In order to build a great voice experience, you first need to design a rich voice interaction. Designing for the voice isn’t the same as designing for the web or mobile. There are subtle but potent differences you’ll want to consider.
The first step to voice design entails establishing your skill's purpose. Start with what your customers want to accomplish, and determine the capabilities of your skill and the benefits of using it. Then, identify stories that describe what people need to and can do. Later, use scripts and flows to identify details and variations for the interactions.
Conversational UI consists of turns starting with a person saying something, followed by Alexa responding. This is a new form of interaction for many people, so make sure that you’re aware of the ways in which users participate in the conversation so that you can design for it. A great voice experience allows for the many ways people might express meaning and intent.
There are a number of best practices to consider when designing Alexa's responses to customers. For example, a response should be brief enough to say in one breath. Alexa should also prompt users when needed and provide conversation markers like "first," "then," and "finally." And Alexa should have responses for the unexpected—for example, when Alexa does not hear or understand the user.
Once you’ve designed your voice interaction, make sure your design is sound before you start building. Refer to our design checklist to ensure your interaction feels natural, delivers value, and works as you imagined when put to the test.