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Charlotte Davies - Researching Voice UX

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With 50% of searches expected to be done using voice in 2020, the BBC has been experimenting in the Voice space for a while. If pauses are the new pixels, what does this mean for the UX process?

How do you test a conversation?

Charlotte will be sharing what she has learnt from doing research on this platform, including what methods you can use and what challenges you might face.

Charlotte Davies - Researching Voice UX

  1. 1. UX Design Researcher @char1ottedavies UX for Voice Behind the curtain:
  2. 2. 3Source: Amazon, Google
  3. 3. 4
  4. 4. 6Source: Awwwards
  5. 5. 7Source: laurabusche
  6. 6. 8Source: UX Planet
  7. 7. 9Source: Amazon Hmmm, I don’t know that
  8. 8. 10
  9. 9. 12 Alexa, open CBeebies Games Stories Songs
  10. 10. 14 ID7 Start Alexa, open CBeebies BBC Kids sting Game Let's listen and find out who's here to play Start Alexa, ask CBeebies to play BBC Kids sting Character introduction Character introduction Who do you want to play with? [Character we have] Surprise [Something we can’t understand] Intera Exper Sorry! I’m not sure what you said. Who do you want to play with? [Character we have] Surprise [Something we can’t understand] Uh oh - I still don’t understand. Would you like to meet more friends or would you like a surprise? ID1 ID2 ID3 ID3 ID4 ID8 FX1 FX1 Would you like a game or a story? Play menu sting FX3 Story Start Alexa, ask CBeebies for a story BBC Kids sting FX1 Story menu sting FX5 Choice sting FX2 Random Experiences Last time you listened to a story Story recall My bookshelf is full Random Stories Story played before? Yes No Alexa, help Interruptive utterance Choice help message Help Alexa, help Interruptive utterance Help Play navigation help message Stop See you again soon! ID6 End ID23 ID11 ID12 ID12 ID13ID20 FX6 ID18 ID19 FX7 Help sting FX7 Help sting FX7 Help sting FX7 Help sting FX7 [Something we can’t understand] ID1.2 Sorry, I didn’t catch that. Remember to speak nice and clearly. Would you like a game or a story? [Something we can’t understand] Random Silly me. I still don’t understand. Let’s play a game. ID1.3 Silly me. I still don’t understand. Let’s hear a story. ID1.4
  11. 11. 15
  12. 12. 16 We’re not in Kansas anymore“ ”
  13. 13. 17 Source: MGM/Loew’s Inc
  14. 14. 18 Source: MGM/Loew’s Inc
  15. 15. 19 SPOILER ALERT
  16. 16. 20 Pay no attention to that man behind the curtain“ ”
  17. 17. Source: MGM/Loew’s Inc Wizard of Oz Testing
  18. 18. “Alexa open CBeebies” “Alexa put CBeebies on” “Alexa beebies"
  19. 19. Source: Amazon
  20. 20. Wizard of Oz Testing ☑ Understanding the design ☑ What users will say ☑ What users will do
  21. 21. 26 Will kids be able to use this?
  22. 22. Late Stage Usability Testing
  23. 23. 28 “New Song”
  24. 24. 29 “A Birdy!”“A Dinosaur?”
  25. 25. Wizard of Oz Testing ☑ Understanding the design ☑ What users will say ☑ What users will do Late stage Usability Testing ☑ Misheard utterances ☑ Timing issues ☑ Technical behaviour
  26. 26. Source: Amazon Contextual Research
  27. 27. 03/12/19
  28. 28. Usage Moments 4. Imaginative Play 3. Performing 1. Co-play 2. Getting Active 5. Winding Down
  29. 29. Discover a piece of content really like Don’t explore the skill as much Discover limitation in extent of content Fully explore the skill Behaviour over time
  30. 30. 35 Contextual Research ☑ Context of use ☑ Behaviour over time ☑ Longitudinal opinions Wizard of Oz Testing ☑ Understanding the design ☑ What users will say ☑ What users will do Late stage Usability Testing ☑ Misheard utterances ☑ Timing issues ☑ Technical behaviour
  31. 31. 36 Wizard of Oz Testing Late stage Usability Testing Contextual Research ☑ Context of use ☑ Behaviour over time ☑ Longitudinal opinions ☑ Understanding the design ☑ What users will say ☑ What users will do ☑ Misheard utterances ☑ Timing issues ☑ Technical behaviour
  32. 32. It’s a bit awkward 😬
  33. 33. Give them distractions Do contextual research Leave the room
  34. 34. It often goes wrong 🙄
  35. 35. Separate design and tech Include the unhappy path Reassure the participant
  36. 36. It’s cool 😎
  37. 37. People think it’s cool 😎
  38. 38. Focus on who and when Compare to other methods Observe use over time
  39. 39. It’s awkward It often goes wrong People think it’s cool 😎🙄😬
  40. 40. Design Principles https://www.bbc.co.uk/gel/ guidelines/how-to-design- a-voice-experience
  41. 41. 46 1. Ask questions that have distinctive, easy to say answers
  42. 42. Andy Justin Andy’s dance adventure game Justin’s hide and seek house
  43. 43. 48 2. Provide no more than three options
  44. 44. Who do you want to play with, Andy, Justin, Go Jetters, Waffle or Duggee? Who do you want to play with, Andy or Justin?
  45. 45. 50 3. If you're asking a question, listen for an answer
  46. 46. Who do you want to play with, Andy or Justin? Let’s find out who’s here to play “Andy” “Justin” Who do you want to play with?
  47. 47. Week 1 Week 2 Week 3 Week 4 Week 5
  48. 48. 1. Users felt there wasn't enough content 2. Users think there are only two options
  49. 49. Don’t bore us get to the chorus
  50. 50. How might we increase the breadth of content discovered and consumed by our audience?
  51. 51. There are 5 games to play How about "Justin" or “Andy" Choose one or ask for more Let’s find out who’s here to play “Justin” “Andy” Who do you want to play with?
  52. 52. 60s 70s 00s Present >_
  53. 53. 1-Year-Old Plays With Magazine Like It's an iPad Mail Online 2011
  54. 54. “1-Year-Old Plays With Magazine Like It's an iPad” Mail Online 2011 Alexa play baby shark
  55. 55. Google Home Radio Baby Monitor
  56. 56. Google Home Radio Baby Monitor Drainpipe
  57. 57. Two-year-old girl keeps asking to play Baby Shark Mail Online 2018
  58. 58. @char1ottedavies
  • salvatorelarosa

    Dec. 4, 2019

With 50% of searches expected to be done using voice in 2020, the BBC has been experimenting in the Voice space for a while. If pauses are the new pixels, what does this mean for the UX process? How do you test a conversation? Charlotte will be sharing what she has learnt from doing research on this platform, including what methods you can use and what challenges you might face.

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