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EXPLOIT TECHNICAL INNOVATION
Persona
ŸIdentify tasks
ŸModel the Dialog
ŸDerive prompts (natural, conversational, coaching) ŸInclude error recovery based on overall dialog structure
AT&T’s Approach To
Persona Design
Example: Obtaining a Phone Number
ŸSystem: Starting with the area code, please enter your phone number
ŸUser: 420-1194
ŸSystem: Great. Now, I just need the area code for that number
System does not even
acknowledge error.
Recognizes the error and
intelligently asks for the
information it needs.
More natural request.
People use the term
area code when asking
for complete phone
numbers