You don't need a personality - you need a role
When designing a VA, the question we often ask ourselves is "what kind of personality does it need?". More and more, research is showing that this is not necessarily the best question to ask. But if you can't use a personality, and if you can't be humanlike - how can you structure the design of your VAs replies?
In this paper, Ronda et al. provide us with an alternative: roles. The main takeaway of the paper is that using roles helps guide the design, prototyping and testing of your VA's conversations.
It Can Be More Than Just a Subservient Assistant. Distinct Roles for the Design of Intelligent Personal Assistants
Typically, VAs such as Amazon's Alexa, are presented as anthropomorphized, subservient, and predominantly female. Due to this, IPAs are often perceived as counterparts, which in turn implies that they might not only fulfill practical tasks, but also social needs through the roles they are given.
And no, a role is not a personality. Imagine lining up 100 librarians. They all have the same role, yes - but they'll also differ greatly in personality! So let's take a look at the four types of roles that Ronda et al. identified in their work:
Confidant - friends, companions, family members, partners, parents.
Teammate - colleague, collaborator.
Task performer - butler, maid, housekeeper, assistant, servant.
Expert - therapist, nurse, coach, teacher, guide.
How to use these roles
To help teams designing VAs based on these roles, the paper also created "role cards" - a one page document per role giving a little description of the role to help the design process. A big benefit of the cards is how easy they are to use. "Imagine how a friend would say it" is much easier to apply when writing content than a generic guideline like "speak the users' language" (do check out these usability heuristics if you haven't already!).
So if you're looking to design, or perhaps redesign your VA, take a moment and think: what kind of role fits for your VA, given your business case?
Following that, consider the different ways in which your VA can show that it has that role, and agree upon them in your team. Create a one page document with these agreements that everyone in the team has access to and use it as the backbone for every conversation that you have: both for the creation of new ones as for a guided test of existing ones.
10 Usability Heuristics for User Interface Design
The design should always keep users informed about what is going on, through appropriate feedback within a reasonable amount of time. When users know the current system status, they learn the outcome of their prior interactions and determine next steps. Predictable interactions create trust in the product as well as the brand.