Conversations with Things: UX Design for Chat and Voice
- Length: 320 pages
- Edition: 1
- Language: English
- Publisher: Rosenfeld Media
- Publication Date: 2021-04-20
- ISBN-10: 1933820268
- ISBN-13: 9781933820262
- Sales Rank: #323393 (See Top 100 Books)
Welcome to the future, where you can talk with the digital things around you: voice assistants, chatbots, and more. But these interactions can be unhelpful and frustrating―sometimes even offensive or biased. Conversations with Things teaches you how to design conversations that are useful, ethical, and human–centered—because everyone deserves to be understood, especially you.
Title Page Copyright Page Dedication Page How to Use This Book Frequently Asked Questions CONTENTS Foreword Introduction CHAPTER 1 Why Conversation Design? Conversation Designers to the Rescue The Last Word CHAPTER 2 Talking Like a Person Human Speech Chain Mechanical Speech Chain Turn-Taking Repair Accommodation Culture and Language Culture and Politeness Languages Evolve The Last Word CHAPTER 3 Crafting Trustworthy Personalities How a Personality Manifests The Wrong Foundation for Personality The Right Foundation for Personality Avoid Racist Stereotypes To Gender or Not? To Avatar or Not? Consistency Versus Customization The Last Word CHAPTER 4 Designing Prompts The Weight of Words Anatomy of a Prompt Crafting the Right Cue for the Job Confirmation Types Cognitive Load: Don’t Make Me Think Training People to “Talk Right”: Don’t Small Talk Prompts to Discourage Sexual Harassment The Last Word CHAPTER 5 Defining User Intent Anatomy of What Users Say Feeding the Algorithm Building a Set of Intents How Specific Should an Intent Be? Utilizing Slots and Slot Values Iteration: A Necessary Step The Last Word CHAPTER 6 Documenting Conversational Pathways Start with Sample Scripting Using Flows to Map Pathways How Prompts Impact the Flow How Logic Impacts the Flow How Slots Impact the Flow Designing Flexibility Basic Navigation Advanced “Conversational” Navigation Repair Patterns Formalizing Flow Diagrams Designing with Components What Documentation Is Best? The Last Word CHAPTER 7 Building Context Context from “Memory” Emotional Context Context from Data Ethics and Data Privacy The Last Word CHAPTER 8 Complex Conversations Multimodal Interactions Multisession Multichannel Multiperson Conversations Multilingual The Last Word CHAPTER 9 Researching and Prototyping Discovery Planning Concepting Prototyping The Last Word CHAPTER 10 Launching the Conversation Building Post-Launch Optimizing The Last Word CHAPTER 11 Designing Inclusive Conversations Acknowledge Your Biases Question the Idea of an “Edge Case” Recruit Diverse Feedback Darkest Timeline Codesign The Last Word The Last, Last Word Index Acknowledgments About the Authors
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