introduction to the elements of conversational design with lauren golembiewski

THE ELEMENTS OF CONVERSATIONAL INTERFACE DESIGN

Lauren Golembiewski CEO & Co-founder at Voxable

Information Development WorldNovember 2017

#[email protected]/idw #idw2017


The Core Technology User Experience Principles User Interface Elements of CUIs

Agenda


The Core Technology

The Conversational

Interface

Automatic Speech Recognition (ASR)

Natural Language Understanding (NLU)Bot Intelligence

Audio Feedback


The Core Technology

Automatic Speech Recognition (ASR) translates the sounds of a human voice into readable text.


Where does ASR happen?

Browsers -Web Speech API

Alexa Google Assistant

Siri


Natural Language Understanding (NLU) gives meaning to text and extracts structured data.The Core

Technology


NLU as a service happens in platforms like Dialogflow (API.ai), LUIS, Rasa, and Watson

Built into platforms like Alexa

Custom built by a team of data scientists and linguists

Where does NLU happen?


The Core Technology

Bot Intelligence manages the context of the user, the application, and the conversation.


The Core Technology

Audio Feedback is delivered through synthesized speech or recorded audio.


User Experience Principles• Understand the psychology real-time UX.• Develop a clear brand.• Define the job your bot will do.• Define how the machine handles the job.• Understand your user’s mentality.


http://bit.ly/bot-brand-p1

Develop a clear brand.

USER EXPERIENCE OF CUIS


What job is your bot being hired to do?

USER EXPERIENCE OF CUIS

https://www.intercom.com/books/jobs-to-be-done

https://www.intercom.com/books/jobs-to-be-done


Model the Conversation Flow

“Show me flights to Atlanta leaving next Friday

after 4pm.”

Sure thing! Would

you like to fly first class, business

class, or coach?

First class

Classy! And would you like a meal on

this flight?

Perfect! Here are a list of flights that match

your criteria.Yes, of course.

find flights

first classfirst class, yes to meal

departure city: Austin


Structure Content for Machines

“Show me flights from Austin to

Atlanta leaving next Friday

after 4pm.”

departure city

destination city date

time

INTENT: FL IGHTSEARCH


Understand Your User’s Mentality

https://www.nngroup.com/articles/mental-models/

implementation model user’s mental modelrepresentation model


User Interface Elements of CUIs• Brand your interface with voice, tone, and persona.• Write for listening.• Manage content well.• Consider platform and device differences.


Brand: Voice, Tone, & Persona• Voice is the quality of your words.• Tone is how words modulate for different situations.• Persona is a character that embodies

voice and tone.


Write & Prototype for Speech• Write for speaking and listening.• Optimize word order for clarity and brevity.• Act out a script.• Add nuance with Speech Synthesis Markup

Language (SSML).• Test the way it sounds with a synthesized voice.


Content Management• Continuously evolve and improve content.• Adopt tools that streamline your editorial workflow.• Collaborate through strong documentation.• Design scalable systems for managing your content.


• Design for each platform or device.

• Think about other sensors and feedback loops with voice.

Hardware & Platforms

VOXABLE.IO

[email protected]

@VOXABLE

G I V E V O I C E T O YO U R P R O D U C T


http://voxable.io

mailto:[email protected]