A breakdown of the best practices for designing interactive conversations. These principles can be applied on a variety of voice user interface applications. Intended for UX designers interested in breaking into the voice design field.
iTalk: Steve Knox—CEO, Tremor
Lynchpins of Communication
Steve and the crack team at Tremor believe in the power of the influential and have built brands connecting with these elusive individuals using the tools of the social web. Just how much influence do they really offer anyway?
Elena Ontiveros - Content Strategy for the Conversational InterfaceLavaConConference
In this session attendees will learn:
Strategies for balancing business goals with user experience
Best practices for developing the strategy and content for your conversations
Ways to adapt your voice and tone to this new communication channel
Tips for setting expectations with humans who think your bot can do everything
Approaches for those interactions that don’t go as planned
iTalk: Steve Knox—CEO, Tremor
Lynchpins of Communication
Steve and the crack team at Tremor believe in the power of the influential and have built brands connecting with these elusive individuals using the tools of the social web. Just how much influence do they really offer anyway?
Elena Ontiveros - Content Strategy for the Conversational InterfaceLavaConConference
In this session attendees will learn:
Strategies for balancing business goals with user experience
Best practices for developing the strategy and content for your conversations
Ways to adapt your voice and tone to this new communication channel
Tips for setting expectations with humans who think your bot can do everything
Approaches for those interactions that don’t go as planned
Observations and inspirations from the Ogilvy CommonHealth Worldwide team that attended SXSW Interactive 2015 in Austin. From digital health and wearables to predictive analytics and robots, our team saw it all. Here we present the trends we saw and key takeaways from select sessions.
Designing with Empathy: How user research can help you make better productsKatie McCurdy
[Talk presented at UX Burlington in June, 2015]
You're under the gun. You have deadlines, developers are waiting on you, and even though you know you should probably talk to your intended users at some point, it just doesn't feel possible to fit into your workflow. And hey, if Henry Ford had asked his customers what they wanted, they would have said 'a faster horse,' right?
Ouch! There are a lot of misunderstandings about what user research actually is, how to do it, its cost, and the value it brings to the product design process. In this talk, Katie covers these basics and presents some specific, interface-level examples of how up-front user research and mid-project usability testing have helped improve designs and create products that people love. You'll walk away with tips for advocating for and incorporating user research into your next project in a cost-effective way, and you’ll understand the powerful difference between building empathy with your customers, and ‘doing what they say.’
Discussion 1 BrittanyThe concept of inhaling focuses on how we .docxelinoraudley582231
Discussion 1: Brittany
The concept of inhaling focuses on how we as people receive information ( Stewart 2012). Inhaling has a lot to do with what we receive, and our perception of it. When inhaling information, though it may be from our perception does not mean that it is always accurate. Stewart explains in his text that while someone may be inhaling information, it is still easy to communicate ineffectively (Stewart 2012). When inhaling information and having poor perception you can make communicating with people very uneasy. You could end up making impulsive, decisions, stereotyping, or making assumptions that could hurt or easily offend someone. Through reading the text it shows that mindful listening can be the solution to having poor perception ( Stewart 2012 ). Exhaling relates to how us a people relays information in the communication process (Stewart 2012). In the readings it states that exhaling is an important part oh having healthy communication skills. Being able to express your opinion, emotions, and thoughts, is what balances out communication. With out exhaling communication would be one sided. To have good interpersonal communication skills you have to be able to utilize both skills and at the same time. You have to be mindful to what someone is saying to you, but also be able to express your thoughts about that situation. These two concepts further our understanding of interpersonal communication from the beginning chapters because it shows us how a person grows over time with their communication skills.When you think about how in the earlier chapters it says our identity comes from our social interactions experiences, apart of those social interactions is inhaling informations, and learning to exhale your thoughts, and feelings on something but having mutual respect for each other when communicating. Exhaling is our self expression, which is the part of our identity that communicate who we are from our own perception and not what other people say or think. Listening plays an important role in the inhaling process because not listening to what a person is saying will corrupt your perception of the information that you are receiving, which in can lead to you not exhaling with a reasonable mind. Instead you will probably be exhaling with an emotional mind which causes impulsive, and judgemental decisions.
References
Stewart, J. (2012). Bridges Not Walls. New York: Mc-Graw-Hill.
Discussion 2: Vincent
We are reminded Per Stewart (2012) “that we’re using the metaphor of inhaling and exhaling to explain the receptive and expressive parts of communication…. The first point to remember is that there’s much more to inhaling than the passive reception of incoming messages. Inhaling combines the two active, interpretive processes of perceiving and listening….” (pg.163) Sometimes we take in information in a specific way, it doesn’t necessary mean that our understanding of the information is correct.
In the process while someon.
Artificial intelligence in health care by Islam salama " Saimo#BoOm "Dr-Islam Salama
A Lecture about basics and concepts of Artificial Intelligence in health care & there applications
محاضرة عامة حول الذكاء الإصطناعي وأساسياته في الرعاية الصحية والطبية وتطبيقاته
Best practices to assess and enhance brain function via mobile devices and ...SharpBrains
(Session held at the 2014 SharpBrains Virtual Summit; October 28-30th, 2014)
8:15–9:45am. Best practices to assess and enhance brain function via mobile devices and wearables
- Corinna E. Lathan, Founder and CEO of AnthroTronix
- Eddie Martucci, VP Research & Development at Akili Interactive Labs
- Alex Doman, Co-Founder of Sleep Genius
- Joan Severson, President of Digital Artefacts
- Chair: Keith Epstein, Senior Strategic Advisor at AARP
Learn more here:
http://sharpbrains.com/summit-2014/agenda/
Human-Centred Design and Experimentation for Impact — SIMNA Breakfast WorkshopJulia Birks
This workshop explored how human centred design and experimentation can help organisations and individuals understand peoples' needs in order to deliver the impact through services and products.
Workshop aims:
• Demystify and share best-practice on human-centred design and experimentation
• Give hands-on experience in gathering qualitative insights to understand what drives people to behave the way they do
• Show how using an experimentation framework creates rigour in what you deliver to your beneficiaries
• Show how to interrogate the value of a “professional hunch”
• Provide insight into effectively measuring the impact you’re having by choosing the right metrics
• Show how lean experiments can help to get you started, rather than getting overwhelmed by the enormity of a problem
This workshop presentation was given by Julia Birks (Strategic Design Lead) and Dave Calleja (Experimentation Specialised and Associate Design Director) at Isobar for a Social Impact Measurement Network Australia breakfast on 27 September, 2018. Get in touch with Julia and Dave on LinkedIn or Twitter.
Employees encounter a lot of choices. It is human resources’ ongoing challenge to help workers make these choices better and be more informed. Luckily, there is a huge amount of literature from behavioral science around topics like nudges and choice architecture that you can use to your advantage. Hear from Morningstar Inc.’s behavioral economist about today’s leading tips from the science behind behavior change.
The webinar will cover:
An introduction to the behavioral science topics that are most relevant to HR.
How small changes in environment and communication can make big differences in employee action.
Concrete tips and takeaways that you can apply from these lessons to your job.
Employees encounter a lot of choices. It is human resources’ ongoing challenge to help workers make these choices better and be more informed. Luckily, there is a huge amount of literature from behavioral science around topics like nudges and choice architecture that you can use to your advantage. Hear from Morningstar Inc.’s behavioral economist about today’s leading tips from the science behind behavior change.
The webinar will cover:
An introduction to the behavioral science topics that are most relevant to HR.
How small changes in environment and communication can make big differences in employee action.
Concrete tips and takeaways that you can apply from these lessons to your job.
Observations and inspirations from the Ogilvy CommonHealth Worldwide team that attended SXSW Interactive 2015 in Austin. From digital health and wearables to predictive analytics and robots, our team saw it all. Here we present the trends we saw and key takeaways from select sessions.
Designing with Empathy: How user research can help you make better productsKatie McCurdy
[Talk presented at UX Burlington in June, 2015]
You're under the gun. You have deadlines, developers are waiting on you, and even though you know you should probably talk to your intended users at some point, it just doesn't feel possible to fit into your workflow. And hey, if Henry Ford had asked his customers what they wanted, they would have said 'a faster horse,' right?
Ouch! There are a lot of misunderstandings about what user research actually is, how to do it, its cost, and the value it brings to the product design process. In this talk, Katie covers these basics and presents some specific, interface-level examples of how up-front user research and mid-project usability testing have helped improve designs and create products that people love. You'll walk away with tips for advocating for and incorporating user research into your next project in a cost-effective way, and you’ll understand the powerful difference between building empathy with your customers, and ‘doing what they say.’
Discussion 1 BrittanyThe concept of inhaling focuses on how we .docxelinoraudley582231
Discussion 1: Brittany
The concept of inhaling focuses on how we as people receive information ( Stewart 2012). Inhaling has a lot to do with what we receive, and our perception of it. When inhaling information, though it may be from our perception does not mean that it is always accurate. Stewart explains in his text that while someone may be inhaling information, it is still easy to communicate ineffectively (Stewart 2012). When inhaling information and having poor perception you can make communicating with people very uneasy. You could end up making impulsive, decisions, stereotyping, or making assumptions that could hurt or easily offend someone. Through reading the text it shows that mindful listening can be the solution to having poor perception ( Stewart 2012 ). Exhaling relates to how us a people relays information in the communication process (Stewart 2012). In the readings it states that exhaling is an important part oh having healthy communication skills. Being able to express your opinion, emotions, and thoughts, is what balances out communication. With out exhaling communication would be one sided. To have good interpersonal communication skills you have to be able to utilize both skills and at the same time. You have to be mindful to what someone is saying to you, but also be able to express your thoughts about that situation. These two concepts further our understanding of interpersonal communication from the beginning chapters because it shows us how a person grows over time with their communication skills.When you think about how in the earlier chapters it says our identity comes from our social interactions experiences, apart of those social interactions is inhaling informations, and learning to exhale your thoughts, and feelings on something but having mutual respect for each other when communicating. Exhaling is our self expression, which is the part of our identity that communicate who we are from our own perception and not what other people say or think. Listening plays an important role in the inhaling process because not listening to what a person is saying will corrupt your perception of the information that you are receiving, which in can lead to you not exhaling with a reasonable mind. Instead you will probably be exhaling with an emotional mind which causes impulsive, and judgemental decisions.
References
Stewart, J. (2012). Bridges Not Walls. New York: Mc-Graw-Hill.
Discussion 2: Vincent
We are reminded Per Stewart (2012) “that we’re using the metaphor of inhaling and exhaling to explain the receptive and expressive parts of communication…. The first point to remember is that there’s much more to inhaling than the passive reception of incoming messages. Inhaling combines the two active, interpretive processes of perceiving and listening….” (pg.163) Sometimes we take in information in a specific way, it doesn’t necessary mean that our understanding of the information is correct.
In the process while someon.
Artificial intelligence in health care by Islam salama " Saimo#BoOm "Dr-Islam Salama
A Lecture about basics and concepts of Artificial Intelligence in health care & there applications
محاضرة عامة حول الذكاء الإصطناعي وأساسياته في الرعاية الصحية والطبية وتطبيقاته
Best practices to assess and enhance brain function via mobile devices and ...SharpBrains
(Session held at the 2014 SharpBrains Virtual Summit; October 28-30th, 2014)
8:15–9:45am. Best practices to assess and enhance brain function via mobile devices and wearables
- Corinna E. Lathan, Founder and CEO of AnthroTronix
- Eddie Martucci, VP Research & Development at Akili Interactive Labs
- Alex Doman, Co-Founder of Sleep Genius
- Joan Severson, President of Digital Artefacts
- Chair: Keith Epstein, Senior Strategic Advisor at AARP
Learn more here:
http://sharpbrains.com/summit-2014/agenda/
Human-Centred Design and Experimentation for Impact — SIMNA Breakfast WorkshopJulia Birks
This workshop explored how human centred design and experimentation can help organisations and individuals understand peoples' needs in order to deliver the impact through services and products.
Workshop aims:
• Demystify and share best-practice on human-centred design and experimentation
• Give hands-on experience in gathering qualitative insights to understand what drives people to behave the way they do
• Show how using an experimentation framework creates rigour in what you deliver to your beneficiaries
• Show how to interrogate the value of a “professional hunch”
• Provide insight into effectively measuring the impact you’re having by choosing the right metrics
• Show how lean experiments can help to get you started, rather than getting overwhelmed by the enormity of a problem
This workshop presentation was given by Julia Birks (Strategic Design Lead) and Dave Calleja (Experimentation Specialised and Associate Design Director) at Isobar for a Social Impact Measurement Network Australia breakfast on 27 September, 2018. Get in touch with Julia and Dave on LinkedIn or Twitter.
Employees encounter a lot of choices. It is human resources’ ongoing challenge to help workers make these choices better and be more informed. Luckily, there is a huge amount of literature from behavioral science around topics like nudges and choice architecture that you can use to your advantage. Hear from Morningstar Inc.’s behavioral economist about today’s leading tips from the science behind behavior change.
The webinar will cover:
An introduction to the behavioral science topics that are most relevant to HR.
How small changes in environment and communication can make big differences in employee action.
Concrete tips and takeaways that you can apply from these lessons to your job.
Employees encounter a lot of choices. It is human resources’ ongoing challenge to help workers make these choices better and be more informed. Luckily, there is a huge amount of literature from behavioral science around topics like nudges and choice architecture that you can use to your advantage. Hear from Morningstar Inc.’s behavioral economist about today’s leading tips from the science behind behavior change.
The webinar will cover:
An introduction to the behavioral science topics that are most relevant to HR.
How small changes in environment and communication can make big differences in employee action.
Concrete tips and takeaways that you can apply from these lessons to your job.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
4. Using digital tools that help
patients be more engaged in
their healthcare journey.
Emmi &
Healthcare
PREVENT
Outbound IVR calls – one time outreach.
Reminders about appointments, collect
data, transfers to schedule.
TRANSITION
Many engagements over time. Flag major
issues for follow-up. Save care teams
money and time.
MULTIMEDIA
Multimedia programs that explain health
conditions using imagery and audio.
5. VOICE ASSISTANTS
Siri, Cortana, Google Assistant, Alexa,
Jibo, Viv
Conversational interfaces and
the “future” of VUI design.
CHATBOTS
Facebook’s “M”, Slack’s Slackbot, Chatbot
Magazine, Voice and Non-Voice
Personal
Assistants
6. NOT VERY HUMAN
Can’t remember things about you over time or
have a relationship with you.
Everyone’s favorite nightmare.
INBOUND CALLS
You’ll call into the system to get sorted and
answered.
Inbound IVRs
7. Making robocalls more human,
helpful and engaging.
IVR Calls Cold-calling patients
throughout their day.
Interactions are highly
measurable.
Helpful passive voice with
no persona.
CONTEXT
PERSONA
MEASUREMENT
Content can be swapped
and relaunched.
ITERATIVE
12. LARGER PROBLEM
What is really keeping patients from taking
action? This is our real solution.
13. “Vaccines are dangerous to
my family.”
“I have no way to get to the
doctor for my visit.”
TRANSPORTATION STIGMA
“I didn’t realize that visit was
covered by my insurance.”
COST
14. RESEARCH PROCESS
Talk to patients, care providers, look at
online forums, look at success of past data,
all to inform designs.
15. “I know I need to make
changes, but it’s too much.”
“It’s hard to live my life
normally like I used to.”
DEPRESSION CONFUSION
“I just left the hospital for a
heart attack.”
LIFE STRESSORS
19. “I’m calling on behalf of [your clinic name]”
vs “I’m calling on behalf of [your hospital name]”
BUILD TRUST
20. “We’re calling all our new Medicaid patients…”
“I’ll pass this information to your doctor to update
your records”
EXPLAIN WHY CALLING
21. “Getting a flu vaccine doesn’t just keep you
healthy, but everyone around you – especially kids
and people too sick to get the vaccine themselves.”
MAKE THE INCENTIVE CLEAR
23. Allow users to “barge in” or speak over us like you
would in a normal conversation.
ANTICIPATE SPEAKING TURNS
24. Add in responses like “good to know” or validate
when we’re not sure.
ACKNOWLEDGE RESPONSES
25. 2. MAPPING THE FLOW
Breaking down the conversation into user
flows, Excels, and audio files to share with
IVR developer.
26.
27.
28. 3. FINE TUNING
Tuning the conversation to sound “human”.
Designing input grammars, barge-in rules,
error messages, and more.
29.
30. Filename Text Barge In? Grammars
question.wav Would you like to transfer
now?
No Yes: yes, yeah, okay
No: no, no way, never
I Don’t Know: I don’t
know, I’m not sure
Error Files:
error1.wav I’m sorry, what was that? Yes
error2.wav I’m sorry, press 1 or 2. Yes
31. Simple responses: yes, yeah, no, nope
Filler words: um….yes
Repeat responses: yes…yes
Question mimicry: yes I am, no I’m not
Different interpretation: more mucus, thicker mucus, no mucus
“ARE YOU COUGHING UP MORE OR THICKER MUCUS THAN YESTERDAY?”
32. Validate: “I’m sorry, I just want to check - you said…”
Reprompt: “I didn’t get that - please say yes or no”
Limit options: “You can say: yes, no, or I don’t know”
Leading phrasing: “Please give the month and year”
ACCOUNTING FOR ERRORS IN CONVERSATION LIKE A HUMAN WOULD
33. 4. AUDIO DESIGN
Working with and coaching voice talent to
record audio. Editing and batching audio to
fit flows.
37. Time to see if we reached our
intended goal.
The Data WHAT’S IN A GOAL?
Measuring against goals helps us learn and
make the best experiences we can.
38. “There must be 50 ways to test a
system…”
Testing
Methods
A/B TESTING
Putting call features head to head. What
wins moves ahead.
QUANTITATIVE ANALYSIS
Looking at the numbers to see larger
trends and behaviors.
QUALITATIVE ANALYSIS
Listening to real accounts and asking
users how they felt.
39. Need it every year v. It’ll protect others
“Do you think you’ll get the flu vaccine this year?”
40. “Great…I’ll send you back to where you were.”
“It lost all of my trust”
“I realized she was a computer”
“It didn’t make any sense to me”
41. For some things, communicating
with a computer is better.
IVR is Better
SHARING HEALTH INFORMATION
Research shows patients are more likely to
share sensitive or embarrassing data.
PAYING CREDIT CARD BILLS
Automated systems can be annoying, but
they don’t judge.
HANDS-OFF EXPERIENCES
Multitasking just got a whole lot easier.
52. I’m available for questions and I
love making new design friends.
Contact
Info
Twitter
@brookebhawkins
Email
hawkinsbro@gmail.com
Website:
brookehawkins.com