Voice and chatbot experiences are fast on their way to becoming a mainstream consumer technology. But they are still a new technology for many companies who are wondering where and how to start with Voice. I recently attended Tech Nova’s Voice and chatbot conference in London to hear from companies about how they had developed Voice technologies as part of their customer experience and what lessons they had learned along the way. Here are my top takeaways from that day. Continue reading
What are conversations? And how do we go about designing some good ones?
In traditional UX, we have frameworks and approaches to help us think about how we describe our designs and how we are going to go about creating them. We have terms such as page layouts, flow, wireframe etc. However, as we move away from more traditional graphical interfaces towards newer conversational interfaces; what language or approaches can we use to help us talk about and guide our thinking when designing conversations?
In this blog, I summarise and list some resources and concepts I have come across that helped me tackle the concept of “conversations” and helped me think about some of the important considerations to bear in mind when designing them.
I wanted to see what Alexa was like and I thought it could be useful for my parents, so I bought one for their home.
This was an experiment not only in terms of understanding what Alexa can do but also in understanding whether or not she would be a useful addition to my parents home. Although my father is fairly tech-savy, neither he nor my mum has a smartphone and the iPad from two Christmases ago is still sat behind the TV out of battery.
I am not a linguist but as part of my university degree I studied foreign languages and I have always found the construction of languages interesting. I was particularly interested in the cultural aspects of language and what this can tell us about a person or a place. Communication is much more than just words and is very much about context and peoples experience.
Now being a UX’er, I’m interested in understanding how we go about trying to create exchanges between humans and machines using natural language. Voice as a medium can be very compelling but as our language is such as complex business where elements such as emotion plays such a big part , how successful can we really be in recreating meaningful experiences with machines? Continue reading
The art of interaction design is about understanding human behaviour and how that relates to how we humans engage with technology. It is about creating interfaces and experiences that are based on a sound understanding of technology and human behaviour and applying that knowledge to create intuitive, easy to use designs.
And interaction design principles; that is design standards and rules of thumb based on human psychology, are useful guides for us UX’ers when we are creating new experiences. For example, knowing more about cognitive processes such as visual perception e.g. how we experience and see the world around us in patterns (Gestalt principles), helps us design interface elements such as menus, that speak to that human trait. Interaction design principles and design standards are useful in supporting us to building interfaces that are easier for people to recognise and engage with. However, what happens to our standards and guidelines when our ‘interactions’ turn into conversations? Continue reading
I’ve been to a couple of great workshops on designing conversational UIs lately, more recently with Ben Sauer of Clearleft and Steph Hay of Capital One who took us through their thoughts on how to design for conversations. Whether it be a voice app or a bot that we are designing for, this new medium of communication with our customers is an exciting area for us UX’ers to venture into.
As we know, in this new medium, the experience is stripped back to the bare bones of the experience: the conversation between and your user. Which is liberating but also a bit daunting at the same time. So how do we approach designing for this brave new world? It seems to me, that thinking about these new experiences in terms of a story may help us create something that our users can relate to and easily engage with. Continue reading
Using our voices to communicate with each other is one of the oldest and most most powerful forms of connection. While using voice to communicate with machines is not something new, it’s only in recent years that it has become common place to control a machine by talking to it. We now regularly use voice to undertake tasks such as perform searches via OK Google, control apps via Alexa or send texts via Siri.
While voice control will not be able to take over every interaction we have with machines, it does seem its popularity is set to continue as we see companies scramble to capitalise on this new (ish) medium. And as voice user interfaces (VUIs) replace some of our more typical screen based interfaces, it raises some interesting considerations for us UX’ers when thinking about designing these new experiences.