Designing Voice User Interfaces. Principles of Conversational Experiences - Helion

ebook

Autor: Cathy Pearl
ISBN: 978-14-919-5536-9
stron: 278, Format: ebook
Data wydania: 2016-12-19
Księgarnia: Helion

Cena książki: 101,15 zł (poprzednio: 117,62 zł)
Oszczędzasz: 14% (-16,47 zł)

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Tagi: Funkcjonalność stron i UX | Inne - Programowanie

Voice user interfaces (VUIs) are becoming all the rage today. But how do you build one that people can actually converse with? Whether you’re designing a mobile app, a toy, or a device such as a home assistant, this practical book guides you through basic VUI design principles, helps you choose the right speech recognition engine, and shows you how to measure your VUI’s performance and improve upon it.

Author Cathy Pearl also takes product managers, UX designers, and VUI designers into advanced design topics that will help make your VUI not just functional, but great.

Understand key VUI design concepts, including command-and-control and conversational systems
Decide if you should use an avatar or other visual representation with your VUI
Explore speech recognition technology and its impact on your design
Take your VUI above and beyond the basic exchange of information
Learn practical ways to test your VUI application with users
Monitor your app and learn how to quickly improve performance
Get real-world examples of VUIs for home assistants, smartwatches, and car systems

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Spis treści

Designing Voice User Interfaces. Principles of Conversational Experiences eBook -- spis treści

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
- OReilly 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
- Dont 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 VUIBest 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
- Dont 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
  - Dont 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