The role of UX design in AI by Tom Woodel

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UXPA UK

UXPAUK Event July 2017

Tecnologia

The role of UX
Design in AI
Tom Woodel
UX Lead, Saberr @womtoodle
Saberr

Agenda
What we'll cover:
Problems with AI
How do we ﬁx this?
What is Saberr?
How we design for AI
What we've found so far
Saberr @womtoodle
Q&A

Problems with AI
Saberr @womtoodle
History
repeats itself

History repeats itself
Saberr @womtoodle

What was the problem?
Saberr @womtoodle
Experts design
for experts

Microsoft's AI: TayTweets
Saberr @womtoodle

Microsoft's AI: TayTweets
Saberr @womtoodle
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”.

Chatbots
Saberr @womtoodle
"You have high
expectations. First they
disappoint you, then they
break." Alistair Shepherd, Founder of Saberr

How do we ﬁx this?
Saberr @womtoodle
UX Design to
the rescue!

How do we ﬁx this?
Saberr @womtoodle
Designers need to be included much earlier in the design process
Don't just design with Data, start with qualitative research
Have a clear idea of tone of voice
Have a clear idea of level of interaction

What is Saberr?
Saberr @womtoodle
Work well together

What is Saberr?
Saberr @womtoodle
Base
CoachBot

The problem
Saberr @womtoodle
Large diagnostic surveys for both Base and CoachBot
Current products rely heavily on Saberr team's facilitation
Takes a lot to try out new features, a lot had to be written in
code to test.

How to design for AI
Saberr @womtoodle
Prototyping
CoachBot

Otherwise known as...
Saberr @womtoodle
Faking a
bot

CoachBot Slack Setup
Saberr @womtoodle
"Heavily supervised Bot"
Mid size company
3 teams, to match our proto personas
One channel for each team with CoachBot (Multi channel
guest) added to each channel
Saberr Buddy added as a multi channel guest

Bot Brain
Saberr @womtoodle
Base
CoachBot
Contextual
Toolkits
Exercises
Games
Challenges
Stage 1Questions Stage 2 Stage 3 Responses

Beneﬁts of prototyping AI
Saberr @womtoodle
Responsive to needs of users
Quickly test new ideas
Not data driven, its qualitative.
Saberr Buddy allows for on the ﬂy interviews

CoachBot Drip Feed
Saberr @womtoodle
What we've
found so far

Tone of Voice
Saberr @womtoodle
Avoid too much personality, especially to begin with
Set expectations early
Functional and Contextual
Primers for why we are asking speciﬁc questions

Level of Interaction
Saberr @womtoodle
Offer the user the choice of interaction
Make the interactions contextual not generic for more buy in
Learn when the users preferred interacting
Set expectations

Escalation Protocol
Saberr @womtoodle
What happens when something goes wrong?
Have a way users can escape from error traps
Having a buddy works for testing, interviews, and escalation

Q&A
Tom Woodel
UX Lead, Saberr @womtoodle
Saberr The role of UX Design in AI

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The role of UX design in AI by Tom Woodel

1. The role of UX Design in AI Tom Woodel UX Lead, Saberr @womtoodle Saberr

2. Agenda What we'll cover: Problems with AI How do we ﬁx this? What is Saberr? How we design for AI What we've found so far Saberr @womtoodle Q&A

3. Problems with AI Saberr @womtoodle History repeats itself

4. History repeats itself Saberr @womtoodle

5. What was the problem? Saberr @womtoodle Experts design for experts

6. Microsoft's AI: TayTweets Saberr @womtoodle

7. Microsoft's AI: TayTweets Saberr @womtoodle 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”.

8. Tay the Tormentor Saberr @womtoodle

9. Tay the Tormentor Saberr @womtoodle

10. Chatbots Saberr @womtoodle "You have high expectations. First they disappoint you, then they break." Alistair Shepherd, Founder of Saberr

11. How do we ﬁx this? Saberr @womtoodle UX Design to the rescue!

12. How do we ﬁx this? Saberr @womtoodle Designers need to be included much earlier in the design process Don't just design with Data, start with qualitative research Have a clear idea of tone of voice Have a clear idea of level of interaction

13. What is Saberr? Saberr @womtoodle Work well together

14. What is Saberr? Saberr @womtoodle Base

15. What is Saberr? Saberr @womtoodle Base CoachBot

16. The problem Saberr @womtoodle Large diagnostic surveys for both Base and CoachBot Current products rely heavily on Saberr team's facilitation Takes a lot to try out new features, a lot had to be written in code to test.

17. How to design for AI Saberr @womtoodle Prototyping CoachBot

18. Otherwise known as... Saberr @womtoodle Faking a bot

19. Faking a bot Saberr @womtoodle

20. CoachBot Slack Setup Saberr @womtoodle "Heavily supervised Bot" Mid size company 3 teams, to match our proto personas One channel for each team with CoachBot (Multi channel guest) added to each channel Saberr Buddy added as a multi channel guest

21. Bot Brain Saberr @womtoodle

22. Bot Brain Saberr @womtoodle Base CoachBot Contextual Toolkits Exercises Games Challenges Stage 1Questions Stage 2 Stage 3 Responses

23. Beneﬁts of prototyping AI Saberr @womtoodle Responsive to needs of users Quickly test new ideas Not data driven, its qualitative. Saberr Buddy allows for on the ﬂy interviews

24. CoachBot Drip Feed Saberr @womtoodle What we've found so far

25. Tone of Voice Saberr @womtoodle Avoid too much personality, especially to begin with Set expectations early Functional and Contextual Primers for why we are asking speciﬁc questions

26. Level of Interaction Saberr @womtoodle Offer the user the choice of interaction Make the interactions contextual not generic for more buy in Learn when the users preferred interacting Set expectations

27. Escalation Protocol Saberr @womtoodle What happens when something goes wrong? Have a way users can escape from error traps Having a buddy works for testing, interviews, and escalation

28. Q&A Tom Woodel UX Lead, Saberr @womtoodle Saberr The role of UX Design in AI

The role of UX design in AI by Tom Woodel

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