Update

conversation-design/docs/what-is-conversation-design.md

@@ -1,11 +1,11 @@
-# What is conversation design?
+## What is conversation design?
 
 Conversation design is a design language based on human conversation (similar to
-how material design is a design language based on pen and paper). The more an
-interface leverages human conversation, the less users have to be taught how to
-use it. It’s a synthesis of several design disciplines, including voice user
-interface design, interaction design, visual design, motion design, audio
-design, and UX writing.
+how [material design](https://material.io/guidelines/) is a design language
+based on pen and paper). The more an interface leverages human conversation, the
+less users have to be taught how to use it. It’s a synthesis of several design
+disciplines, including voice user interface design, interaction design, visual
+design, motion design, audio design, and UX writing.
 
 The role of a conversation designer is like that of an architect, mapping out
 what users can do in a space, while considering both the user’s needs and the
@@ -14,12 +14,13 @@ its underlying logic in a detailed design specification that represents the
 complete user experience. They partner with stakeholders and developers to
 iterate on the designs and bring the experience to life.
 
-What isn't conversation design?
+## What isn't conversation design?
 
 If you already have a working graphical user interface (GUI), it can be tempting
 to simply add voice input and text-to-speech (TTS) output to turn it into a
 conversation design. It’s a common misconception to assume that "conversation"
-refers only to what is spoken or heard—Conversation is inherently multimodal.
+refers only to what is spoken or heard — **Conversation is inherently
+multimodal.**
 
 At its core, conversation design is about the flow of the conversation and its
 underlying logic. Therefore, one needs to start from the bottom up when
@@ -30,17 +31,17 @@ interface.
 Conversation shouldn’t be an afterthought; instead, it’s the roadmap of what’s
 possible and how users get there.
 
-
-Ido Green, Learn how to design better Google Assistant apps
-
-System and user personas
+## System and user personas
 
 Part of the role of a conversation designer is that of a screenwriter. Before
 you can write a dialog, you have to have a clear picture of who the characters
 are; personas are the design tool used for this. A good persona is specific
 enough to evoke a unique voice and personality, yet brief enough that it’s easy
 to keep top-of-mind when writing a dialog. It should be easy to answer the
-question, "What would this persona say or do in this situation?" System persona
+question, "What would this persona say or do in this situation?"
+
+### System persona
+
 The system persona is the conversational partner created to be the front end of
 the technology that the user will interact with directly. Defining a clear
 system persona is vital to ensuring a consistent user experience. Otherwise,
@@ -57,7 +58,7 @@ this starts with brainstorming adjectives (for example, friendly, trustworthy)
 and narrowing them down to a short list. This list becomes a short description,
 often accompanied by images. For detailed guidance, see Create a persona.
 
-User persona
+### User persona
 
 Think of a few specific people you expect to use your Actions. Try to have two
 to three different types, for example, a millenial vs a working parent. These
@@ -77,31 +78,46 @@ make the most out of her trip.
 User context: She’s at her favorite local tearoom since her meeting nearby
 doesn’t start for another hour.
 
-Conversation for computers
+## Conversation for computers
 
 Conversation design is about teaching computers to be fluent in human
 conversation and its conventions.
 
-Start with what humans do
-
-Conversations with a computer should not feel awkward or break patterns that
-have evolved over the past hundred thousand years. Instead, computers should
-adapt to the communication system users learned first and know best. This helps
-create an intuitive and frictionless experience.
-
-Adapt to technical limitations
-
-In some ways, computers fall short of human capabilities. Technical limitations
-introduce scenarios that don’t occur in human-to-human conversation. For
-example, human conversation never fails due to an unrecoverable error. Human
-conversation doesn’t require starting with a specific word or phrase, e.g., “Ok
-Google”. In these cases, rely on user research to determine the best approach.
-
-Leverage technical strengths
-
-In other ways, computers can exceed human capabilities. They don’t get tired of
-being asked the same questions. They aren’t offended by being given commands.
-There’s no need to pepper their responses with filler words or other formulaic
-language, e.g., ums and ahs. They can quickly find and share information. Look
-for opportunities to avoid annoyance, streamline conversations, and exceed
-expectations.
+<table>
+  <tr>
+    <td>
+      <b>Start with what humans do</b>
+    </td>
+    <td>
+      Conversations with a computer should not feel awkward or break patterns
+      that adapt to the communication system users learned first and know best.
+      This helps create an intuitive and frictionless experience.
+    </td>
+  </tr>
+  <tr>
+    <td>
+      <b>Adapt to technical limitations</b>
+    </td>
+    <td>
+      In some ways, computers fall short of human capabilities. Technical
+      limitations introduce scenarios that don’t occur in human-to-human
+      conversation. For example, human conversation never fails due to an
+      unrecoverable error. Human conversation doesn’t require starting with a
+      specific word or phrase, e.g., “Ok Google”. In these cases, rely on user
+      research to determine the best approach.
+    </td>
+  </tr>
+  <tr>
+    <td>
+      <b>Leverage technical strengths</b>
+    </td>
+    <td>
+      In other ways, computers can exceed human capabilities. They don’t get
+      tired of being asked the same questions. They aren’t offended by being
+      given commands. There’s no need to pepper their responses with filler
+      words or other formulaic language, e.g., ums and ahs. They can quickly
+      find and share information. Look for opportunities to avoid annoyance,
+      streamline conversations, and exceed expectations.
+    </td>
+  </tr>
+</table>