When building a conversational flow, it is best to start from a script of what you expect your users to say and what the system will say in return. This can be as basic as denoting User/System before each dialog in a Word Document:
- User: Hey, Voicebot - what time is it?
- System: It’s currently 11am.
This helps you track the kind of flow and functionality you need by starting from a real conversational place, which helps with a more-engaging conversation as well as potentially needing less revisions later on when you test with users and notice that the conversation doesn’t flow like a real one would. This is because it’s often easier to see the back-and-forth of the conversation in a script than it is inside a flow.
As an added bonus, you can keep your flows shorter and easier to manage if you contain your verbiage in a document separate from the flow itself, rather than housing the verbiage inside the shape of each prompt in the flow. A shorter flow allows you to see your whole conversation at a glance and allows for QA to more quickly and easily move through their work.
There’s much much more to say about writing the voice bot script and for that, our resources have plenty of information for designers and developers alike, from people who’ve been at this for a while and can offer tips and tricks on how to best design for conversational UIs.
If you’re looking to learn more about how to get into the VUI/VUX landscape as a designer, this episode of VUX World featuring Brian Bauman and Ilana Shalowitz talking about their transitions into the industry is particularly useful: My first 30 days as a VUI designer