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Conversational UI: How to walk the talk

Hosted by: Stephen Gay & Kay Viswanadha


The promise of conversational UI – your users already know how to talk to another human, now they can do just that with your product. As a designer, you have many different choices to consider in delivering conversational experiences to your customers – whether it’s through virtual assistants, chat UI or chatbots on messaging platforms.

Come join this workshop where we’ll share our learnings and do some hands-on exercises together to design conversational experiences.

In this workshop we’ll cover:
- Fundamentals of CUI & determining what’s right for your product
- Discussion on ingredients of CUI experiences
- Identifying features and prototyping CUI
- Multisensory CUI & emerging design patterns

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Conversational UI: How to walk the talk

  1. 1. 1Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Stephen Gay & Kay Viswanadha Conversational UI How to Walk the Talk
  2. 2. 2Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Conversational UI 101 Introduction 00
  3. 3. 3Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary KAY VISWANADHA Design Strategist QuickBooks @KayViswanadha STEPHEN GAY Global Director QuickBooks @stephengay
  4. 4. 4Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary We are designers designing conversational experience for our customers. We are not experts in natural language.
  5. 5. 5Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary What products does Intuit make? Just show the logos OK, now? Shouldn’t you know?
  6. 6. 6Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary
  7. 7. 7Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary So how do we innovate? What’s D4D? D4D Design for Delight
  8. 8. 8Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary
  9. 9. 9Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Lets talk about conversational UI.
  10. 10. 10Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Conversational Experience Interacting with your brand or product using natural language, kinda like communicating with another human.
  11. 11. 11Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Why users careUse their own words (simpler) Shorter, focused path (perceived faster) Natural interactions (magical) “Text Jenny I’m running a few minutes late, see you soon.”
  12. 12. 12Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Command Line Interface (CLI) Time Technology Voice User Interface (VUI) Graphical UI (GUI) Conversational UI (CUI) Chat Interface Chat Bots Voice User Interface (VUI) INTUIT IS HERE
  13. 13. 13Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary “Microsoft’s speech recognition accuracy is now just as accurate as humans.” Oct 2016 “Google Home can identify & personalize experience for up to six voices.” Apr 2017 “Facebook plans to double down on chatbots.” Apr 2017 “Amazon Lex, the technology behind Alexa opens up to developers.” - Apr 2017 Conversational experiences Investment & innovation “Apple Business Chat aims to steal chatbots' retail thunder” - Jun 2017 “IBM Watson’s natural language understanding technology uses both words & context to deliver a near- instant translation.” - Jun 2017
  14. 14. 14Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary 01 Conversational UI customer journey 03 Designing a conversational UI. Enhancing a conversational UI.02
  15. 15. 15Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Determine conversational context. Conversational UI customer journey. 01
  16. 16. 16Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Conversational experiences…. Leveraging voice interactions (VUI) and chat based interactions (CHAT UI)
  17. 17. 17Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Family time VOICE INTERACTIONS (VUI) HANDS FREE, NATURAL INTERACTIONS: We can speak 3 to 4 times faster than we can type.
  18. 18. 18Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary CHAT BASED INTERACTIONS (CHAT UI) FAMILIAR INTERACTIONS More than 2.1 billion users today use a social messaging app - Portio research
  19. 19. 19Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Step back into customer benefit & customer journey OK,
  20. 20. 20Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary YOUR CUSTOMER JOURNEY- (very) high level Discover Setup First benefit Re-use & follow up Users become aware of your product/ service & understand how it works, how they could benefit from it. Users enter data to create account, configure settings and customize features. Users experience at least one key benefit, that delivers the value of your product/ service. Users continue to engage with your product/ service & experience the benefits. BENEFIT Achieved when the user completes one or more jobs. JOB A core function of the users’ business made up of several individual tasks. TASKS The small pieces of functionality or tasks a user must complete in order to achieve a micro-benefit. CUSTOMER
  21. 21. 21Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary VOICE & CHAT UI IN DISCOVER PHASEDiscover & Understand “Alexa, what can you do?” VOICE Advantages - Get a specific question addressed more easily - Focused conversation & limiting number of choices lends speed & confidence to decision making What’s lacking today - May not be obvious to user that they can initiate conversation - User has to know what to ask and how to ask - Cognitive load to process voice response - User misses out on ambient content CHAT UI Advantages - Same as Voice + - Augment experience by moving from bot/ system to human on the other side of the conversation What’s lacking today - Could be perceived slow- only get responses to the questions you ask - Responses could end up as “walls of text”. - User misses out on ambient content Discover phase: Users become aware of your product/ service & understand how it works, how they could benefit from it.
  22. 22. 22Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Set up VOICE Advantages - Handy when user situation requires hands-free set up What’s lacking today - Data entry (e.g. email address, password etc.) is difficult - Cognitive burden involved in selecting from multiple options - Privacy & security concerns - Tunnel vision- can’t see what’s the extent of setup, what’s next CHAT UI Advantages - Humanize set up - Eliminate context change by enabling user to transition to setup from discover via chat UI What’s lacking today - Security concerns around entering data to create account - Chat UI could make it awkward to process choose between options related to set up - Tunnel vision- can’t see what’s the extent of setup, what’s next - Feels slow Setup phase: Users enter data to create account, configure settings and customize features. VOICE & CHAT UI IN SETUP PHASE
  23. 23. 23Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary First Benefit “OK Google, what’s traffic like near work? VOICE Advantages - Elegant interaction for simple create or do (gopher-like) tasks - Get to first benefit via user’s preferred words, in place of first absorbing your IA/ nomenclature - Provide guided task flow What’s lacking today - Doesn’t work well for first use tasks that involve data input - Difficult to introduce user to next tasks & benefits - Might feel like “blank slate” to some users CHAT UI Advantages Same as voice + - Can work for simple tasks that require data input What’s lacking today - Inefficient for first use tasks that require data input First Benefit phase: Users experience at least a part of key benefit promised by your product/ service. VOICE & CHAT UI IN FIRST BENEFIT PHASE
  24. 24. 24Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Re-use/ follow up VOICE Advantages - Command & done! - Convenient shortcut for frequent or recurring tasks, also personalized based on history - Great for specific info/ data look up and data analysis tasks, that are either buried or not accessible via app navigation - Add an interpretation narrative over data to help user What’s lacking today - Difficult to present related tasks - Doesn’t work as well for recurring tasks that require data input e.g. create an invoice CHAT UI Advantages same as Voice + - some opportunity to introduce related tasks What’s lacking today - Doesn’t work as well for recurring tasks that require data input e.g. create an invoice “Alexa, ask Capital One what’s my balance” Re-use & Follow up phase: Users continue to engage with your product/ service & experience the benefits. VOICE & CHAT UI IN RE-USE/ FOLLOW UP PHASE
  25. 25. 25Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Let’s try a worksheet.
  26. 26. 26Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary FIRSTBENEFIT REUSE & FOLLOW-UPDISCOVER SETUP TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT CUSTOMER JOURNEY Consumer Get a Ride Travel from A:B Hear from friend Search for app Download the app Create an account Enable geo locationLearn about app Understand benefit Add credit card Open the app Enter destination Select ride type Wait for driver Take the ride Pay for ride Rate driver Review payment history Repeat a ride Lost item L L L L L M L L L M L L M M L M H H M H H H H H H H H H L M M H L L M H
  27. 27. 27Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary FIRSTBENEFIT REUSE & FOLLOW-UPDISCOVER SETUP TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT CUSTOMER JOURNEY Small business Invoice customers Get paid Search for app Learn about how it works Understand benefit L L L L L M M MRecurring invoice support Download the app Create an account Set up your company L M L L L L Set up invoice template L L Open the app Enter client info Enter service line items Enable online payment preview invoice Send invoice Track client activity on invoice Review invoice Edit invoice Remind client H H L M L M H H L L H H H H L M H H H H Set up payments account L L Resend invoice H H Record payment L L
  28. 28. 28Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary FIRSTBENEFIT REUSE & FOLLOW-UPDISCOVER SETUP TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT TASK LIST THE SMALL TASKS THAT LADDER UP TO THE OVERALL JOB RATE LOW, MED, HIGH OPPORTUNITY VOICE CHAT CUSTOMER JOURNEY
  29. 29. 29Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Step • Write down customer journey tasks. • Evaluate each task- high, medium, low for VUI and Chat. • Debate and discuss. 10 mins Try 10 mins Share
  30. 30. 30Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Did everyone land somewhere here? Discover Setup First benefit Reuse & follow up LOWVOICE MEDIUMCHAT UI LOW LOW LOW MEDIUM HIGH HIGH
  31. 31. 31Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary • Consider the entire customer journey when selecting Chat UI or Voice UI. • Chat UI and Voice UI is typically optimized for reuse / follow-up phase in the customer journey. Conversational UI customer journey
  32. 32. 32Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Let’s take VUI and CUI to the next level. Enhancing a conversational UI. 02
  33. 33. 33Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Quick recap of pros/cons of voice & chat UI OK,
  34. 34. 34Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary VOICE (VUI) BENEFITS Hands-free, natural interactions CHALLENGES Not suitable for tasks that require visual guidance, user input or involve many choices. CHAT UI BENEFITS Familiar, focused interactions CHALLENGES Cumbersome for experiences that require intense user input Challenges center around User Input & Data Input
  35. 35. 35Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary User Input/ Utterances “OK Google, news briefing” “OK Google, remind me to call ……. in 3 days” “OK Google, ask Spotify to play Adele’s Send My Love” Variability example
  36. 36. 36Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Data input via voice and Chat UI Types of data input VOICE CHAT UI On/off (checkbox, switch) Easy Easy Select one or multiple from options offered (radio options, dropdown menus, checkboxes, cards) Difficult (cognitive load with visual aid) Difficult (presentation of choices) Structured fields (dates, currency etc.) Difficult (inconsistent voice recognition performance) Easy, but could be tedious when multiple fields are involved Text fields with variable data (email address, people names, addresses) Difficult (voice recognition of variable data) Easy, but could be tedious when multiple fields are involved
  37. 37. 37Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Data input > Chat UI is better than voice for some types of input VUI is hard, but Chat UI is great for variable data like an address, because it’s easily validated as typed.
  38. 38. 38Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Data input/ but chat UI can get cumbersome too… Chat UI to create invoice is inefficient for data input. Needed input - Customer info - Project info - Line items to detail products sold and/ or services rendered - Payment methods & terms
  39. 39. 39Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Taking conversational experiences to the next level
  40. 40. 40Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary MULTIMODAL What is multimodal? Advantages of multimodal experiences
  41. 41. 41Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary MULTIMODAL Multimodal- combining two or more modes of interaction Leverage advantages of voice or chat based interactions, and compensate for weaknesses through visual interface or GUI.
  42. 42. 42Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary MULTIMODAL EXAMPLES Enhancing voice interactions with visual interface Amazon Echo Show (coming soon) simplifies interactions with video calling & touch screen
  43. 43. 43Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary MULTIMODAL EXAMPLES Enhancing voice interactions with visual interface Siri simplifies interactions with visual confirmation User can tap or speak to confirm or edit request
  44. 44. 44Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary MULTIMODAL EXAMPLES Enhancing voice interactions with visual interface Hound app – only voice input, Responses are voice + visual
  45. 45. 45Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary MULTIMODAL EXAMPLES Enhancing chat interactions with GUI widgets Ozlo app (Chat UI based) – - uses cards with visual content to present options - carousel to deliver additional content - images to present options (also helps with monotony and homogeneity of text) - guides conversation with suggested response buttons
  46. 46. 46Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Penny app (Chat UI based)- User can switch between GUI & chat UI, based on their preference & goal MULTIMODAL EXAMPLES Enabling switching between chat UI & GUI
  47. 47. 47Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary PLATFORM Why does the platform matter? What are the advantages?
  48. 48. 48Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary CHATBOTS ON MESSAGING PLATFORMS Examples: Facebook messenger, Slack, Kik, Skype Examples: Amazon Echo, Google Home, Siri (limited), Cortana VUI PLATFORMS
  49. 49. 49Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary PLATFORM ADVANTAGES - Meet customers where they are - Leverage user’s platform profile, geolocation, payment method etc. for faster user interactions - Faster design & development - Great extension of your experience for certain conversation types (pre-sales, customer service) - Bring value to group conversations - Benefit from platform investment in external developer experience OTHER CONSIDERATIONS - Limited to how open the platform is & capabilities - How does platform presence intersect with your app & brand experiences? - Discovery & voice command recall - Setting the right user expectations related to domain coverage
  50. 50. 50Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Let’s try a worksheet.
  51. 51. 51Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary CUSTOMER JOURNEY UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK List the small tasks that ladder up to the overall job Narrow to a specific conversational UI RATE PLATFORM Advantages for leveraging an existing conversational UI platform. MULTI- MODALHow to leverage a multi-modal experience to increase the customer experience. USER INPUT What is the Language variability. Simple data input, known data commands VOICE CHAT LIMITATIONS What issues limit a great conversational UI experience. Consumer Get a Ride Travel from A:B Open the app Enter destination Select ride type Wait for driver Take the ride Pay for ride H H H H H H Fixed app name Complex data (i.e. address name) Ride type needs additional data, such as price Known data (i.e. time and distance) Known data (i.e. duration, distance.) After first use, credit card Is available for repeat usage. Select one Text fields with variable data Select multiple from options Text fields with variable data (i.e. driver name, and car) N/A N/A N/A Supplement ride type with visualization GUI for data visualization GUI for data visualization Pay for ride N/A Partner with a map provider and OS for location data) N/A N/A N/a Partner with a platform for Updated credit card information Supplement location for simple input confirmation.
  52. 52. 52Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary CUSTOMER JOURNEY UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK List the small tasks that ladder up to the overall job Narrow to a specific conversational UI RATE PLATFORM Advantages for leveraging an existing conversational UI platform. MULTI- MODALHow to leverage a multi-modal experience to increase the customer experience. USER INPUT What is the Language variability. Simple data input, known data commands VOICE CHAT LIMITATIONS What issues limit a great conversational UI experience. Small business Invoice customers Get paid H L M M H H Selecting client name Recording customer’s credit card or check info Review invoice summary & activity easy/ invoice details complicated Identifying invoice fields & updating them could be complicated Client name complexity, multiple clients with same name etc. Validated, structured data input, PCI compliance N/A Update one or many invoice fields, text fields with variable data Text field with variable data Confirm resend invoice For multiple clients with same name, GUI to confirm client Supplement with preview GUI/ editable invoice view Invoice summary with reminder note attached/ ready to send Invoice summary/ ready to send N/A N/A N/A N/A N/A N/A GUI/ enter payment info Track client activity on invoice Review invoice Edit invoice Remind client Resend invoice Record payment Small businesses may include a note when reminding client N/A
  53. 53. 53Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary CUSTOMER JOURNEY UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK List the small tasks that ladder up to the overall job Narrow to a specific conversational UI RATE PLATFORM Advantages for leveraging an existing conversational UI platform. MULTI- MODALHow to leverage a multi-modal experience to increase the customer experience. USER INPUT What is the Language variability. Simple data input, known data commands VOICE CHAT LIMITATIONS What issues limit a great conversational UI experience.
  54. 54. 54Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Step • Narrow to a specific customer journey step. • Consider the opportunity for language variability, multi-modal and platform 10 mins Try 10 mins Share
  55. 55. 55Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary • Identity early the limitations of User Input & Data Input for Chat UI and Voice UI. • Leverage advantages of voice or chat based interactions, and compensate for weaknesses through visual interface or GUI. • Leverage a platform to enhance the conversational UI. Enhancing a Conversational UI
  56. 56. 56Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Principles and methods to design a conversational UI. Designing a conversational UI. 03
  57. 57. 57Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary We know our target CUI or VUI We know the opportunities to take to the next level Now let’s talk about PRINCIPLES and PROTOTYPING.
  58. 58. 58Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Principles 1: Determine what is your conversation type Scripted OR Free flow?
  59. 59. 59Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Principles 2: Determine who is talking Brand OR Persona?
  60. 60. 60Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Principles 3: Determine what is your persona’s personality Formal, Fun, Funny or too funny? $657.1 5 Austin Just kidding about a credit card purchase confirmation. Mimics a quirky human
  61. 61. 61Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary GREETING USER REQUEST CLARIFY, CONFIRM OR PROMPT FOR MORE INPUT RESPOND CONTINUE OR CLOSE Principles 4: Follow the conventions of the conversational flow.
  62. 62. 62Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Greeting Best practices Introduce yourself Provide a few suggestions to get the conversation started Pick suggestions that set the right user expectations Greeting includes conversation starters
  63. 63. 63Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary User request Best practices - Start with scripted, suggested responses - Aim full domain coverage with your use cases - Engage GUI widgets or switch to app GUI if appropriate - Users will test limits with their requests. Be prepared to address curve balls. Solve for random user input
  64. 64. 64Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Clarify/ Confirm/ Prompt for more input Best practices - Keep context of what the user’s saying, till topic change - Request clarifications to funnel the conversation - Enable users to get out of errors and system loops with “Undo” and “Cancel” - If user switches to a different topic while you’re answering the first request, acknowledge & clarify. Clarify to funnel the conversation
  65. 65. 65Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Respond Best practices - No more than 3 lines per text bubble. Avoid “text walls” - With voice responses, keep it short - Communicate “I don’t know that yet” to the user in a way that they don’t write it off completely - Avoid monotony, respond with copy variations - Get feedback on your responses to learn & improve Avoid “walls of text”
  66. 66. 66Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Continue or close Best practices - Continue the conversation in service of your customer benefit by offering choices to further engage on the same topic - Let user control switching to a different topic - Recognize sometimes the right thing to do may be to close the conversation Continue the conversation
  67. 67. 67Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Sayspring prototyping toolFake chatbot experience with FB messenger LOW FIDELITY PROTOTYPING WITH ANY CHAT APP VOICE PROTOTYPING (SAYSPRING) Prototyping
  68. 68. 68Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Prototyping botsociety.io CHATBOT PROTOTYPING
  69. 69. 69Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary We gave this app to customers… We watched the commands flow in... And we analyzed the conversations INTERNAL SLACK BOT monitor requests from research participants & responses real-time SCRAPPY CUI APP Real customers interacted with CUI in real world context LEARNING: Our NLP confidence level threshold was too low; caused too many false positives QuickBooks Prototyping & Diary Study
  70. 70. 70Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Let’s try a worksheet. Last one!
  71. 71. 71Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK List the small tasks that ladder up to the overall job USER INPUT DATA ENTRY & STUCTURE PLATFORM PLATFORM ADVANTAGE + GUI MULTI MODAL ADVANTAGE VOICE CHAT Consumer Get a Ride Travel from A:B Enter destination Text fields with variable data Partner with a map provider and OS for location data) Supplement location for simple input confirmation.
  72. 72. 72Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK List the small tasks that ladder up to the overall job USER INPUT DATA ENTRY & STUCTURE PLATFORM PLATFORM ADVANTAGE + GUI MULTI MODAL ADVANTAGE Gopher command N/A N/A VOICE CHAT Small business Invoice customers Get paid Confirm client to review invoice
  73. 73. 73Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary UX JOURNEY CUSTOMER A description of the customer JOB A core function the user wants to complete, made up of several tasks BENEFIT What the user achieves when they complete one or more jobs TASK List the small tasks that ladder up to the overall job USER INPUT DATA ENTRY & STUCTURE PLATFORM PLATFORM ADVANTAGE + GUI MULTI MODAL ADVANTAGE Gopher command N/A N/A VOICE CHAT
  74. 74. 74Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Step • Let’s bring it together. Start prototyping via sketch, or simulate a VUI or Chat-bot. 15 mins Try 10 mins Share
  75. 75. 75Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary Designing a conversation. • It’s important to follow the conventions of the conversational flow. • Determine what is your conversation type, scripted or free form.
  76. 76. Thank you
  77. 77. 77Intuit Confidential and ProprietaryIntuit Confidential and ProprietaryIntuit Confidential and Proprietary PLATFORM RESOURCES/ DESIGN https://developers.google.com/actions/design/ https://developer.amazon.com/designing-for-voice/ https://developers.facebook.com/docs/messenger-platform/design- resources/guidelines https://api.slack.com/best-practices https://developer.apple.com/ios/human-interface-guidelines/features/siri/

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Hosted by: Stephen Gay & Kay Viswanadha The promise of conversational UI – your users already know how to talk to another human, now they can do just that with your product. As a designer, you have many different choices to consider in delivering conversational experiences to your customers – whether it’s through virtual assistants, chat UI or chatbots on messaging platforms. Come join this workshop where we’ll share our learnings and do some hands-on exercises together to design conversational experiences. In this workshop we’ll cover: - Fundamentals of CUI & determining what’s right for your product - Discussion on ingredients of CUI experiences - Identifying features and prototyping CUI - Multisensory CUI & emerging design patterns

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