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Conversation Design
Ido Green
Developer Advocate
@greenido +greenido
VUI Design
VUI Design
GUI :: VUI
What’s the
difference?

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1) The document discusses designing voice applications and testing them using the Wizard of Oz technique. It covers intents, sample dialogs, prototyping dialogue flows, and running WOZ tests to iterate on the application. 2) An example is provided of designing a hotel concierge assistant named Amy, including sample conversations for checking out times and extending checkout for a fee. Groups role-played conversations and improved the dialogue flows. 3) Tips are given for WOZ testing voice applications, such as understanding user intents, constructing sample dialogs, creating a moderator script, connecting audio responses, and collecting feedback to iteratively improve the application.

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usabilityuser experienceconversion rate
Top 3 Design Tips
Create a persona.1
Persona is
conveyed
through:
● Tone
● Word and phrase choices
● Functional design
● Style
● Technique
● Voice
And based on:
● Your user population
● Their needs
● The imagery & qualities
associated with your brand
Think outside the box.
Literally.
2

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Customer research has been a core part of Intuit from the earliest days of the company. In the 1980’s Intuit engineers would hang out at computer stores to find people buying Quicken software and ask if they could follow them home to watch their installation process to learn about pain points and opportunities. Kurt Walecki, Intuit VP of Design, described the importance: From the very beginning, Intuit has done user research both to understand how customers are using their current products and to identify customers’ unmet needs, allowing them to introduce new products to the market to satisfy them. Every product and team at Intuit uses customer research and interviews to design and build products and new functionality. Intuit’s use of Lean Startup includesthe mantra “fall in love with the problem, not the solution” . The goal is to understand the customer’s pain points and missed opportunities first, expand on the problem, build prototypes, continually review with the customer to test solutions, and then promote it to a product feature. This customer focus ensures the product grows with useful features and doesn’t bloat with unnecessary technology.

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Getting it Built
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A primer to agile development, lean methodology, and building software with or without a technical team.

agilestartuplean
Confidential and proprietary
code code code code code
code code code code
code code “ dialog string” code
code code code
code code code code code
code “dialog string” code code
code code code code code code code
code code code
code code
code
code code
code
code
code code code
code “dialog string” code code code
code code
code code code
code code code code code code code code
code code code code code code code code
code
STRUCTURE + CODE
Confidential and proprietary
code code code code code
code code code code
code code “ dialog string” code
code code code
code code code code code
code “dialog string” code code
code code code code code code code
code code code
code code
code
code code
code
code
code code code
code “dialog string” code code code
code code
code code code
code code code code code code code code
code code code code code code code code
code
STRUCTURE + CODE
Confidential and proprietary
DIALOG + STRUCTURE
In conversations, there
are no “errors”.
3

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Start with the problem, not with the solution!Start with the problem, not with the solution!
Start with the problem, not with the solution!

Presentation and workshop of Alexandra Lung and Annamaria Boheim at PRODUCTIZED conference 1st November 2018 in Lisbon.

user researchuser interviewsucd
real life
user
conditions {
“I don’t understand you”
When a so-called “error” occurs in a
conversation, it should be treated simply as
a new turn in the dialog, only with different
conditions.
Users have intent

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Sample dialogs
What to include:
1. Canonical “Happy path”
2. First time experience
3. Tapered experience (Return user)
4. Repair
Journey 5: Conversation repair
for timeouts
USER Ok Google, let me talk to Number Genie.
GOOGLE
ASSISTANT
Sure, Here's Number Genie.
NUMBER GENIE Welcome to Number Genie! I'm thinking of a
number from 0 to 100. What's your first guess?
USER (says nothing)
NUMBER GENIE I didn't hear a number.
USER (silent or muffled)
NUMBER GENIE If you're still there, what's your guess?
USER (silent)
NUMBER GENIE We can stop here. Let's play again soon.
Sample dialogs
What to include:
1. Canonical “Happy path”
2. First time experience
3. Tapered experience (Return user)
4. Repair
Journey 7: Quit game. User gives
up and ends the game
USER Hey Google, let me talk to Number Genie.
GOOGLE
ASSISTANT
Sure, Here's Number Genie.
NUMBER GENIE Welcome to Number Genie! I'm thinking of a
number from 0 to 100. What's your first guess?
USER 21
NUMBER GENIE It’s higher than 21. What’s your next guess?
USER I give up. [LOGIC: catch ending intent]
NUMBER GENIE Sure, I’ll tell you the number anyway. It was 90.
Give users credit
They know how to talk
Avoid force feeding commands.
(such as “to reply to a message,
say ‘reply’” or “to hear that again,
say ‘repeat’”.)
People hardly ever say nonsense.
They just weren’t parsed
correctly. There was a
misalignment in meaning.
They know what they want
There’s no such thing as a query with
no intent. The user wanted to do
something, even if they didn’t say so.
They want to help
Don’t create dead ends when
something doesn’t work.
If you ask for them to say something
again, they will, but rarely exactly the
same way.
Honor that they’re invested in
outcome of a repair attempt.
Confidential + Proprietary
● Error “events” ≠ users misbehaving
● Different types of error events deserve different strategies
● Users are cooperative; they initiate repair on their own
● Users have intent, whether spoken aloud or not
● It’s our job to figure out their intent, not just point out something went wrong
Things to remember

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The document provides guidance for interviewing at Peepaal, including: - Technical skills and qualities they seek include strong learning ability, passion for technology, intelligence, willingness to work hard, and strong technical skills. - For interviews, expect technical and HR rounds. Dress professionally but casually, like non-denim pants and a collared shirt. - Coding questions will involve data structures, algorithms, and programming language fundamentals. Approach problems methodically and ask clarifying questions. - Be prepared to discuss experiences and past projects clearly during non-technical questions. Focus on what you learned rather than lengthy stories.

Use the context
Environmental
Where is the user?
What are they doing?
What type of device
are they using?
Situational
What’s their intent?
Where is the user’s
frame of mind?
Temporal
What happened
right before?
What’s happening next?
How is the experience
influenced over time?
Behavioral
What do users
know going in?
What data can you use
to enrich the experience
predictively or to cut out
unnecessary steps?
Example strategies to have ready
Rapid reprompt ● “What was that?”
● “Say that again?”
Reframe the
question
● “What time is this for?” → “Sorry, what time?”
● “For when?” → “What time would you like to book this for?”
Ask another way ● “If it helps, we can do this one piece a time.”
Be ready for
questions about the
question
● “I have your name and email from your account, so now all I need is
your phone number.”
● “You can give me the day, the time, or both.”
Be proactive ● “I could put you down for 6 for now, does that work?”
● “Do you want to finish this later?”
A VUI is inextricably linked with time
● When a user is navigating a GUI they can
skip ahead visually to the part they are
interested in, or dismiss as they go.
● With a VUI, the user can feel like a
“prisoner” of the VUI design. They must
listen with (or without) patience to each
word before they can hear the one that
follows it.
1. Avoid written language and use spoken one
2. Kick off the conversation: introduce your own brand,
provide a list of high level actions available by Action.
3. Kick off the conversation: if given the context -
example: Talk to <agent_name> about <subject_one>
avoid menu listening.
VUI best practises
Source: www.google.com

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4. Guide user through the conversation
a. if you expect users to ask make sure to ask a clear
question.
b. Don’t leave mic open without a prompt
5. Keep our TTS short and clear
a. Analyse if your TTS can be split up in a logical way.
b. Ask first before giving long TTS descriptions
VUI best practises
Source: www.google.com
1. Avoid data points unrelated to user query.
2. Follow natural turn taking in the conversation
a. If you ask a question leave the space for the user to answer it.
b. Avoid asking a question with a follow up sentence like: “Would you like to hear
that again? You can say ‘yes’, ‘no’ or ‘repeat’.
3. Use conversational makers
Adding the “glue” to the conversation and making it more engaging, examples:
a. Timelines - “first”, “halfway there”, “finally”
b. Acknowledgements - “thanks”, “got it”, “alright”, “sorry, about that”
c. Positive feedback - “good job”, “nice to hear that”
VUI best practises
Source: www.google.com
Recovering conversation
Step 1 Error cannot be eliminated
Step 2 Use broader explanation when re-prompting
Step 3 Don’t blame the user
Step 4 Don’t repeat prompts in error cases
Resources
Actions: developers.google.com/actions/design
Post: how-to-improve-your-conversation-design
Videos: bit.ly/aog-tips
Developer community: g.co/actionsdev
Tools: developers.google.com/actions/tools/
+GreenIdo
@GreenIdo

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Google Confidential and Proprietary
Generate TTS
Using Terminal
curl
"http://www.google.com/speech-api/v1
/synthesize?lang=en-us&text=actions+
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VUI Design

  • 1. Conversation Design Ido Green Developer Advocate @greenido +greenido
  • 4. GUI :: VUI What’s the difference?
  • 7. Persona is conveyed through: ● Tone ● Word and phrase choices ● Functional design ● Style ● Technique ● Voice And based on: ● Your user population ● Their needs ● The imagery & qualities associated with your brand
  • 8. Think outside the box. Literally. 2
  • 9. Confidential and proprietary code code code code code code code code code code code “ dialog string” code code code code code code code code code code “dialog string” code code code code code code code code code code code code code code code code code code code code code code code “dialog string” code code code code code code code code code code code code code code code code code code code code code code code code code STRUCTURE + CODE
  • 10. Confidential and proprietary code code code code code code code code code code code “ dialog string” code code code code code code code code code code “dialog string” code code code code code code code code code code code code code code code code code code code code code code code “dialog string” code code code code code code code code code code code code code code code code code code code code code code code code code STRUCTURE + CODE
  • 12. In conversations, there are no “errors”. 3
  • 15. When a so-called “error” occurs in a conversation, it should be treated simply as a new turn in the dialog, only with different conditions.
  • 17. Sample dialogs What to include: 1. Canonical “Happy path” 2. First time experience 3. Tapered experience (Return user) 4. Repair Journey 5: Conversation repair for timeouts USER Ok Google, let me talk to Number Genie. GOOGLE ASSISTANT Sure, Here's Number Genie. NUMBER GENIE Welcome to Number Genie! I'm thinking of a number from 0 to 100. What's your first guess? USER (says nothing) NUMBER GENIE I didn't hear a number. USER (silent or muffled) NUMBER GENIE If you're still there, what's your guess? USER (silent) NUMBER GENIE We can stop here. Let's play again soon.
  • 18. Sample dialogs What to include: 1. Canonical “Happy path” 2. First time experience 3. Tapered experience (Return user) 4. Repair Journey 7: Quit game. User gives up and ends the game USER Hey Google, let me talk to Number Genie. GOOGLE ASSISTANT Sure, Here's Number Genie. NUMBER GENIE Welcome to Number Genie! I'm thinking of a number from 0 to 100. What's your first guess? USER 21 NUMBER GENIE It’s higher than 21. What’s your next guess? USER I give up. [LOGIC: catch ending intent] NUMBER GENIE Sure, I’ll tell you the number anyway. It was 90.
  • 19. Give users credit They know how to talk Avoid force feeding commands. (such as “to reply to a message, say ‘reply’” or “to hear that again, say ‘repeat’”.) People hardly ever say nonsense. They just weren’t parsed correctly. There was a misalignment in meaning. They know what they want There’s no such thing as a query with no intent. The user wanted to do something, even if they didn’t say so. They want to help Don’t create dead ends when something doesn’t work. If you ask for them to say something again, they will, but rarely exactly the same way. Honor that they’re invested in outcome of a repair attempt.
  • 20. Confidential + Proprietary ● Error “events” ≠ users misbehaving ● Different types of error events deserve different strategies ● Users are cooperative; they initiate repair on their own ● Users have intent, whether spoken aloud or not ● It’s our job to figure out their intent, not just point out something went wrong Things to remember
  • 21. Use the context Environmental Where is the user? What are they doing? What type of device are they using? Situational What’s their intent? Where is the user’s frame of mind? Temporal What happened right before? What’s happening next? How is the experience influenced over time? Behavioral What do users know going in? What data can you use to enrich the experience predictively or to cut out unnecessary steps?
  • 22. Example strategies to have ready Rapid reprompt ● “What was that?” ● “Say that again?” Reframe the question ● “What time is this for?” → “Sorry, what time?” ● “For when?” → “What time would you like to book this for?” Ask another way ● “If it helps, we can do this one piece a time.” Be ready for questions about the question ● “I have your name and email from your account, so now all I need is your phone number.” ● “You can give me the day, the time, or both.” Be proactive ● “I could put you down for 6 for now, does that work?” ● “Do you want to finish this later?”
  • 23. A VUI is inextricably linked with time ● When a user is navigating a GUI they can skip ahead visually to the part they are interested in, or dismiss as they go. ● With a VUI, the user can feel like a “prisoner” of the VUI design. They must listen with (or without) patience to each word before they can hear the one that follows it.
  • 24. 1. Avoid written language and use spoken one 2. Kick off the conversation: introduce your own brand, provide a list of high level actions available by Action. 3. Kick off the conversation: if given the context - example: Talk to <agent_name> about <subject_one> avoid menu listening. VUI best practises Source: www.google.com
  • 25. 4. Guide user through the conversation a. if you expect users to ask make sure to ask a clear question. b. Don’t leave mic open without a prompt 5. Keep our TTS short and clear a. Analyse if your TTS can be split up in a logical way. b. Ask first before giving long TTS descriptions VUI best practises Source: www.google.com
  • 26. 1. Avoid data points unrelated to user query. 2. Follow natural turn taking in the conversation a. If you ask a question leave the space for the user to answer it. b. Avoid asking a question with a follow up sentence like: “Would you like to hear that again? You can say ‘yes’, ‘no’ or ‘repeat’. 3. Use conversational makers Adding the “glue” to the conversation and making it more engaging, examples: a. Timelines - “first”, “halfway there”, “finally” b. Acknowledgements - “thanks”, “got it”, “alright”, “sorry, about that” c. Positive feedback - “good job”, “nice to hear that” VUI best practises Source: www.google.com
  • 27. Recovering conversation Step 1 Error cannot be eliminated Step 2 Use broader explanation when re-prompting Step 3 Don’t blame the user Step 4 Don’t repeat prompts in error cases
  • 28. Resources Actions: developers.google.com/actions/design Post: how-to-improve-your-conversation-design Videos: bit.ly/aog-tips Developer community: g.co/actionsdev Tools: developers.google.com/actions/tools/ +GreenIdo @GreenIdo
  • 29. Google Confidential and Proprietary Generate TTS Using Terminal curl "http://www.google.com/speech-api/v1 /synthesize?lang=en-us&text=actions+ on+google+rock" -o aog-rock-hack.mp3