/bmws-alexa-integration-gets-it-right/
- 171. @cklavery #SXC18 Banking https://www.comdirect.de/cms/comdirectapp.html @cklavery I motm Vienna
- 173. @cklavery #SXC18 Branding, Positioning & Learning by Doing https://www.mobilemarketer.com/news/moet-hennessy-pops-the-cork-on-alexa-champagne-skill/512068/
- 174. @cklavery #SXC18 Branding, Positioning & Learning by Doing https://www.virgintrains.co.uk/alexa
- 176. @cklavery #SXC18 Business Software https://www.talktoslack.com/ https://upsidelab.io/blog/harvest-alexa-case-study/
- 178. @cklavery #SXC18 Gaming https://www.amazon.com/Echo-Buttons-Pack-gaming-companion/dp/B072C4KCQH
- 187. @cklavery #SXC18 Logistics Vocollect Voice Distribution Center Solutions by Honeywell
- 195. @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
- 197. @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