Charlotte Davies - Researching Voice UX
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This document discusses UX design research for voice assistants. It provides examples of techniques used for testing voice assistants like Alexa and Google Home including Wizard of Oz testing, late stage usability testing, and contextual research. Wizard of Oz testing involves understanding what users will say and do without a functional prototype. Late stage usability testing identifies issues with misheard utterances, timing, and technical behavior. Contextual research explores the context of use and user behavior over time. The document advocates applying design principles for voice like asking clear questions and providing a limited number of responses.
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Charlotte Davies - Researching Voice UX
- 2. UX Design Researcher @char1ottedavies UX for Voice Behind the curtain:
- 4. 4
- 9. 9Source: Amazon Hmmm, I don’t know that
- 10. 10
- 12. 12 Alexa, open CBeebies Games Stories Songs
- 14. 14 ID7 Start Alexa, open CBeebies BBC Kids sting Game Let's listen and find out who's here to play Start Alexa, ask CBeebies to play BBC Kids sting Character introduction Character introduction Who do you want to play with? [Character we have] Surprise [Something we can’t understand] Intera Exper Sorry! I’m not sure what you said. Who do you want to play with? [Character we have] Surprise [Something we can’t understand] Uh oh - I still don’t understand. Would you like to meet more friends or would you like a surprise? ID1 ID2 ID3 ID3 ID4 ID8 FX1 FX1 Would you like a game or a story? Play menu sting FX3 Story Start Alexa, ask CBeebies for a story BBC Kids sting FX1 Story menu sting FX5 Choice sting FX2 Random Experiences Last time you listened to a story Story recall My bookshelf is full Random Stories Story played before? Yes No Alexa, help Interruptive utterance Choice help message Help Alexa, help Interruptive utterance Help Play navigation help message Stop See you again soon! ID6 End ID23 ID11 ID12 ID12 ID13ID20 FX6 ID18 ID19 FX7 Help sting FX7 Help sting FX7 Help sting FX7 Help sting FX7 [Something we can’t understand] ID1.2 Sorry, I didn’t catch that. Remember to speak nice and clearly. Would you like a game or a story? [Something we can’t understand] Random Silly me. I still don’t understand. Let’s play a game. ID1.3 Silly me. I still don’t understand. Let’s hear a story. ID1.4
- 15. 15
- 16. 16 We’re not in Kansas anymore“ ”
- 19. 19 SPOILER ALERT
- 20. 20 Pay no attention to that man behind the curtain“ ”
- 22. Source: MGM/Loew’s Inc Wizard of Oz Testing
- 23. “Alexa open CBeebies” “Alexa put CBeebies on” “Alexa beebies"
- 24. Source: Amazon
- 25. Wizard of Oz Testing ☑ Understanding the design ☑ What users will say ☑ What users will do
- 26. 26 Will kids be able to use this?
- 27. Late Stage Usability Testing
- 28. 28 “New Song”
- 30. Wizard of Oz Testing ☑ Understanding the design ☑ What users will say ☑ What users will do Late stage Usability Testing ☑ Misheard utterances ☑ Timing issues ☑ Technical behaviour
- 32. 03/12/19
- 33. Usage Moments 4. Imaginative Play 3. Performing 1. Co-play 2. Getting Active 5. Winding Down
- 34. Discover a piece of content really like Don’t explore the skill as much Discover limitation in extent of content Fully explore the skill Behaviour over time
- 35. 35 Contextual Research ☑ Context of use ☑ Behaviour over time ☑ Longitudinal opinions Wizard of Oz Testing ☑ Understanding the design ☑ What users will say ☑ What users will do Late stage Usability Testing ☑ Misheard utterances ☑ Timing issues ☑ Technical behaviour
- 36. 36 Wizard of Oz Testing Late stage Usability Testing Contextual Research ☑ Context of use ☑ Behaviour over time ☑ Longitudinal opinions ☑ Understanding the design ☑ What users will say ☑ What users will do ☑ Misheard utterances ☑ Timing issues ☑ Technical behaviour
- 37. It’s a bit awkward 😬
- 38. Give them distractions Do contextual research Leave the room
- 39. It often goes wrong 🙄
- 40. Separate design and tech Include the unhappy path Reassure the participant
- 41. It’s cool 😎
- 42. People think it’s cool 😎
- 43. Focus on who and when Compare to other methods Observe use over time
- 44. It’s awkward It often goes wrong People think it’s cool 😎🙄😬
- 46. 46 1. Ask questions that have distinctive, easy to say answers
- 47. Andy Justin Andy’s dance adventure game Justin’s hide and seek house
- 48. 48 2. Provide no more than three options
- 49. Who do you want to play with, Andy, Justin, Go Jetters, Waffle or Duggee? Who do you want to play with, Andy or Justin?
- 50. 50 3. If you're asking a question, listen for an answer
- 51. Who do you want to play with, Andy or Justin? Let’s find out who’s here to play “Andy” “Justin” Who do you want to play with?
- 53. Week 1 Week 2 Week 3 Week 4 Week 5
- 54. 1. Users felt there wasn't enough content 2. Users think there are only two options
- 55. Don’t bore us get to the chorus
- 56. How might we increase the breadth of content discovered and consumed by our audience?
- 57. There are 5 games to play How about "Justin" or “Andy" Choose one or ask for more Let’s find out who’s here to play “Justin” “Andy” Who do you want to play with?
- 58. 60s 70s 00s Present >_
- 59. 1-Year-Old Plays With Magazine Like It's an iPad Mail Online 2011
- 60. “1-Year-Old Plays With Magazine Like It's an iPad” Mail Online 2011 Alexa play baby shark
- 65. Two-year-old girl keeps asking to play Baby Shark Mail Online 2018
- 66. @char1ottedavies