DESIGN RESEARCH AND EXPLORATION
As we move toward hands-free, screen-free interactions, VUI is becoming a critical UX skill. Voice isn't just a medium — it's an experience that must be thoughtfully designed.
VISION:
Create a fluid voice interaction model.
Keep the assistant context-aware, empathetic, and action-oriented.
Demonstrate how VUI can scale to different use cases (ticket booking, banking, mental health, etc.).
DESIGN THINKING PROCESS:
Scenario Selection:
A realistic, relatable task buying a transit ticket to test the core principles of voice design:
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Query recognition
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Branching dialogue
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Escalation & fallback
Voice Persona Design :
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Assistant name: "Berliner" (local + friendly)
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Tone: Empathetic, informal, slightly cheeky
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Included natural pauses, filler phrases (“okay... got it”), and even emotional responses (“Don’t worry, I’ll get Elsa to help you!”)
Flow Mapping:
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Initial greeting
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Intent detection
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Clarifying questions
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CTA to buy
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Escalation to human help
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Feedback loo
PROTOTYPE HIGHLIGHT:
"Hey I’m Berliner, how can I help you? The 49-Euro ticket is now live! Want to buy it?"
"Yes."
"Cool! Click the link below and after the payment, you’ll get your e-ticket. Need help? I can connect you to Elsa, our executive!"
📞 Phone rings...
That’s how the video closes.
THE PROBLEM:
Berlin launched the 49-Euro ticket to simplify travel, but many users (especially newcomers and older adults) faced challenges navigating digital platforms to buy or understand the offer.
Challenges Identified:
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Confusing navigation through transit websites/apps.
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Difficulty in understanding eligibility, payment, and usage details.
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Need for a more human-centered, voice-first solution.
GOAL (FOR THIS PROTOTYPE):
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Offers clear, conversational guidance about the 49-Euro ticket.
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Assists in purchasing the ticket securely.
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Escalates issues to human support via call when needed.
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Embeds empathy, personality, and localization.
USER TESTING AND FEEDBACK:
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Users found the tone "super friendly" and "easy to follow."
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Some suggested adding multi-language support (esp. Turkish & Arabic).
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Idea emerged to integrate it directly into BVG’s official app.
NEXT STEP:
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Add smart error handling (e.g., mispronunciations or background noise).
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Explore integration with Google Assistant / Alexa.
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Multilingual support for Berlin’s diverse audience.
FINAL THOUGHTS:
Designing for voice means designing for real life — with all its pauses, emotions, and messiness.
"Hey I’m Berliner" is a humble step toward making tech more human.