Its predicted that by 2020, people will have more conversations with robots than their spouses. While we’ve historically used text to chat with bots, Voice experiences are beginning to permeate our technology. Whether using smart speakers like Alexa or mobile assistants like Siri, Voice provides us with new opportunities and challenges. Together we’ll explore important themes & potential pitfalls to consider, including: How can we create ethical experiences? How can Voice support or hinder users’ success? How does Voice change how we think about language? By exploring concrete examples, we’ll discuss how as creators we can build the best Voice experience. While Voice can be a powerful experience, it almost never lives in a vacuum. We’ll explore how & when to mix visual & voice interfaces. To create beautiful multi-modal experiences, we’ll discuss how to successfully transition from one interface to the next.

1. Jess Shutt
Lead User Researcher, Einstein & AI
Salesforce
Talking with Robots
UXPA International 2019
Creating Voice Interfaces

2. Thank you

3. Jess Shutt
Lead User Researcher, Einstein & AI
Salesforce

4. Salesforce
Einstein

6. Radio Rex Audrey
IBM
Shoebox
---
Harpy Siri
Alexa
---
Cortana
---
Google
Home
Bixby
---
Einstein
Voice
---
Duplex
1920 2020

7. Embrace Rules

8. Hearing Recognition Understanding

9. Hearing Recognition Understanding

10. “I’m sorry,
could you repeat that?”
*boop*

11. Hearing Recognition Understanding

12. Source: Washington Post
wapo.st/2WWfJGH

13. Voice model
inaccuracies
intersect with
protected classes
Source: Daily Dot
bit.ly/2MZDTvt

14. Linguistics
+
Design Thinking

15. Phonetic Challenges
bǝ jʊmes ö Ⅰ’ hʌ œ pǝʊ
ʩ ʥ ʦ leⅠ ʖ æ ɻ
dǝki ʉ ɦ skƹ ō ʃiv ʁ

16. Hearing Recognition Understanding

17. Play Sublime

18. ♪♪♪

19. No - play the Sublime
album “Sublime”

20. Pro Tips
Consider who your “players” are
Create a safe environment with light-weight activities

21. Source: bit.ly/2Y5hiyK

22. 2,100+ participants
smart speaker
use cases
~30% of use cases weren’t
smart speaker specific,
but broader voice experiences

23. X Conference Notes
Today I visited Scottsdale AZ to attend
UXPA.
Session - Behavioral Design
• The importance of peripheral vision
• Habit formation
• Conditioned responses
• And other notes....

24. X Conference Notes
Today I visited Scottsdale AZ to attend
UXPA.
Session - Behavioral Design
• The importance of peripheral vision
• Habit formation
• Conditioned responses
• And other notes....
Save Memo

25. Save Note
X Conference Notes
Today I visited Scottsdale AZ to attend
UXPA.
Session - Behavioral Design
• The importance of peripheral vision
• Habit formation
• Conditioned responses
• And other notes....

26. Analyze Note
X Conference Notes
Today I visited Scottsdale AZ to attend
UXPA.
Session - Behavioral Design
• The importance of peripheral vision
• Habit formation
• Conditioned responses
• And other notes....

27. X Conference Notes
Today I visited Scottsdale AZ to attend
UXPA.
Session - Behavioral Design
• The importance of peripheral vision
• Habit formation
• Conditioned responses
• And other notes....

28. Verbal to Tactile Interactions

29. Getting Voice “Right”
has a Powerful Impact

30. Work life balance is one of the top three most
important workspace attribute for employees
And tech is getting in the way
Source: Care@Work
bit.ly/2WQ5dMk

31. “Alexa has begun replacing all the
reasons I pick up my phone at
home...I dream of having the utility of
smartphones and apps in my house
without ever picking up my device.
That’s what Alexa promises to do.”
- John Biggs

32. “I don’t like
[Robot Name].
It never gets anything
right.”
“I LOVE [Robot Name].
She helps me ...”

33. In Summary
● Familiarize yourself with linguistics & phonetics
● “Playshop” opportunities for misunderstanding
● Embrace visual priming for user success
● Observe modal transitions in context, they might surprise you

34. To Learn More, Checkout
Raluca Budiu
Page Laubheimer
Konstantin Samoylov
Jeffrey Harris

35. Questions?

36. Thank you
for joining! Jess Shutt
Lead User Researcher, Einstein & AI
Salesforce
linkedin.com/in/jshutt