HAI-Lecture17
Discoverability
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Response Design
HAI Lecture 17
School of Computer Science
This lecture
• Advanced topics Voice Interaction
• Initiating Interaction
• Discoverability
• Examining responses
• Response design
INTERACTING with VUIs
(human) input
(VUI) output
How do you know what ‘it’
What do you need to do
to invoke it?
How can this be shaped to enable
’good’ next turns?
What if this doesn’t meet the human’s
Think, Discuss, Share – 3 mins
(human) input
(VUI) output
How do you know what ‘it’
What do you need to do
to invoke it?
How can this be shaped to enable
’good’ next turns?
What if this doesn’t meet the human’s
What would / could you do
in your design to help the user
know what they can say to the
INTERACTING with VUIs: in this lecture
(human) input
(VUI) output
How do you know what ‘it’
What do you need to do
to invoke it?
How can this be shaped to enable
’good’ next turns?
What if this doesn’t meet the human’s
Initiating interaction
Designing the response
Initiating
interaction
How do you know what to do?
• Assumption: people can “walk up” to your VUI and start ‘interacting’
• Problem: knowing what do do
• Design goals:
• intuitive (doesn’t need a manual)
• discoverable
• How do you do that?
(2013: 145)
Affordances refer to the potential
actions that are possible, but these are
easily discoverable only if they are
perceivable
5.5” x 8.25”
The DESIGN
of EVERYDAY
R E V I S E D & E X PA N D E D E D I T I O N
Cover design by
Cover image: “Co! ee Pot for Masochists”
© 2013 Artists Rights Society (ARS), / ADAGP, Paris
BUSINESS / PSYCHOLOGY
A Member of the Perseus Books Group
www.basickbooks.com
ISBN 978-0-465-05065-9
9 7 8 0 4 6 5 0 5 0 6 5 9
$17.99 US / $21.00 CAN
ven the smartest among us can feel inept as we try to fi gure out the shower control in a hotel or
attempt to navigate an unfamiliar television set or stove. When The Design of Everyday Things
was published in 1988, cognitive scientist provocatively proposed that the fault
lies not in ourselves but in design that ignores the needs and psychology of people. Alas, bad design
is everywhere, but fortunately, it isn’t di” cult to design things that are understandable, usable, and
enjoyable. Thoughtfully revised to keep the timeless principles of psychology up to date with ever-
changing new technologies, The Design of Everyday Things is a powerful appeal for good design, and
a reminder of how—and why—some products satisfy while others only disappoint.
“Part operating manual for designers and part manifesto on the power of designing for people,
The Design of Everyday Things is even more relevant today than it was when fi rst published.”
—TIM BROWN, CEO, IDEO, and author of Change by Design
DON NORMAN is a co-founder of the Group, and holds graduate degrees
in both engineering and psychology. His many books include Emotional Design, The Design of Future
Things, and Living with Complexity. He lives in Silicon Valley, California.
WWW.JND.ORG
“Design may be our top competitive edge. This book is a joy—fun and of the utmost importance.”
—TOM PETERS, author of In Search of Excellence
“This book changed the fi eld of design. As the pace of technological change accelerates, the
principles in this book are increasingly important. The new examples and ideas
about design and product development make it essential reading.”
—PATR ICK W H ITNEY, Dean, Institute of Design, and Steelcase/ . of Design, Illinois Institute of Technology
“Norman enlightened me when I was a student of psychology decades ago and he
continues to inspire me as a professor of design. The cumulated insights and wisdom of the cross-
disciplinary genius are a must for designers and a joy for
those who are interested in artifacts and people.”
—CEES DE BONT, Dean, School of Design, and Chair Professor of
Industrial Design, The Hong Kong Polytechnic University
Discoverability: GUI vs VUI
Need to recall how to operate vs. affording recognition of operations
• Cognitive Psychology has shown humans are better at recognition than recall
• One of Nielsen’s usability heuristics is: “Recognition rather than recall. Minimize the user’s
memory load by making elements, actions, and options visible.” https://www.nngroup.com/articles/ten-usability-heuristics/ 9
Recall vs. recognition
The discoverability challenge
, , and . Fischer. 2020.
What Can I Say? Effects of Discoverability in VUIs on Task Performance and
User Experience.
In 2nd Conference on Conversational User Interfaces (CUI’20).
https://dl.acm.org/doi/10.1145/3405755.3406119
• Difficulty for users to find and
execute available functions
in a user interface
• The invisibility and
ephemerality of speech
exacerbate this challenge with
voice interfaces
• We ran a Wizard of Oz study
to measure the effects of two
discoverability strategies
https://dl.acm.org/doi/10.1145/3405755.3406119
Order two different dishes from a local
takeaway restaurant using the VUITA
Choose a cuisine
Choose a restaurant Choose dietary options Choose a dish
Added to basket
Automatic help1 Requested help2 Baseline/no help3
Discoverability support
Explicit prompts (Automatic help) Explicit requests (Requested help)
Automatically providing the options
VUI: What would you like to eat?
Please choose one cuisine.
You can say Italian,
American or Japanese.
User: Can I get Italian then please?
Letting the user ask for help
VUI: What would you like to eat?
User: What can I say?
VUI: Please choose one cuisine.
You can say Italian, American
or Japanese.
Time per task Turns per task
System Usability
Perceived usabilityMeasures of performance
Errors per task
+ a feedback session
Some takeaways
• Automatic strategy was significantly better than the baseline in all measures
• Performance in the requested strategy varied
• Turns per task was the only metric for which we found
a significant difference between the two strategies
• We discuss ideas of varying the discoverability
strategy based on the user’s experience over time
• e.g. adopt explicit prompts for new devices, new
voices, or periodically to encourage experimentation
• Ease off to explicit requests after initial use
, , and . Fischer. 2020.
What Can I Say? Effects of Discoverability in VUIs on Task Performance and User Experience.
In 2nd Conference on Conversational User Interfaces (CUI’20).
https://dl.acm.org/doi/10.1145/3405755.3406119
https://dl.acm.org/doi/10.1145/3405755.3406119
INTERACTING with VUIs
(human) input
(VUI) output
How do you know what ‘it’
How can this be shaped to enable
’good’ next turns?
What if this doesn’t meet the human’s
Initiating interaction
Designing the response
Discoverability
Think, Discuss, Share – 3 mins
(human) input
(VUI) output
How do you know what ‘it’
How can this be shaped to enable
’good’ next turns?
What if this doesn’t meet the human’s
Initiating interaction
Designing the response
Discoverability
What would / could you do
in your response design to
help the user move to
successful completion?
Designing the
, . Fischer, , and . 2018. Voice Interfaces in Everyday Life.
In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems (CHI ’18).
https://doi.org/10.1145/3173574.3174214
https://doi.org/10.1145/3173574.3174214
– Martin gave an
Amazon Echo to
five households
– Month-long
deployments
– Martin built a
Conditional Voice
Recorder (CVR)
– (open source,
available for use!)
– Records 1min
before and 1min
after it hears the
Emma: can you ask for a normal quiz?
Susan: Alexa (0.7) set us a family quiz
Alexa: sorry (.) I can’t find the answer to the question I heard
Emma: ALech-sa (1.0) set (0.5) a family quiz
Alexa: sorry (.) I don’t have the answer to that question
Susan: well
Liam: Alexa (0.9) [ PLease set (0.4) a family quiz ]
[((laughter)) ]
Alexa: I wasn’t able to understand [ the question I heard ]
Emma: [ ((laughs)) ]
Liam: ((makes high pitch noise))
Carl: Alechsa! (0.8) family quiz
Emma: can you ask for a normal quiz?
Susan: Alexa (0.7) set us a family quiz
Alexa: sorry (.) I can’t find the answer to the question I heard
Emma: ALech-sa (1.0) set (0.5) a family quiz
Alexa: sorry (.) I don’t have the answer to that question
Susan: well
Liam: Alexa (0.9) [ PLease set (0.4) a family quiz ]
[((laughter)) ]
Alexa: I wasn’t able to understand [ the question I heard ]
Emma: [ ((laughs)) ]
Liam: ((makes high pitch noise))
Carl: Alechsa! (0.8) family quiz
responses are treated as resources
Alexa, set us a family quiz
Sorry (.) I can’t find the answer to the question I heard
Mmh. That wasn’t even a question. Not sure what to do next?
failure rate
Emma: Alexa (.) [(1.0) play beat the intro
Carl: [is it called beat the intro?
Alexa: you want to hear a station for b b intro [(0.5) right?
Emma: [ no
Emma: no (.) I don’t Alexa (0.5) no!
Alexa: alright
FRAGMENT 3
Emma: Alexa (.) [(1.0) play beat the intro
Carl: [is it called beat the intro?
Alexa: you want to hear a station for b b intro [(0.5) right?
Emma: [ no
Emma: no (.) I don’t Alexa (0.5) no!
Alexa: alright
embed useful resources in the response
think about next moves, progressivity
You want to hear a station for b b intro right?
no (.) I don’t Alexa no!
Response design
• Recovery, repair, and progressivity
• Help the user recover from errors (say what went wrong)
• Help the user ‘repair’ a request (say what the system
doesn’t ‘understand’)
• Help the user move on to ‘get things done’ (offer options)
, . Fischer, , and . 2018. Voice Interfaces in Everyday Life.
In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems (CHI ’18).
https://doi.org/10.1145/3173574.3174214
https://doi.org/10.1145/3173574.3174214
Response design
• ‘Good’ confirmations (cf. Pearl)
• Make available what the system ‘understood’
(“I think you said…”)
• Avoid over-confirmation
• Can take into account system ’confidence’
Voice User
Interfaces
PRINCIPLES OF CONVERSATIONAL EXPERIENCES
INTERACTING with VUIs
(human) input
(VUI) output
How do you know what ‘it’
Discoverability
How can this be shaped to enable
’good’ next turns?
Initiating interaction
Designing the response
Recovery & Repair
Progressivity
Confirmations
References
• , , and . Fischer. 2020. What Can I Say? Effects of
Discoverability in VUIs on Task Performance and User Experience. In 2nd Conference on
Conversational User Interfaces (CUI’20). https://dl.acm.org/doi/10.1145/3405755.3406119
• . Fischer, , , and Sikveland. 2019. Progressivity
for voice interface design. In Proceedings of the 1st International Conference on Conversational
User Interfaces (CUI ’19). https://doi.org/10.1145/3342775.3342788
• , . Fischer, , and . 2018. Voice Interfaces in
Everyday Life. In Proceedings of the 2018 CHI Conference on Human Factors in Computing
Systems (CHI ’18). https://doi.org/10.1145/3173574.3174214
• Norman, Don. The design of everyday things: Revised and expanded edition. Basic books, 2013
• Pearl, Cathy. Designing voice user interfaces: principles of conversational experiences. ” O’ , Inc.”, 2016.
• Voiceflow.com – voice apps prototyping tool.
https://dl.acm.org/doi/10.1145/3405755.3406119
https://doi.org/10.1145/3342775.3342788
https://doi.org/10.1145/3173574.3174214
Initiating interaction Response Design
– Discoverability – Recovery, Repair, Progressivity, Confirmation
cs.nott.ac.uk/~jef @joelefischer
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