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I hear voices: Explorations of multidevice experiences with conversational assistants

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Karen Kaushansky

This document discusses conversational assistants and their personas. It provides examples of the personas for Siri, Cortana, Google Now, Alexa and others. It also discusses developing a consistent persona to improve user experience and engagement. The document explores multi-device experiences and how assistants can shift between devices depending on context. It suggests assistants should have an awareness of capabilities across devices and apps to provide seamless experiences for users.

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I HEAR VOICES karen kaushansky @kjkausha EXPLORATIONS OF MULTI-DEVICE EXPERIENCES WITH CONVERSATIONAL ASSISTANTS
I hear voices: Explorations of multidevice experiences with conversational assistants
I hear voices: Explorations of multidevice experiences with conversational assistants
I hear voices: Explorations of multidevice experiences with conversational assistants
JUST LIKE ATMS AND BANK TELLERS, PEOPLE WILL REALIZE IT’S A MUCH MORE EFFICIENT WAY TO GET THE INFORMATION YOU WANT AND WE WILL SPEND MUCH OF OUR TIME TALKING TO MACHINES. John Markoff ON SPEECH RECOGNITION IN GENERAL
ACCORDING TO APPLE, SIRI ALREADY HANDLES MORE THAN A BILLION SPOKEN REQUESTS PER WEEK Source:NY TImes
IT’S A FUNNY THING, TRYING TO MAKE SENSE OF A TECHNOLOGY THAT HAS NO BUILT-IN VISUAL INTERFACE… THIS GETS AT A DEEPER TRUTH ABOUT CONVERSATIONAL TECH: YOU ONLY DISCOVER ITS CAPABILITIES IN THE COURSE OF A PERSONAL RELATIONSHIP WITH IT. Wired NO VISUAL INTERFACE
PERSONA ▸ “A standardized mental image of a personality or character that users infer from the application’s voice and language choices.” It is a vehicle by which companies can brand a service or project. ▸ Whether implicitly designed or not, users will perceive a personality. “It is not advisable to leave the perceptions to chance, especially because branding and image are at stake.” Source: Voice User Interface Design
 by Cohen, Giangola, Balogh
WHAT CAN BE ACHIEVED WITH A PERSONA? Increase in engagement time Increase in number of interactions Higher overall rating of the product Higher likelihood of recommending device to a friend Increase in monetization Leads to a purchase of another device/ brand loyalty Source: NY Times
Google Now and Siri currently represent two dramatically different types of Human-Computer Interaction styles. While Siri intentionally and successfully mimics a human, complete with a wry sense of humor, Google Now opts instead to function as a pure informational oracle, devoid of personality or humanity.
OUR ONLINE CONVERSATIONS WILL INCREASINGLY BE MEDIATED BY CONVERSATION ASSISTANTS WHO WILL HELP US LAUGH AND BE MORE PRODUCTIVE. Lili Cheng THIS IS JUST THE START
1 PERSONA ? PERSONAS 1 DEVICE MULTIPLE DEVICES
Source: CNN
I hear voices: Explorations of multidevice experiences with conversational assistants
CORTANA ▸ Cortana is confident, caring, competent, loyal; helpful, but not bossy. ▸ “Not only is she AI, she's self-aware, and that principle of transparency informs a lot of how we handle error messages, our capabilities, tasks and chitchat. You'll have more faith and trust in us if we do that for you.” ▸ “As soon as the team gave Cortana a boost in confidence, people immediately began responding to her more positively.” Source: Engadget
CORTANA ▸ Cortana places importance on audio feedback to help complete tasks ▸ Uses audio when processing speech ▸ Speaks like a real person “Sound good?” ▸ Not as formal as some other personas, uses contractions, is chitchatty
I hear voices: Explorations of multidevice experiences with conversational assistants
SIRI ▸ Siri has “Occasionally a light attitude”. ▸ It has been noted “What can Siri do better? Have an emotional relationship with a user.” ▸ More formal “Shall I create it?” ▸ Siri uses visual feedback for specific details unless plugged into a headset
GOOGLE NOW ▸ Google Now does a great job anticipating needs, and gathering contextual information. ▸ Its persona is a reflection of its capabilities and strengths: “Google Now does not attempt personality, merely efficiency” ▸ All business, no chitchat
ALEXA ▸ “ ‘Sorry, I didn’t understand the question I heard’ is her favorite response, though honestly she really doesn’t sound very sorry.” ▸ She is just smart enough to be useful. And she keeps getting smarter. ▸ “She’s like a genie in a sci-fi-looking bottle – one not quite at the peak of her powers, and with a tiny bit of an attitude.”
I hear voices: Explorations of multidevice experiences with conversational assistants
I hear voices: Explorations of multidevice experiences with conversational assistants
ERRORS ▸ Cortana: “I’m sorry, the internet and I aren’t talking right now” ▸ “Siri not available. Connect to the internet.” ▸ Google: No audio – visual says “Can’t reach Google at the moment”
As a toy, Hello Barbie needs to be both fun, leading girls through imaginative games, and funny, telling jokes and being goofy. But Mattel also wanted Barbie to have an empathetic, affirming sensibility aimed at young girls. - NYTimes
IF WE HAD MORE OF A FRAMING “SHE’S THE PERFECT PERSON TO ASK ABOUT RESTAURANTS OR SEARCHING FOR DIRECTIONS” THEN SHE WOULD WORK 95% OF THE TIME RATHER THAN FAILING YOU 40% OF THE TIME. David Rose
SHORTCOMINGS ▸ In many cases it is still a layer on top of the OS; only goes one layer deep
Source: Techcrunch
A great conversational agent is only fully useful when it’s everywhere, when it can get to know you in multiple contexts—learning your habits, your likes and dislikes, your routine and schedule. The way to get there is to have your AI colonize as many apps and devices as possible. - Wired
THE NEW SIRI IS PAVING THE WAY TO WHAT YOU MIGHT CALL “AMBIENT COMPUTING” — A FUTURE IN WHICH ROBOTIC ASSISTANTS ARE ALWAYS ON HAND TO ANSWER QUESTIONS, TAKE NOTES, TAKE ORDERS OR OTHERWISE FUNCTION AS AUXILIARY BRAINS TO WHOM YOU MIGHT OFFLOAD MANY OF YOUR CHORES. NY Times IPHONE 6S’S HANDS-FREE SIRI IS AN OMEN OF THE FUTURE
Yes? Yes? Yes? Yes? Yes? Yes? Yes?
I hear voices: Explorations of multidevice experiences with conversational assistants
ALL DEVICES ALL THE TIME
I hear voices: Explorations of multidevice experiences with conversational assistants
I hear voices: Explorations of multidevice experiences with conversational assistants
Which one should listen?
The one that can provide the best result based on context
Actually I don’t care who listens…just do the right thing.
So what that means is they should all listen, and negotiate between them who answers.
All pervasive Hey Watch, do this. Hey TV, do that. Hey car, navigate. Get me X.
Source: UX Mag
DEVICE SHIFTING Start on one device and shift based on capabilities of the device. Hey Siri, what was the score of the Habs game?
LINKED ACTIONS Just do what you need it to do no matter how many “apps” and devices it takes. Liane Schinasi Send this to my Mom and add to favorites.
USER DIRECTED DEVICE SHIFTING Direct the output when it’s not the obvious choice. And then ability to surface it Do you still need 
 scissors? Yep Tweezerman Baby 
 Nail Scissors Save this to my watch.
TRUE REMOTE CONTROL Remote as in “on my way home” Hey Siri, get the next House of Cards tee’d up for tonight
Amazon is throwing $100M in the form of Alexa Fund to lure developers, manufacturers, and startups to create voice-driven applications and devices based on Echo. Companies such as Orange Chef, Scout Alarm, Toymail and, Mojio got the seed investment from Alexa Fund. ▸ “Your customers can simply speak to Alexa through the microphone on your device and Alexa will respond through your device's speakers - Forbes
I hear voices: Explorations of multidevice experiences with conversational assistants
THANK YOU (WE’RE HIRING ALL TYPES OF DESIGNERS) @KJKAUSHA kk@zoox.com

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I hear voices: Explorations of multidevice experiences with conversational assistants

  • 1. I HEAR VOICES karen kaushansky @kjkausha EXPLORATIONS OF MULTI-DEVICE EXPERIENCES WITH CONVERSATIONAL ASSISTANTS
  • 5. JUST LIKE ATMS AND BANK TELLERS, PEOPLE WILL REALIZE IT’S A MUCH MORE EFFICIENT WAY TO GET THE INFORMATION YOU WANT AND WE WILL SPEND MUCH OF OUR TIME TALKING TO MACHINES. John Markoff ON SPEECH RECOGNITION IN GENERAL
  • 6. ACCORDING TO APPLE, SIRI ALREADY HANDLES MORE THAN A BILLION SPOKEN REQUESTS PER WEEK Source:NY TImes
  • 7. IT’S A FUNNY THING, TRYING TO MAKE SENSE OF A TECHNOLOGY THAT HAS NO BUILT-IN VISUAL INTERFACE… THIS GETS AT A DEEPER TRUTH ABOUT CONVERSATIONAL TECH: YOU ONLY DISCOVER ITS CAPABILITIES IN THE COURSE OF A PERSONAL RELATIONSHIP WITH IT. Wired NO VISUAL INTERFACE
  • 8. PERSONA ▸ “A standardized mental image of a personality or character that users infer from the application’s voice and language choices.” It is a vehicle by which companies can brand a service or project. ▸ Whether implicitly designed or not, users will perceive a personality. “It is not advisable to leave the perceptions to chance, especially because branding and image are at stake.” Source: Voice User Interface Design
 by Cohen, Giangola, Balogh
  • 9. WHAT CAN BE ACHIEVED WITH A PERSONA? Increase in engagement time Increase in number of interactions Higher overall rating of the product Higher likelihood of recommending device to a friend Increase in monetization Leads to a purchase of another device/ brand loyalty Source: NY Times
  • 10. Google Now and Siri currently represent two dramatically different types of Human-Computer Interaction styles. While Siri intentionally and successfully mimics a human, complete with a wry sense of humor, Google Now opts instead to function as a pure informational oracle, devoid of personality or humanity.
  • 11. OUR ONLINE CONVERSATIONS WILL INCREASINGLY BE MEDIATED BY CONVERSATION ASSISTANTS WHO WILL HELP US LAUGH AND BE MORE PRODUCTIVE. Lili Cheng THIS IS JUST THE START
  • 15. CORTANA ▸ Cortana is confident, caring, competent, loyal; helpful, but not bossy. ▸ “Not only is she AI, she's self-aware, and that principle of transparency informs a lot of how we handle error messages, our capabilities, tasks and chitchat. You'll have more faith and trust in us if we do that for you.” ▸ “As soon as the team gave Cortana a boost in confidence, people immediately began responding to her more positively.” Source: Engadget
  • 16. CORTANA ▸ Cortana places importance on audio feedback to help complete tasks ▸ Uses audio when processing speech ▸ Speaks like a real person “Sound good?” ▸ Not as formal as some other personas, uses contractions, is chitchatty
  • 18. SIRI ▸ Siri has “Occasionally a light attitude”. ▸ It has been noted “What can Siri do better? Have an emotional relationship with a user.” ▸ More formal “Shall I create it?” ▸ Siri uses visual feedback for specific details unless plugged into a headset
  • 19. GOOGLE NOW ▸ Google Now does a great job anticipating needs, and gathering contextual information. ▸ Its persona is a reflection of its capabilities and strengths: “Google Now does not attempt personality, merely efficiency” ▸ All business, no chitchat
  • 20. ALEXA ▸ “ ‘Sorry, I didn’t understand the question I heard’ is her favorite response, though honestly she really doesn’t sound very sorry.” ▸ She is just smart enough to be useful. And she keeps getting smarter. ▸ “She’s like a genie in a sci-fi-looking bottle – one not quite at the peak of her powers, and with a tiny bit of an attitude.”
  • 23. ERRORS ▸ Cortana: “I’m sorry, the internet and I aren’t talking right now” ▸ “Siri not available. Connect to the internet.” ▸ Google: No audio – visual says “Can’t reach Google at the moment”
  • 24. As a toy, Hello Barbie needs to be both fun, leading girls through imaginative games, and funny, telling jokes and being goofy. But Mattel also wanted Barbie to have an empathetic, affirming sensibility aimed at young girls. - NYTimes
  • 25. IF WE HAD MORE OF A FRAMING “SHE’S THE PERFECT PERSON TO ASK ABOUT RESTAURANTS OR SEARCHING FOR DIRECTIONS” THEN SHE WOULD WORK 95% OF THE TIME RATHER THAN FAILING YOU 40% OF THE TIME. David Rose
  • 26. SHORTCOMINGS ▸ In many cases it is still a layer on top of the OS; only goes one layer deep
  • 28. A great conversational agent is only fully useful when it’s everywhere, when it can get to know you in multiple contexts—learning your habits, your likes and dislikes, your routine and schedule. The way to get there is to have your AI colonize as many apps and devices as possible. - Wired
  • 29. THE NEW SIRI IS PAVING THE WAY TO WHAT YOU MIGHT CALL “AMBIENT COMPUTING” — A FUTURE IN WHICH ROBOTIC ASSISTANTS ARE ALWAYS ON HAND TO ANSWER QUESTIONS, TAKE NOTES, TAKE ORDERS OR OTHERWISE FUNCTION AS AUXILIARY BRAINS TO WHOM YOU MIGHT OFFLOAD MANY OF YOUR CHORES. NY Times IPHONE 6S’S HANDS-FREE SIRI IS AN OMEN OF THE FUTURE
  • 32. ALL DEVICES ALL THE TIME
  • 35. Which one should listen?
  • 36. The one that can provide the best result based on context
  • 37. Actually I don’t care who listens…just do the right thing.
  • 38. So what that means is they should all listen, and negotiate between them who answers.
  • 39. All pervasive Hey Watch, do this. Hey TV, do that. Hey car, navigate. Get me X.
  • 41. DEVICE SHIFTING Start on one device and shift based on capabilities of the device. Hey Siri, what was the score of the Habs game?
  • 42. LINKED ACTIONS Just do what you need it to do no matter how many “apps” and devices it takes. Liane Schinasi Send this to my Mom and add to favorites.
  • 43. USER DIRECTED DEVICE SHIFTING Direct the output when it’s not the obvious choice. And then ability to surface it Do you still need 
 scissors? Yep Tweezerman Baby 
 Nail Scissors Save this to my watch.
  • 44. TRUE REMOTE CONTROL Remote as in “on my way home” Hey Siri, get the next House of Cards tee’d up for tonight
  • 45. Amazon is throwing $100M in the form of Alexa Fund to lure developers, manufacturers, and startups to create voice-driven applications and devices based on Echo. Companies such as Orange Chef, Scout Alarm, Toymail and, Mojio got the seed investment from Alexa Fund. ▸ “Your customers can simply speak to Alexa through the microphone on your device and Alexa will respond through your device's speakers - Forbes
  • 47. THANK YOU (WE’RE HIRING ALL TYPES OF DESIGNERS) @KJKAUSHA kk@zoox.com