The role of UX Design in AITom WoodelUX Lead, Saberr @womtoodle

Saberr

Agenda

What we'll cover:

Problems with AIHow do we fix this?What is Saberr?How we design for AIWhat we've found so far

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Q&A

Problems with AI

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History repeats itself

History repeats itself

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What was the problem?

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Experts design for experts

Microsoft's AI: TayTweets

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Microsoft's AI: TayTweets

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The aim was to, “experiment and conduct research on conversational understanding”.

Tay would learn from conversations she had with people on twitter and so become “smarter”.

Tay the Tormentor

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Tay the Tormentor

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Chatbots

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"You have high expectations. First they disappoint you, then they break."

Alistair Shepherd, Founder of Saberr

How do we fix this?

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UX Design to the rescue!

How do we fix this?

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Designers need to be included much earlier in the design processDon't just design with Data, start with qualitative researchHave a clear idea of tone of voiceHave a clear idea of level of interaction

What is Saberr?

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Work well together

What is Saberr?

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Base

What is Saberr?

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BaseCoachBot

The problem

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Large diagnostic surveys for both Base and CoachBotCurrent products rely heavily on Saberr team's facilitationTakes a lot to try out new features, a lot had to be written in code to test.

How to design for AI

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Prototyping CoachBot

Otherwise known as...

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Faking a bot

Faking a bot

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CoachBot Slack Setup

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"Heavily supervised Bot"Mid size company

3 teams, to match our proto personasOne channel for each team with CoachBot (Multi channel guest) added to each channelSaberr Buddy added as a multi channel guest

Bot Brain

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Bot Brain

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Base

CoachBot

Contextual

Toolkits

Exercises

Games

Challenges

Stage 1Questions Stage 2 Stage 3 Responses

Benefits of prototyping AI

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Responsive to needs of usersQuickly test new ideasNot data driven, its qualitative.Saberr Buddy allows for on the fly interviews

CoachBot Drip Feed

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What we've found so far

Tone of Voice

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Avoid too much personality, especially to begin withSet expectations earlyFunctional and ContextualPrimers for why we are asking specific questions

Level of Interaction

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Offer the user the choice of interactionMake the interactions contextual not generic for more buy inLearn when the users preferred interactingSet expectations

Escalation Protocol

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What happens when something goes wrong?Have a way users can escape from error trapsHaving a buddy works for testing, interviews, and escalation

Q&A

Tom WoodelUX Lead, Saberr @womtoodle

Saberr The role of UX Design in AI