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Home > The Future is Spoken > Empathy and Inclusion in Voice Design


	Podcast:		The Future is Spoken
	Episode:		Empathy and Inclusion in Voice Design
	Category:		Technology
	Duration:		00:54:13
	Publish Date:		2021-02-15 01:00:00
	Description:		The Future is Spoken presents Maaike Coppens as this week's guest. Maaike is an international Conversation Design Expert, speaker and co-author of the Voice UX Workbook. With a successful background in linguistics and UX design, Maaike found conversational design the perfect blend. Over the last couple of years, Maaike has worked with award-winning agencies, large enterprises, and innovative companies worldwide. Eager to be part of a team with an opinionated take on Conversation Design, Maaike recently joined Greenshoot Labs - a chatbot and applied AI agency in the UK - as their Head of Conversational UX. Tune in Now! Conversation Highlights: [02:54] The journey to Conversational UX…. ● Maaike explains that we are constantly flipping the coin in the wrong way when designing experiences. ● She had an academic path in linguistics. She then got deeper into UX. When conversational designing became more widespread, it was an ideal mix for her. [05:35] Linguistics as a career? ● Maaike shares her perspective on choosing Linguistics as a career. ● It's great to see how conversation design has helped her think differently about human to human Conversations. [08:44] The most important traits that a conversational Al must-have. ● Maaike explains that being flexible and being inclusive are essential traits. She also feels that relatability is also a necessary aspect for conversational Al or voice assistant. ● Accessibility and inclusivity are related, but they are not mutually exclusive. [21:34] Enabling the disabled with Voice.... ● She elaborates that when you are designing Voice assistants, empathy is critical. It is necessary to get those insights and research before doing any empathy exercises. ● Empathy becomes very important when backed up by user research. ● She still sees loads of difficulties around language proficiency. She says that instead of finding the next big thing, we should perfect the ones available. [35:05] Reality of Voice Assistants ● She feels that if you adapt your human behaviour to technology, it is a sign that the technology is already broken. ● The industry is more reactive than being proactive in designing an inclusive solution. When amazon launched smart speakers, they never thought about disabled people. [42:30] How can we design an inclusive solution? ● Maaike divulges what the designers can do to design an inclusive solution. She further instructs to get out of the bubble. ● She speaks that listening is the one vital skill that you need to have as a conversational designer. [47:02] No Al without IA(Information Architecture) ● Maaike elaborates that Information Architecture is a significant part of conversational designing. It is about mapping the information available to you. ● Why do we forget the basics of UX? ● With the Information Architecture, researching and bringing in some of the UX processes into conversational designing can significantly change the experience. [54:50] Must Listen ● Maaike's piece of advice for someone trying to get into the world of Voice. Learn more about Maaike at ● LinkedIn ● Twitter ● GreenShoot Labs If you enjoyed this episode of The Future is Spoken Podcast, then make sure to subscribe to our podcast. Follow Shyamala Prayaga at @sprayaga
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