Voice User Interface for GoogleMaps

Methodology

This research project was conducted in 4 segments:

1. Testing a sound/voice-based alarm/notification
2. Testing different screen-based feedback for voice inputs
3. Testing different mental models
4. Testing overall dialogue flow and visual feedback

These 4 separate tests were devised to methodically research different aspects that voice user interface design needs to consider. Each test was performed using a working live prototype on Protopie that reacted directly to voice input.

Tests 1, 2 and 3 utilized A-B testing and numeric scoring to evaluate effective design choices. Each test used a specific task flow to test variables.

The final 4th test on overall dialogue flow utilized qualitative feedback and numeric scoring to evaluate effectiveness. 3 different task flows were tested for potential friction points, comprehension, and overall ease of use.

‍

Evaluation

Test 1 + 2 tested notifications and feedback using Situation Awareness Evaluation on 3 levels:

1. Perception (How well the user's attention is attained)
2. Comprehension (How quickly the user understands the prompt/notification)
3. Projection (How well the user can predict what should happen next)

Test 3 tested user's mental models and evaluated user projection under an emergency navigation change:

1. Switch to a different route? Yes or No (Ignore is stay on current path)
2. Automatically switching to a different route in 5 secs. Cancel. (Ignore is to choose new path)

Test 4 collected qualitative feedback on the ease of use of 3 dialogue flows:

1. Placing an order for pick up or delivery home from Mendocino Farms.
2. Making a restaurant reservation, routing to multiple locations, and sharing your ETA to multiple parties.
3. Picking up a curbside order from Ralph’s Grocery Store, routing to multiple locations, and sharing ETA to multiple parties.

‍

Guiding Questions - How Might We...

- prototype personalized food recommendations with VUI based on individual user preferences, previous orders, and dietary restrictions?
- minimize distractions and ensure safe VUI operation experiences?
- design VUI to answer multiple requests effectively in one command rather than separate conversation interactions?
- structure a conversation that inspires trust in a VUI to execute commands perfectly?
- integrate food ordering with in-car navigation and driving through VUI?
- influence user trust, especially in terms of order accuracy, timely delivery, and payment security?

‍

‍

Overall Conclusion:

- Clear verbal affirmation and reiteration is needed for lengthy orders, commands or reservations.

- Visual feedback can be kept simple and minimal, as long as the auditory feedback is sufficient in notifying the user if the VUI is listening, what the VUI has heard, and whether a command has successfully been executed.

- The visual feedback should serve to support the voice as a reassurance, and not distract the user’s eyes away from the road.

- The VUI should never assume the user’s intentions. Whether in an emergency alert situation or a food ordering situation, the VUI should provide the user options rather than an automated decision so that the user still feels in control and can build trust.

This is Giga, the persona for our Voice User Interface. We wanted to create a VUI bot that was reliable and calm, especially for the use case within a car as a driver or passenger. Giga’s personality is more on the warm side, however he maintains a more formal tone when speaking. Emotionally we have designed him to be more neutral as well so that he remains calm in a stressful environment like driving. Visually we designed Giga with several different faces. The largest you see is the default face, with four other variations below dependent on the situation.