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Elements of Voice First Style: A Practical Guide to Voice User Interface Design [Pehme köide]

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  • Formaat: Paperback / softback, 150 pages, kõrgus x laius: 178x108 mm
  • Ilmumisaeg: 31-May-2022
  • Kirjastus: O'Reilly Media
  • ISBN-10: 1098119592
  • ISBN-13: 9781098119591
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Elements of Voice First Style: A Practical Guide to Voice User Interface DesignSuurem pilt
  • Formaat: Paperback / softback, 150 pages, kõrgus x laius: 178x108 mm
  • Ilmumisaeg: 31-May-2022
  • Kirjastus: O'Reilly Media
  • ISBN-10: 1098119592
  • ISBN-13: 9781098119591
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9781098119591.html
Märksõnad:

If you're a new or experienced designer of conversational voice-first experiences, this handy reference provides actionable answers to key aspects of eyes-busy, hands-busy, voice-only user interfaces. Designed as a companion to books about conversational voice design, this guide includes important details regarding eyes-free, hands-free, voice-only interfaces delivered by Amazon Echo, Google Nest, and a variety of in-car experiences.

Authors Ahmed Bouzid and Weiye Ma provide far-field voice best practices and recommendations in a manner similar to The Elements of Style, the popular American English writing style guide. Like that book, The Elements of Voice First Style provides direct, succinct explanations that focus on the essence of each topic. You'll find answers quickly without having to spend time searching through other sources.

With this guide, you'll be able to:

  • Craft just the right language to enable your voicebot to effectively communicate with humans
  • Create conversational voice interfaces that are robust enough to handle errors and failures
  • Design highly usable conversational voice interfaces by paying attention to small details that can make or break the experience
  • Build a design for a voice-only smart speaker that doesn't require customers to use their eyes or hands

Preface xvii
Introduction xxix
Chapter 1 Why Voice First
1(4)
Eyes-Free
1(1)
Hands-Free
2(1)
Ephemerality
2(1)
Wealth
2(1)
Passivity
3(1)
Minimal Effort
3(1)
Broadcasting
4(1)
Nonliteracy
4(1)
Chapter 2 When Voice First
5(6)
Environment
5(1)
Content
6(1)
User State
7(1)
Channels
8(1)
Some Scenarios
8(3)
Chapter 3 Why Voice First Automation
11(6)
Reduce Costs
11(1)
Handle Spikes
12(1)
Increase Customer Satisfaction
12(1)
Increase Agent Satisfaction
13(1)
Increase Revenue
14(1)
Enable Personalization
14(1)
Facilitate Task Completion
15(1)
Secure Privacy
15(1)
Increase Security
16(1)
Chapter 4 The Three Core Characteristics of the VUI
17(6)
Time Linearity
18(1)
Unidirectionality
19(1)
Invisibility
20(3)
Chapter 5 The Elements of Conversation
23(14)
The Ontology of Conversations
25(2)
The Conversational Actions
27(4)
The Conversational States
31(1)
The Internal Conversational Context
31(1)
Conversational Signaling
32(5)
Chapter 6 The Rules of Conversation
37(10)
The Cooperative Principle
40(2)
The Maxim of Quality
42(1)
The Maxim of Quantity
42(1)
The Maxim of Relevance
43(1)
The Maxim of Manner
44(3)
Chapter 7 The Basic Tenets
47(6)
The Voicebot Is Not a Human
47(1)
The Voicebot Should Be as Smart as the Data It Has---and No More!
48(2)
The Voicebot Should Be Consistent
50(1)
The Voicebot Should Be Transparent
50(1)
The Voicebot Should Behave Respectfully
51(2)
Chapter 8 The Extra-Conversational Context
53(10)
The State of the User
54(3)
The Physical Context
57(1)
The Social Context
58(1)
The Recent Context
59(1)
User Patterns
60(1)
User-Base Patterns
61(2)
Chapter 9 The UI Use Case Fit
63(6)
An Illustrative Use Case
65(1)
Basic Heuristics
66(3)
Chapter 10 The Elements of Starting
69(6)
Be Brief
69(1)
Use an Audio Icon
69(1)
Drop the "Welcome to ..."
70(1)
Never Ever Say, "Please Listen Carefully as Our Options Have Changed"
70(1)
Have the Voicebot Refer to Itself in the First Person
71(1)
Drop "You Can Interrupt Me at Any Time"
71(1)
Keep the Origination Context in Mind
71(1)
Remember the User's Preferences
72(1)
Anticipate User-Specific Requests
72(1)
Anticipate General User-Base Requests
73(2)
Chapter 11 The Elements of Prompting
75(8)
Prompt Types
75(1)
Writing Effective Prompts
76(7)
Chapter 12 Choices
83(6)
Present the Most Requested Items First
83(1)
Keep the Menu List to Three Items or Less
83(1)
Keep the Menu Depth to Three Levels or Less
84(1)
Avoid the Construction of "for/to X, Say X; for/to Y, Say Y; for/to Z, Say Z"
84(1)
Don't Use, "Please Select from the Following Options"
84(1)
Use the Same Part of Speech/Clausal Form When Listing Menu Options
85(1)
Let Users Ask, "What Are My Choices?"
85(1)
Let Users "Climb Back" the Menu
85(1)
Offer to Repeat the Menu Options After a 3-Second Pause
86(1)
Turn on Barge-In for Expert Users
86(1)
Include and Teach Shortcuts
87(2)
Chapter 13 Managing Failure
89(14)
Types of Failure
89(1)
Causes of Failure
90(2)
Best Practices
92(5)
Chapter 14 Help Strategies
97(1)
Tell the User That Help Is Available
97(1)
Detect When the User Needs Help
98(1)
Structure Your Help
98(1)
Return from Where You Left Off After Giving Help
99(1)
Be Concise and Specific with Your Help
100(1)
Use Context to Guide Your Explanations
100(1)
Illustrate Your Explanations with Examples
101(1)
Offer Help Only When It Is Needed
101(2)
Chapter 15 Verbal Dialogue Marking
103(8)
Acknowledge Receipt of Information
105(1)
Announce That the User Is About to Receive Some Information
106(1)
Mark Sequences
106(1)
Mark the Beginning and End of a Section
107(1)
Mark Failures
107(1)
Show Light at the End of the Tunnel
108(1)
Indicate Implicitly That the Voicebot Still Owns the Turn
108(1)
Tell the User Explicitly That They Are Being Placed on Hold
109(1)
Don't Repeat the Same Marker Twice in a Row
109(1)
Pay Attention to the Markers After a Failure Strategy
110(1)
Chapter 16 Nonverbal Dialogue Marking
111(6)
Types of Nonverbal Audio
111(2)
Opening the Dialogue
113(1)
Signaling That It's the User's Turn to Speak
113(1)
Signaling That the Voicebot Is Busy Doing Something and Is Holding the Turn
113(1)
Waiting for the User to Give an Answer
113(1)
After a No-Input
114(1)
Announcing a List of Choices
114(1)
Entering a New Section
114(1)
Marking Transition from One List Item to the Next
114(1)
Announcing Help
115(1)
Ending the Conversation
115(2)
Chapter 17 Language Design
117(8)
On "Naturalness"
117(1)
Key Terms
118(1)
Designing an Effective Language Model
119(1)
Clearly Define the Problems That Your Voicebot Can Help the User With
120(1)
Communicate Why the Voicebot Exists and What It Can Help the User Do Outside of the Voicebot
121(1)
Spend Time Building a Clean Ontology
121(1)
Do Not Design Your Language from the Armchair
122(1)
Go Explicit When Recovering from a Language Error
123(2)
Chapter 18 On Silence
125(8)
Prior to Listing Options
126(1)
Between Options in a Menu List
126(1)
Between Categories of Options
127(1)
When Interacting with Power Users
127(1)
After Echoing
128(1)
Before and After TTS Prompts
129(4)
Chapter 19 The Elements of Closing
133(6)
Allow the Users to Explicitly End the Dialogue
134(1)
Allow the User to Request a Human
134(1)
When the User Has to Wait, Provide a Waiting Time Estimate
134(1)
Provide the Option to Cancel a Transfer to a Human
135(1)
Keep the "While-You-Wait" Audio Relevant
135(1)
Understand the User's State of Mind When You Play the "While-You-Wait" Audio
135(1)
Never Say, "Your Call Is Important to Us"
136(1)
Don't Make the User Repeat to the Human Information They Provided to the Voicebot
136(1)
Make the Human Agent Aware That the Customer Was Interacting with the Voicebot
137(1)
Avoid Transferring Users from One Voicebot to Another
137(1)
Don't Play Phone Rings Unless You Are Transferring Directly to a Human
137(1)
Reassure Users of Success
137(1)
Don't Provide Any Crucial New Information
138(1)
Give the User a Quick Tip
138(1)
Offer to Reach Back
138(1)
Chapter 20 Voice First Notifications
139(8)
Fundamental Considerations
140(1)
Key Notification Attributes
140(2)
Key Form Factors
142(1)
Some Best Practices
143(2)
Some Scenarios
145(2)
Chapter 21 Laying Out the Foundations
147(8)
Bring Together All the Key Players
148(1)
Define the Business Goals
149(1)
Define User Needs and Intent
150(2)
Define the Voicebot's Voice Register
152(3)
Chapter 22 The Key to Successful Product Launches
155(8)
Write Everything Out in Full Sentences
157(1)
Your Press Release Needs to Be Crystal Clear
157(1)
Your Answers Are Given in One or Two Paragraphs at Most, and Not Much More
158(1)
Answer the Basic Questions First
158(1)
Describe Clearly the Research You Have Done
159(1)
Be Modest and Cautious in Your Claims and Statements
159(1)
Make Your Document Readable by Everyone
159(1)
List the Functional Requirements in Terms of What the User Can Do
160(1)
Describe the Intended Minimum Viable Product (MVP) in Detail
160(3)
Chapter 23 The Elements of Deployment
163(12)
Product Management
163(2)
Product Marketing
165(1)
UX Research
166(1)
UX Design
167(1)
Development
168(1)
Quality Engineering
169(3)
Program Management
172(3)
Chapter 24 Post-Launch Monitoring
175(8)
Sources of Information
176(1)
The Basic Questions
177(6)
Chapter 25 The Elements of Voice First Success
183(4)
Abandonment Rate
184(1)
Automation Rate
184(1)
Average Number of Failures per Session
184(1)
Average Number of Failures per Task
185(1)
Average Task Completion Time
185(1)
Containment Rate
185(1)
First-Use Resolution Rate
185(1)
Task Completion Rate
186(1)
Task Initiation Rate
186(1)
Time to Task
186(1)
Chapter 26 Coda
187(20)
A The 10 Sources of Voice First Failures!
193(2)
B Demonstrating Voice First
195(6)
C Useful Matrices
201(6)
A Voice First Glossary 207(12)
References 219(8)
Index 227