Conversational UX Design CHI 2017 Workshop - Agenda

Conversational UX Design Workshop
Hosts: Bob Moore, Raphael Arar, Peggy Szymanski & Guang-Jie Ren


8:30-9:00      Welcome
9:00-10:00     Introduction (Moore, Arar)
10:00-10:30    Discussion #1 (Moderators: Szymanski, Rodríguez)
10:30-11:00    Discussion #2 (Moderators: Kocielnik, Balata)
11:00-11:30    Coffee Break
11:30-12:00    Discussion #3 (Moderators: Li, Candello)
12:00-12:30    Discussion #4 (Moderators: Trinh, Saund, Wiggins)
12:30-1:00     Preview of Build Session (Moore)
1:00-2:30      Lunch at Bubu
2:30-4:00      Build Session (Break-out groups of 3-5)
(3:00-4:00     Coffee available)
4:00-5:00      Report Back and Wrap Up
6:30-          Dinner at Otra Vez Cantina

Discussion Topics & Moderators

Instructions for moderators:
a) Facilitate discussion of the topic
b) Draw on experience from your position papers
c) Pose additional, related design questions

Discussion #1: Design of natural human conversation – How are naturally occurring human conversations structured? How do speakers design particular turns-at-talk? What are the fundamental structures of human conversation and social action? (Moderators: Szymanski, Moore, Rodríguez)

Discussion #2: Design and creation of conversational interfaces – How do you design and build conversation flows? How do the main parts of a conversation flow (e.g., intents/actions, entities, conditions, context variables, system responses, etc.) work? What makes this hard? (Moderators: Kocielnik, Balata)

Discussion #3: Unknown User Actions - How should the system respond when it doesn't recognize what the user just did? How should the system handle unsupported or out-of-scope user actions? What are some tricks for failing gracefully? (Moderators: Li, Candello)

Discussion #4: Voice or Text? – When should you use voice vs. text? What are the trade-offs in using each? What are the technical challenges with automatic speech recognition, and how can they be addressed? (Moderators: Trinh, Saund, Wiggins)

Build Session Instructions

1) Break out into groups of 3-5.

2) Design a conversation flow for small talk. "Small talk" is relatively unimportant talk about mundane or personal topics. (We chose this because it does not require any specialized knowledge or backend APIs.)

3) Design or build the conversation to the extent you feel comfortable, for example, a) mockup, b) design, c) build:

     3a) Mockup your conversation by writing a transcript of the desired user experience (minimum requirement).
     3b) Design the logic of your conversation flow. Define the conditions for each of the responses or groups of responses, e.g., combinations of natural language classes, keywords and context variables. Outline the flow from user input to conditions to variable setting to system response.
     3c) Build your conversation flow using your favorite conversation platform. If you do not have one, consider using the IBM Watson Conversation service. It's free.

4) In your small talk conversation, try to handle as many of the following phenomena as you can:

     4a) Pronouns/anaphora
     4b) Unknown user actions
     4c) User misunderstanding/frustration
     4d) Agent personality, emotion, humor
     4e) Other fancy tricks?