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The Future of Voice Design: How You Can Get Started

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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.

Veröffentlicht in: Design
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The Future of Voice Design: How You Can Get Started

  1. 1. The Future of Voice Design: How You Can Get Started @brookebhawkins #ias17 #fovd
  2. 2. What is VUI Design?
  4. 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. 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. 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. 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
  8. 8. Designing Conversations.
  9. 9. Designing Conversations Breaking down the phases of design. WHAT IS IT? Help people achieve a task and find what they’re looking for through a conversation.
  10. 10. DESIGN PROBLEM Clients will present us with an issue - they need to get their patients to do something.
  11. 11. LARGER PROBLEM What is really keeping patients from taking action? This is our real solution.
  12. 12. “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
  13. 13. RESEARCH PROCESS Talk to patients, care providers, look at online forums, look at success of past data, all to inform designs.
  14. 14. “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
  15. 15. DESIGN PROCESS Once we’ve done this work, the design phase takes on 4 main steps.
  16. 16. 1. SCRIPTING Put together insights from research and conversations to turn the goal into a script.
  17. 17. “I’m calling on behalf of [your clinic name]” vs “I’m calling on behalf of [your hospital name]” BUILD TRUST
  18. 18. “We’re calling all our new Medicaid patients…” “I’ll pass this information to your doctor to update your records” EXPLAIN WHY CALLING
  19. 19. “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
  20. 20. Reduces cognitive load and makes things easier to understand. USE EASY LANGUAGE
  21. 21. Allow users to “barge in” or speak over us like you would in a normal conversation. ANTICIPATE SPEAKING TURNS
  22. 22. Add in responses like “good to know” or validate when we’re not sure. ACKNOWLEDGE RESPONSES
  23. 23. 2. MAPPING THE FLOW Breaking down the conversation into user flows, Excels, and audio files to share with IVR developer.
  24. 24. 3. FINE TUNING Tuning the conversation to sound “human”. Designing input grammars, barge-in rules, error messages, and more.
  25. 25. 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
  26. 26. 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?”
  27. 27. 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
  28. 28. 4. AUDIO DESIGN Working with and coaching voice talent to record audio. Editing and batching audio to fit flows.
  29. 29. Question Inflection Having an Empathetic Tone Getting the right take takes time: Many Ways To Say One Thing
  30. 30. TESTING AND REFINING I test the call to be sure everything is functioning as I’ve designed.
  31. 31. Research and Results.
  32. 32. 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.
  33. 33. “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.
  34. 34. Need it every year v. It’ll protect others “Do you think you’ll get the flu vaccine this year?”
  35. 35. “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”
  36. 36. 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.
  37. 37. When users get started, they stick with it:
  38. 38. Your help is key! What’s Next VUI DESIGN IS BROAD IVR calls are one example – but this is a tip of the iceberg.
  39. 39. EXPERIENCE DESIGN All of these skills are broadly applicable to designing conversations in general.
  40. 40. AR AND VR Environments controlled by voice – the world is your interface.
  41. 41. SKULLY AR-1 Iron Man’s helmet to keep motorcyclists safe on the road.
  42. 42. USC’s Ellie Virtual therapy that scans your body language and responds appropriately.
  43. 43. WE NEED YOU! You have the skills you need to design the future of voice interfaces.
  44. 44. Questions?
  45. 45. I’m available for questions and I love making new design friends. Contact Info Twitter @brookebhawkins Email hawkinsbro@gmail.com Website: brookehawkins.com