applying science to conversational ux design
TRANSCRIPT
Applying Science to Conversational UX DesignBob Moore, Raphael Arar
IBM Research
Interfaces have come a long way.
Applying Science to Conversational UX Design© 2017 IBM Research
Conversational Agents
“
Jean Baudrillard Sociologist
The sad thing about artificial intelligence is that it lacks artifice and therefore intelligence.
Human Conversation
APIs
Conversational Systems
Speech to Text Text to SpeechNatural LanguageUnderstanding Dialog Management
Human Conversation
APIs
Conversational Systems
Text to SpeechSpeech to Text Natural LanguageUnderstanding Dialog Management
USER EXPERIENCE DESIGN
ARCHITECTURE
INFORMATIONARCHITECTURE
HUMAN-COMPUTERINTERACTION
INTERACTIONDESIGN
VISUAL DESIGN
MECHANICALENGINEERING
ELECTRICALENGINEERING
CONTENT CREATION(Text, Data, Graphics)
Signage
Info Viz
Navigation INTERFACE DESIGN
Ubicomp
Controls
InteractiveEnvironments
USABILITY ENGINEERING
INDUSTRIALDESIGN
Dan Saffer, UX Designer
USER EXPERIENCE DESIGN
ARCHITECTURE
INFORMATIONARCHITECTURE
HUMAN-COMPUTERINTERACTION
INTERACTIONDESIGN
CONVERSATION DESIGN
MECHANICALENGINEERING
ELECTRICALENGINEERING
CONTENT CREATION(Text, Data, Graphics)
Signage
Ontology Management
Navigation CONVERSATIONAL UI
Ubicomp
Controls
InteractiveEnvironments
USABILITY ENGINEERING
INDUSTRIALDESIGN
What’s the state-of-the-art for conversational UI?
Web. 2017.
Applying Science to Conversational UX Design© 2017 IBM Research
Web. 1996.
Conversational UI. 2017.
Conversational UI. ????
Human Conversation
APIs
Conversational Systems
Text to SpeechSpeech to Text Natural LanguageUnderstanding Dialog Management
Conversational Systems
Dialog Management
Conversation Analysis
Human Conversation
What does natural conversation sound like?
20 Des: What is the name?21 Guy: Detweiler. D-e-t, 22 (1.2)23 Guy: w-e, 24 (0.4)25 Guy: i-l-e-r-. 26 (2.0)27 Des: Foursome? 28 Guy: Yah. 29 (0.4)30 Des: Electric carts? 31 (0.6)32 Guy: Uh:::, n:no? I don’t33 think so. 34 Des: Okay. We'll see yuh then, 35 Guy: Righto, 36 Des: Mm hm, Bye?
01 Des: G'morning. San Juan Hills 02 Country Club? 03 Guy: Guh morning. What’s-w-what 04 kind of a starting time05 ken:: we get fer::hh06 sometime this afternoon. 07 (0.7)08 Guy: Any[time- 09 Des: [Oh:::, [let's see.10 Guy: [Any time11 tuhday. 12 Des: Two fordy. One, thirdy. 13 Guy: One thirty? 14 Des: Mm hm::? 15 Guy: One thirty. 16 (0.7)17 Guy: .hh W'l at sounds like a18 good time? 19 (0.4)
Not every voice or text interaction is a conversation.
Speaker-change recurs, or at least occurs.1
Overwhelmingly, one party talks at a time.2
Occurrences of more than one speaker at a time are common, but brief.3
Transitions (from one turn to a next) with no gap and no overlap are common. Together with transitions characterized by slight gapor slight overlap, they make up the vast majority of transitions4
Turn order is not fixed, but varies.5
Turn size is not fixed, but varies.6
Length of conversation is not specified in advance.7
Relative distribution of turns is not specified in advance.9
Number of parties can vary.10
Talk can be continuous or discontinuous.11
Turn-allocation techniques are obviously used. A current speaker may select a next speaker (as when he addresses a question toanother party); or parties may self-select in starting to talk12
Various 'turn-constructional units' are employed; e.g., turns can be projectedly 'one word long', or they can be sentential in length13
Repair mechanisms exist for dealing with turn-taking errors and violations; e.g., if two parties find themselves talking at the same time, one of them will stop prematurely, thus repairing the trouble14
What parties say is not specified in advance8
— Harvey Sacks, Emanuel A. Schegloff, Gail Jefferson
Meet AlmaNatural Conversation Framework
Natural Language != Natural Conversation
intent
distance
cuisine place
Natural Language
Natural Conversation
action pair
granting
request
dependency
sequence closing
hearing trouble
dependency
dependency
understanding trouble
base second part
base first part
Conversational UXa working set of principles
Saying is doing
J: T's- tsuh beautiful day out isn't it?L: Yeh it's jus' gorgeous...
CA
A: God izn it dreary. (0.6)B: [Y'know I don't think-A: [.hh- It's warm though,
UX
“A "signifier" is some sort of indicator, some signal in the physical or social world that can be interpreted meaningfully.
Don Norman Cognitive Scientist
Recipient design
CA
“By 'recipient design' we refer to a multitude of respects in which the talk by a party in a conversation is constructed or designed in ways which display an orientation and sensitivity to the particular other(s) who are the co-participants.
Harvey Sacks, Emanuel A. Schegloff, Gail Jefferson Sociologists
B: Who's doing your remodel?A: Dave
CA
C: Who's doing your remodel?A: My neighbor across the street. He's a contractor.
UX
“[Human-centered design is] an approach that puts human needs, capabilities, and behavior first, then designs to accommodate those needs, capabilities, and ways of behaving.
Don Norman Cognitive Scientist
Minimization
D: Who's doing your remodel?
CA
A: DaveD: Who?A: You know, my neighbor across the street.D: Oh!A: You had a beer with him?D: Right.
CA
B: uh, yeah, I guess I'd like Mexican foodA: Mañana's is on Fourth and Winchester. It's a great Mexican restaurant within walking distance. It gets five out of five stars. Would you like me to make a reservation for you at Mañana's?
A: What kind of food would you like?Mexican
Voice inputs are cheap, but voice outputs are expensive
UX
Occam’s Razor1
Minimize Cognitive Load2
Eliminate Excise3
Understanding is interactional
CA
UX
Mental Models1
Feedback2
Emotions describe actions
CA
CA
UX
Visceral Behavioral Reflexive
Norman’s 3 Levels of Emotional Design
The best input method is situational
UX
Context matters!
