The role of UX Design in AI Tom Woodel UX Lead, Saberr @womtoodle Saberr
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The role of UX Design in AITom WoodelUX Lead, Saberr @womtoodle
Saberr
Agenda
What we'll cover:
Problems with AIHow do we fix this?What is Saberr?How we design for AIWhat we've found so far
Saberr @womtoodle
Q&A
Problems with AI
Saberr @womtoodle
History repeats itself
History repeats itself
Saberr @womtoodle
What was the problem?
Saberr @womtoodle
Experts design for experts
Microsoft's AI: TayTweets
Saberr @womtoodle
Microsoft's AI: TayTweets
Saberr @womtoodle
The aim was to, “experiment and conduct research on conversational understanding”.
Tay would learn from conversations she had with people on twitter and so become “smarter”.
Tay the Tormentor
Saberr @womtoodle
Tay the Tormentor
Saberr @womtoodle
Chatbots
Saberr @womtoodle
"You have high expectations. First they disappoint you, then they break."
Alistair Shepherd, Founder of Saberr
How do we fix this?
Saberr @womtoodle
UX Design to the rescue!
How do we fix this?
Saberr @womtoodle
Designers need to be included much earlier in the design processDon't just design with Data, start with qualitative researchHave a clear idea of tone of voiceHave a clear idea of level of interaction
What is Saberr?
Saberr @womtoodle
Work well together
What is Saberr?
Saberr @womtoodle
Base
What is Saberr?
Saberr @womtoodle
BaseCoachBot
The problem
Saberr @womtoodle
Large diagnostic surveys for both Base and CoachBotCurrent products rely heavily on Saberr team's facilitationTakes a lot to try out new features, a lot had to be written in code to test.
How to design for AI
Saberr @womtoodle
Prototyping CoachBot
Otherwise known as...
Saberr @womtoodle
Faking a bot
Faking a bot
Saberr @womtoodle
CoachBot Slack Setup
Saberr @womtoodle
"Heavily supervised Bot"Mid size company
3 teams, to match our proto personasOne channel for each team with CoachBot (Multi channel guest) added to each channelSaberr Buddy added as a multi channel guest
Bot Brain
Saberr @womtoodle
Bot Brain
Saberr @womtoodle
Base
CoachBot
Contextual
Toolkits
Exercises
Games
Challenges
Stage 1Questions Stage 2 Stage 3 Responses
Benefits of prototyping AI
Saberr @womtoodle
Responsive to needs of usersQuickly test new ideasNot data driven, its qualitative.Saberr Buddy allows for on the fly interviews
CoachBot Drip Feed
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What we've found so far
Tone of Voice
Saberr @womtoodle
Avoid too much personality, especially to begin withSet expectations earlyFunctional and ContextualPrimers for why we are asking specific questions
Level of Interaction
Saberr @womtoodle
Offer the user the choice of interactionMake the interactions contextual not generic for more buy inLearn when the users preferred interactingSet expectations
Escalation Protocol
Saberr @womtoodle
What happens when something goes wrong?Have a way users can escape from error trapsHaving a buddy works for testing, interviews, and escalation
Q&A
Tom WoodelUX Lead, Saberr @womtoodle
Saberr The role of UX Design in AI
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