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Do It Yourself Workshop: Designing Information-Collection Prompts August 19, 2013

Do It Yourself Workshop: Designing Information-Collection Prompts August 19, 2013. Mark Smolensky AT&T. Crispin Reedy Versay. Agenda. Questions-driven focus High level data collection state concepts More detail on the design guidelines website videsign.wikispaces.com, chapter 5

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Do It Yourself Workshop: Designing Information-Collection Prompts August 19, 2013

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  1. Do It Yourself Workshop: Designing Information-Collection Prompts August 19, 2013 Mark Smolensky AT&T Crispin Reedy Versay

  2. Agenda • Questions-driven focus • High level data collection state concepts • More detail on the design guidelines website • videsign.wikispaces.com, chapter 5 • Example exercises in groups

  3. Examples and Questions

  4. #1 Design Consideration? “IT DEPENDS”

  5. Types of Data to Collect Multiple Slots • Credit Cards • Dates (hybrid) • Amounts (hybrid) • Addresses • Emails • Names Single Slots • Phone Numbers • Account Numbers • Zip/Postal Codes • Other (PINs, SSN)

  6. Simple Collection - Example • “What’s your account number?” • “Your account number’s nine digits long, and you can find it on the back of your bill. Please say or enter it now. If you don’t have it, say ‘I don’t know.” • “You said 120912301. Is that right?” Location hint Touchtone fallback Escape Confirmation

  7. Additional Considerations • Is there an internal structure? • Offer wait state • Use checksum test before doing account lookup • Length of the input • Variable or fixed length • Inter-digit time-out • Delimiters • Terminator Keys

  8. Workshop #1 Large Group

  9. Complex Collection - Example • “Please say, or enter, your credit card number now. • You said… • “And the expiration date?” • You said.. • “Finally, I’ll need the three digit security code on the back of the card.” • You said… Touchtone fallback Confirmation Checksum / Type Depends on card type

  10. Additional Considerations • Dates • Collect only the parts of the date required • Amounts • ASR is better than DTMF for collection • Addresses • Require USPS database, special grammars collecting zip first.

  11. Alphanumeric • Project Tactics • Limit the grammar • Constraint List • N-Best + Back-End Data Validation • Confirmation • Letter Names

  12. Alphanumeric • Can you avoid it? • Phone number / SSN / Zip / DOB? • Set expectations • Not always easy! • Describe the problem • What tools do you have available? • Constraints / patterns? • Back-end data source available? • Can you run a proof of concept / experiment?

  13. Workshop #2 Small Group

  14. What is AVIxD About? • Bringing together previously informally-associated professionals into a more cohesive group that crosses borders between companies, providers, customers, academia, and disciplines • Discovering and defining together what it means to be voice interaction and experience designers • Sharing information: career knowledge, news, resources, and opportunities for professional growth • Eliminating apathy and antipathy toward the need for good design of automated voice services • Advocating for the general public who use our applications and products and for good design in general • Providing educational knowledge to companies and the public about automated voice services • Spurring and conducting valid and meaningful research into voice interaction and experience design techniques • Memberships are being accepted via the AVIxD website…http://www.avixd.org

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