This is a presentation of the tutorial that Steven Fullerton and I ran which took participants through the end-to-end process for setting up and running user testing sessions for voice interfaces such as Alexa using the Wizard of Oz testing method.
14. What does a smart speaker hear?
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Alexa, Ask Tile to find my Keys
15. What does a smart speaker hear?
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Alexa, Ask Tile to find my Keys
Utterance
16. What does a smart speaker hear?
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Alexa, Ask Tile to find my Keys
Wake Word
Utterance
17. What does a smart speaker hear?
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Alexa, Ask Tile to find my Keys
Wake Word Invocation
Utterance
18. What does a smart speaker hear?
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Alexa, Ask Tile to find my Keys
Wake Word Invocation Intent Slot
Utterance
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“Design for how people talk, rather than how
you wish them to talk.”
- Cathy Pearl
20. Amy the Hotel Concierge
▪ Our business objective: To cut down
on calls to reception (save costs).
▪ Our customer experience objective:
We think Amy will provide an
innovative and useful service that will
add to the overall the guest
experience.
A voice app should be easy to use hands
free within hotel room whilst guests are
doing other things.
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21. Activity – 10 Minutes
Start the conversation!
Write down:
• A two way conversation between a
customer who wants to know when
checkout is and the smart assistant
concierge.
• The concierge can upsell late checkout
at a cost of £10, IF the customer
wants it.
Create a short script based on the
scenario above and work in pairs or
small groups…
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Activity – 10 Minutes
Start the conversation!
Write down:
• A two way conversation between a
customer who wants to know when
checkout is and the smart assistant
concierge.
• The concierge can upsell late checkout
at a cost of £10, IF the customer
wants it.
Create a short script based on the
scenario above and work in pairs or
small groups…
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22. Feedback
How did it go?
How many different utterances did we get?
Lets act out your script
How could the flow be improved or made to feel more natural?
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25. Dialogue flows gives you an overview of all
directions the conversations can go (based
on intents). It plots how you plan to
respond to questions and guide the user
towards their goal.
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27. Activity – 10 Minutes
Complete the extended check-out flow
The hotel offers extended check out at 3pm for an
extra 10 pounds, which can be added to the room
bill
Work in groups and using the sheets provided
1. Complete the steps in the path until the user reaches
their goal
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29. Remember
1. Core conversation - Y/N proceed. Until end of task
2. Prompt to go forward or finish task
3. Think how this could go wrong and how Amy could recover the conversation
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30. Feedback
How did it go?
How many steps did you come up with?
What error messages did you come up with…
Here is one we did earlier…
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31. Think about… (when starting to write conversations..)
▪ Ask clarifying questions at start
▪ Make assumptions and build for there, make clarifications throughout
▪ Think about how to present choices (and cater for human’s limited working memory)
▪ Avoid overloading the skill with instructions
▪ Think personality and tone and vary responses
▪ Keep the conversation moving forward and bring user closer to their goal
▪ Consider how to repair flow if user goes off happy path – how to get user back on
track or fail gracefully.
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34. Wizard of Oz (WOz) Approach
In the WOz test, participants interact with a VUI such as
Alexa, whom they believe to be ‘live’, but which is actually
being operated by unseen researcher in an another room.
35. what the user sees the wizard
Wizard of Oz in Voice usability testing
36. WOZ Testing
1. Understand main use cases/tasks - user intents
2. Construct sample dialogue flows and responses for each task
3. Create a moderator script including scenarios and metrics for gathering
feedback
4. Create audio files for each flow include messages for error recovery etc. (can
use Amazon’s Polly or prototype tool such as Sayspring)
5. Connect audio files soundboard (can use soundboard lite)
6. Set up WOZ test
7. Record session (can use audacity, Evernote etc.)
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37. Running a Voice usability session
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Research brief Test stimulus Test
plan/moderator
script
Set up and record
the session
45. Finally… Some tips when testing Voice apps
▪ Test to see if your conversational flows match user intents
▪ It’s important not to mention command words or ask leading questions in TEST as we want to find our more
what language and synonyms participants use in testing
▪ Check how your app handles feedback, contextual help and errors
▪ Collect feedback on Persona of app
▪ Use metrics such as ease of use and satisfaction to measure user experience
▪ Agile methodology and quick to iterate.
*Remember it may be agile and quick to do but its important to follow a
robust research process and have clear research aims and objectives
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