Conversation Mapping
I distilled the common utterances and mapped conversations with Seth, our representative customer persona, across a few different situations.
It was important to create a simple and natural conversation model, so users only need to supply an artist's name.
We also relied on some training behaviors online and in-vehicle to familiarize users with the "Radio" suffix, following an artist's name within SiriusXM.
that some artists, such as Bruce Springsteen, Tom Petty, and LL Cool J had their own curated SiriusXM stations in addition to algorithmic Pandora Stations.
For these artists, customers were sent to the curated SiriusXM station for a white-glove experience.
I started by mapping out the basic interactions of the Pandora Skill, which included the ability to:
Once the customer tasks became clear, we recruited 6 participants for user interviews to help detect utterances and understand their expectations.
I distilled the common utterances and mapped conversations with Seth, our representative customer persona, across a few different situations.
After some rounds of review, we brushed up the language to meet the tone and emotions of our brand voice.
For clarity and alignment on the approach taken to implement the VUX, I organized this document for the PMs and Engineers.
We measured the designed solution by:
