The Future of Voice Design: How You Can Get Started

The Future of Voice Design: How You Can Get Started

The Future of Voice Design: How You Can Get Started @brookebhawkins #ias17 #fovd

What is VUI Design?

Talk about the field more broadlyPull from examples the audience will know

SAMPLE EMMI CALL

Using digital tools that help patients be more engaged in their healthcare journey.

Emmi & HealthcarePREVENTOutbound IVR calls one time outreach. Reminders about appointments, collect data, transfers to schedule.TRANSITIONMany engagements over time. Flag major issues for follow-up. Save care teams money and time.MULTIMEDIAMultimedia programs that explain health conditions using imagery and audio.

VOICE ASSISTANTS

Siri, Cortana, Google Assistant, Alexa, Jibo, Viv

Conversational interfaces and the future of VUI design.

CHATBOTS

Facebooks M, Slacks Slackbot, Chatbot Magazine, Voice and Non-Voice

Personal Assistants

NOT VERY HUMAN

Cant remember things about you over time or have a relationship with you.

Everyones favorite nightmare.

INBOUND CALLS

Youll call into the system to get sorted and answered.

Inbound IVRs

Making robocalls more human, helpful and engaging.

IVR CallsCold-calling patients throughout their day. Interactions are highly measurable. Helpful passive voice with no persona.CONTEXTPERSONAMEASUREMENTContent can be swapped and relaunched.ITERATIVE

Designing Conversations.


Designing ConversationsBreaking down the phases of design.

WHAT IS IT? Help people achieve a task and find what theyre looking for through a conversation.

DESIGN PROBLEM Clients will present us with an issue - they need to get their patients to do something.

LARGER PROBLEM What is really keeping patients from taking action? This is our real solution.

Vaccines are dangerous to my family.I have no way to get to the doctor for my visit.TRANSPORTATIONSTIGMAI didnt realize that visit was covered by my insurance.COST

RESEARCH PROCESS Talk to patients, care providers, look at online forums, look at success of past data, all to inform designs.

I know I need to make changes, but its too much.Its hard to live my life normally like I used to.DEPRESSION CONFUSIONI just left the hospital for a heart attack.LIFE STRESSORS

DESIGN PROCESS Once weve done this work, the design phase takes on 4 main steps.

SCRIPTINGPut together insights from research and conversations to turn the goal into a script.

Im calling on behalf of [your clinic name] vs Im calling on behalf of [your hospital name]

BUILD TRUST

Were calling all our new Medicaid patientsIll pass this information to your doctor to update your records

EXPLAIN WHY CALLING

Getting a flu vaccine doesnt just keep you healthy, but everyone around you especially kids and people too sick to get the vaccine themselves.

MAKE THE INCENTIVE CLEAR

Reduces cognitive load and makes things easier to understand.

USE EASY LANGUAGE

Allow users to barge in or speak over us like you would in a normal conversation.

ANTICIPATE SPEAKING TURNS

Add in responses like good to know or validate when were not sure.

ACKNOWLEDGE RESPONSES

2. MAPPING THE FLOWBreaking down the conversation into user flows, Excels, and audio files to share with IVR developer.

3. FINE TUNINGTuning the conversation to sound human. Designing input grammars, barge-in rules, error messages, and more.

FilenameTextBarge In?Grammarsquestion.wavWould you like to transfer now? NoYes: yes, yeah, okay

No: no, no way, never

I Dont Know: I dont know, Im not sureError Files:error1.wavIm sorry, what was that?Yeserror2.wavIm sorry, press 1 or 2.Yes

Simple responses: yes, yeah, no, nopeFiller words: um.yesRepeat responses: yesyesQuestion mimicry: yes I am, no Im not Different interpretation: more mucus, thicker mucus, no mucus

ARE YOU COUGHING UP MORE OR THICKER MUCUS THAN YESTERDAY?

Validate: Im sorry, I just want to check - you saidReprompt: I didnt get that - please say yes or no Limit options: You can say: yes, no, or I dont knowLeading phrasing: Please give the month and year

ACCOUNTING FOR ERRORS IN CONVERSATION LIKE A HUMAN WOULD

4. AUDIO DESIGNWorking with and coaching voice talent to record audio. Editing and batching audio to fit flows.

Question InflectionHaving an Empathetic ToneGetting the right take takes time:

Many Ways To Say One Thing

TESTING AND REFININGI test the call to be sure everything is functioning as Ive designed.

Research and Results.


Time to see if we reached our intended goal.

The Data

WHATS IN A GOAL? Measuring against goals helps us learn and make the best experiences we can.

There must be 50 ways to test a system

Testing Methods A/B TESTINGPutting call features head to head. What wins moves ahead.QUANTITATIVE ANALYSISLooking at the numbers to see larger trends and behaviors.QUALITATIVE ANALYSISListening to real accounts and asking users how they felt.

Need it every yearv.Itll protect othersDo you think youll get the flu vaccine this year?

GreatIll send you back to where you were.It lost all of my trust

I realized she was a computer

It didnt make any sense to me

For some things, communicating with a computer is better.

IVR is BetterSHARING HEALTH INFORMATIONResearch shows patients are more likely to share sensitive or embarrassing data.PAYING CREDIT CARD BILLSAutomated systems can be annoying, but they dont judge. HANDS-OFF EXPERIENCESMultitasking just got a whole lot easier.

When users get started, they stick with it:

Your help is key!

Whats NextVUI DESIGN IS BROADIVR calls are one example but this is a tip of the iceberg.

EXPERIENCE DESIGNAll of these skills are broadly applicable to designing conversations in general.

AR AND VREnvironments controlled by voice the world is your interface.

SKULLY AR-1Iron Mans helmet to keep motorcyclists safe on the road.

USCs EllieVirtual therapy that scans your body language and responds appropriately.

WE NEED YOU!You have the skills you need to design the future of voice interfaces.

Questions?


Im available for questions and I love making new design friends.

Contact Info

Twitter@brookebhawkins

[email protected]

Website:brookehawkins.com