Ensure your interface provides a comparable experience for all so people can accomplish tasks in a way that suits their needs without undermining the quality
of the content.
Conversation transcripts
Provide a way to view the conversation in text
Via an app
Via a screen
2. Consider situation
People use your interface in different situations. Make sure your interface delivers a valuable experience to people regardless of their circumstances.
Explain what the user can do
Ask direct questions
Don't
User
Open Learn About Tequila"
App
"Opening Learn About Tequila
User
"Um...
Do
User
Open Learn About Tequila
App
"You can learn about Joven, Blanco, or Reposado tequila. Which one do you want?
User
"Reposado tequila please"
3. Be consistent
Use familiar conventions and apply them consistently.
Use common words and phrases
Avoid technical jargon
Don't
User
"Initiate Flight Status and report on flight ZZ1050"
App
"Flight ZZ1050 is delayed due to system fault X32-G. Reposted time of departure is 15.30 hours"
Do
User
"Ask Flight Status about my flight to Amsterdam"
App
"Your flight from Bristol to Amsterdam is delayed due to a mechanical fault. It will now depart at 3.30pm
4. Give control
Ensure people are in control. People should be able to access and interact with content in their preferred way.
Provide information in small chunks
Let the user decide what to do next
Don't
User
"Ask the Tea Shop about the most popular teas
App
Here are the most popular teas:
1. English Breakfast
2. Darjeeling
3. Assam
4. Earl Grey
Do
User
"Ask the Tea Shop about the most popular teas
App
"The most popular tea is English Breakfast. Would you like to hear more?
User
Yes please
App
2. Darjeeling
3. Assam...
5. Offer choice
Consider providing different ways for people to complete tasks, especially those that are complex or non standard.
Don't offer too many choices
Make choices simple
Don't
User
"Order a milkshake from the Burger Place"
App
"You can order chocolate, strawberry, vanilla, banana, or peanut butter.
For chocolate say 'chocolate', for strawberry say 'strawberry'...
Do
User
"Order a milkshake from the Burger Place"
App
Would you like chocolate, strawberry, or another flavour?
User
"Another flavour"
App
There is also vanilla or peanut butter. Which would you like?
User
Chocolate
6. Prioritise content
Help users focus on core tasks, features, and information by prioritising them within the content and layout.
Offer important options first
Help users prioritise
Don't
User
"Open my Recipe Book"
App:
You can add a recipe, delete a recipe, edit a recipe, find a recipe, or choose an ingredient. Which one do you want?
Do
User
"Open my Recipe Book"
App
"Do you want to find a recipe, or something else?"
7. Add value
Consider the value of features and how they improve the experience for different users.
Write for ear not eye
Keep it simple
Don't
User
"Ask Score Keeper for an update on the Bristol game"
App
"Bristol 35 - 20 Harlequins
Time remaining 00:30:30"
"
Do
User
"Ask Score Keeper for an update on the Bristol game"
App
"With 35 minutes to go, the score is Bristol 35, Harlequins 20"
Privacy
Can we make conversations with technology private?
Security
How do we secure our conversations with technology?
Identity
How do we identify ourselves in conversation with technology?
Trust
What happens if the speaking technology is too convincing?
Keep talking (with technology)
"For millions of years mankind lived just like the animals. Then something happened that unleashed the power of our imagination: we learned to talk."
