Talk by Johannes Baeck from UX Camp Hamburg 2017

1. Johannes Baeck | UX Camp Hamburg 2017
Prototyping
Meaningful
Conversations
@jbaeck

2. How do we design a smart assistant for radiologists?
Our current challenge
@jbaeck

3. Conversational Interfaces — the bold vision
Please take care of …
Sure, option A or option B?
Option B, please.
Alright, done.
BOT
@jbaeck

4. Conversational Interfaces — our reality
OK, but what exactly can I ask?
What is it?
Sorry, I did not understand the request.
Please take care of …
I was just talking to the computer.
BOT
@jbaeck

5. Peter Morville
Apparently, machine learning means
humans learning to speak machine.
@jbaeck

6. Strategy Design Research
@jbaeck

7. Design for
Conversations?
Research for
Conversations?
Strategy for
Conversations?
@jbaeck

8. Contextual interviews help us understand the most pressing
questions and the situations in which they come up

9. Which modality is appropriate within the usage context?
Voice Hybrid Screen
@jbaeck

10. With Wizard-of-Oz experiments we simulate conversations
The radiologist “controls” the system
via speech, instead of mouse and keyboard.
His (real) assistant translates his requests by
controlling the system via mouse and keyboard.
@jbaeck

11. On which level do users have requests and questions?
Open patient browser What diseases does he have?
Specific requests Goal-oriented questions
@jbaeck

12. During the research phase, we understand the
conversation context and collect typical user questions
!
RESEARCH FOR CONVERSATIONS
@jbaeck

13. Design for
Conversations?
Research for
Conversations
Strategy for
Conversations?
@jbaeck

14. Experience maps visualise the bigger picture of the
conversation we are designing
User Research
Stakeholder
Interviews
Existing
Documentation
SOURCES
ACTIVITIES
PAINS
THOUGHTS
MOTIVATIONS
OPPORTUNITIES
THE RADIOLOGIST’S JOURNEY
@jbaeck

15. What’s the product scope?
Narrow use-case Broad use-case
@jbaeck

16. Clifford Nass / Scott Brave (Wired for Speech)
Personality allows people to know
how to behave toward others and
what to expect in return.
@jbaeck

17. x
RIA
Job / Role
Age
§ Value Proposition
» ...
§ Interaction Principles
» ...
§ Personality
» ...
§ Information RIA can provide
» ...
With bot personas, we create a model of the person that
our users will be talking to
@jbaeck

18. Bot personas interact with user personas and need to be
aligned with existing brand personas
BOT PERSONA
BRAND PERSONA USER PERSONAS
@jbaeck

19. During the strategy phase, we define the basic rules
and principles of the conversation
!
STRATEGY FOR CONVERSATIONS
@jbaeck

20. Design for
Conversations?
Research for
Conversations
Strategy for
Conversations
@jbaeck

21. Make the conversation come alive early on
…let us iterate quickly …focus internal discussions
…let us test with users…sell the product vision
PROTOTYPES…
@jbaeck

22. Which prototypes answer our questions?
Horizontal Vertical
Throwaway Evolutionary
Rule-based AI-driven
Screen-based Voice-only
Low-Fidelity High-Fidelity
Multimodal
Mid-Fidelity
@jbaeck

23. Current prototyping tools focus on visual interfaces

24. Paper sketches and storyboards are a shared language when
talking about the product vision

25. Conversational prototyping tools can help us simulate the
conversation without coding
DEFINE EXAMPLE DIALOGS TEST ON VOICE DEVICE
@jbaeck

26. Close collaboration between product and tech are essential
to get the conversation details right
UX / PRODUCT TEAM TECHNOLOGISTS / DATA SCIENTISTS
+
UX WRITER
@jbaeck

27. Conversational design patterns & principles can guide the
prototyping process
ALEXA SKILLS KIT VOICE DESIGN BEST PRACTICES ACTIONS ON GOOGLE | CONVERSATION BASICS
@jbaeck

28. Kathryn Whitenton (Nielsen Norman Group)
Although voice interaction is markedly
different from graphical user interfaces,
classic usability principles are still critical
to the quality of the user experience.
@jbaeck

29. !
DESIGN FOR CONVERSATIONS
During the design phase, we flesh out the conversation
— moving from general topics to detailed dialogs
@jbaeck

30. Strategy for
Conversations
Research for
Conversations
Design for
Conversations
@jbaeck

31. With user-centered design methods, we lay the
groundwork for meaningful conversations
Contextual
Interviews
Experience
Maps
Ideation
Workshops
@jbaeck

32. Wizard-of-Oz
Experiments
Bot
Personas
Conversational
Prototyping Tools
Contextual
Interviews
Experience
Maps
Ideation
Workshops
With a conversational mindset, we can incorporate
new methods and tools into our design process
@jbaeck

33. Gerry McGovern
Chatbots will require an extremely
rigorous information architecture
in order to ‘chat’ in a useful way.
@jbaeck

34. Let’s create meaningful conversational experiences
Please take care of …
Sure, option A or option B?
Option B, please.
Alright, done.
BOT
@jbaeck

35. Johannes Baeck (@jbaeck)
! ? More on a. and my blog productpeoplefit.com.