“This is not what we wanted”: Talking with and around voice agents
|Design is increasingly said to be about constructing ‘conversations’ with end users. I present an in-depth look at research on everyday conversation that helps us better understand the deeply organised nature of talk, and how this can inform the design of speech systems. This work is grounded in actual instances of voice interface use captured from domestic environments. Examining these in detail reveals how analysing users’ actual interactions with devices like the Amazon Echo can help equip designers and user researchers with the right conceptual apparatus to tackle ‘conversational interfaces’.