Designing Voice User Interfaces · Principles of Conversational Experiences by Pearl, Cathy -- Read -- Imperial Library of Trantor

Index

Designing Voice User Interfaces: Principles of Conversational Experiences Dedication Praise for Designing Voice User Interfaces Preface

Why Write This Book? The Chinese Room and the Turing Test Who Should Read This Book How This Book Is Organized O’Reilly Safari How to Contact Us Acknowledgments

1. Introduction

A Brief History of VUIs

The Second Era of VUIs Why Voice User Interfaces?

Conversational User Interfaces

An Interview with Alexa

What Is a VUI Designer? Chatbots Conclusion

2. Basic Voice User Interface Design Principles

Designing for Mobile Devices Versus IVR Systems Conversational Design Setting User Expectations Design Tools

Sample Dialogs Visual Mock-Ups Flow Prototyping Tools

Confirmations

Method 1: Three-Tiered Confidence Method 2: Implicit Confirmation Method 3: Nonspeech Confirmation Method 4: Generic Confirmation Method 5: Visual Confirmation

Command-and-Control Versus Conversational

Command-and-Control Conversational

Conversational Markers Error Handling

No Speech Detected Speech Detected but Nothing Recognized Recognized but Not Handled Recognized but Incorrectly Escalating Error

Don’t Blame the User Novice and Expert Users Keeping Track of Context Help and Other Universals Latency Disambiguation Design Documentation

Prompts Grammars/Key Phrases

Accessibility

Interaction Should Be Time-Efficient Keep It Short Talk Faster! Interrupt Me at Any Time Provide Context Where Am I? Text-to-Speech Personalization

Conclusion

3. Personas, Avatars, Actors, and Video Games

Personas Should My VUI Be Seen? Using an Avatar: What Not to Do Using an Avatar (or Recorded Video): What to Do

Storytelling Teamwork Video Games

When Should I Use Video in My VUI? Visual VUI—Best Practices

Should My Users See Themselves? What About the GUI? Handling Errors Turn Taking and Barge-In Maintaining Engagement and the Illusion of Awareness

Visual (Non-Avatar) Feedback Choosing a Voice Pros of an Avatar The Downsides of an Avatar

The Uncanny Valley

Conclusion

4. Speech Recognition Technology

Choosing an Engine Barge-In

Timeouts

End-of-speech timeout No speech timeout Too much speech

N-Best Lists The Challenges of Speech Recognition

Noise Multiple Speakers Children Names, Spelling, and Alphanumeric

Data Privacy Conclusion

5. Advanced Voice User Interface Design

Branching Based on Voice Input

Constrained Responses Open Speech Categorization of Input Wildcards and Logical Expressions

Disambiguation

Not Enough Information More Than One Piece of Information When Only One Is Expected

Handling Negation Capturing Intent and Objects Dialog Management Don’t Leave Your User Hanging Should the VUI Display What It Recognized? Sentiment Analysis and Emotion Detection Text-to-Speech Versus Recorded Speech Speaker Verification “Wake” Words Context Advanced Multimodal Bootstrapping Datasets

Website data Call center data Data collection

Advanced NLU Conclusion

6. User Testing for Voice User Interfaces

Special VUI Considerations Background Research on Users and Use Cases

Don’t Reinvent the Wheel

Designing a Study with Real Users

Task Definition Choosing Participants Questions to Ask

Open responses (to be asked verbally)

Things to Look For

Early-Stage Testing

Sample Dialogs Mock-ups Wizard of Oz Testing Difference Between WOz and Usability Testing

Usability Testing

Remote Testing

Moderated versus unmoderated Video recording Services for remote testing

Lab Testing Guerrilla Testing

Performance Measures Next Steps Testing VUIS in Cars, Devices, and Robots

Cars Devices and Robots

Conclusion

7. Your Voice User Interface Is Finished! Now What?

Prerelease Testing

Dialog Traversal Testing Recognition Testing Load Testing

Measuring Performance

Task Completion Rates Dropout Rate Other Items to Track

Amount of time in the VUI Barge-in Speech versus GUI High no-speech timeouts, no matches Navigation Latency Whole call recording

Logging Transcription Release Phases

Pilot

Surveys Analysis

Confidence Thresholds End-of-Speech Timeouts Interim Results versus Final Results Custom Dictionaries Prompts

Tools

Regression Testing

Conclusion

8. Voice-Enabled Devices and Cars

Devices

Home Assistants Watches/Bands/Earbuds Other Devices

Cars and Autonomous Vehicles

Challenges of Designing VUI for the Car Designing for in the Car Distracted Driving Device Shifting Interaction Mode Conclusions on Cars

Conclusion

A. Epilogue B. Products Mentioned in This Book

Mobile Phone Assistants Home Assistants Toys/Other Apps Video Games Watches / Bands Cars

C. About the Author Index About the Author Colophon Copyright

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