Principles of Cortana skills design

The Cortana Skills Kit enables developers to create compelling experiences that provide productivity solutions for home or work. But does it make sense to create a skill in all cases? Probably not. You need to consider what the user will want from your skill.

These are some cases when it makes sense to create a skill.

  • When using voice is an easier and more natural way to interact
    If the user has a disability that makes it difficult to type, or to read.

    If the user is on a device that's hard to type on, such as a phone, tablet, or Xbox.

    When the user needs to share content or set a reminder, it's easier to say, "Share that with John" or "Remind me to pick up Jessie".

  • When the user's hands are busy
    If the user is cooking, they can ask, "Was that one tablespoon or one teaspoon of salt?"

  • When using voice is a more efficient experience
    If using voice reduces the number of steps required to do something. For example, saying "Play the latest House of Cards" is much easier than opening up an app, searching for "House of Cards", finding the latest episode, and pressing play.

  • When using voice assists with multitasking
    If you can use your voice to do things like read and reply to incoming messages or control music while you're writing a document.

  • When the user is driving, walking, or is otherwise distracted
    If the user is driving or walking, it is easier and safer to use voice than to navigate while using a device.

If you decide that building a skill makes sense, here are some questions to keep in mind during the design process.

  • Will the design solve the user’s problem with the minimum number of steps?
  • Will the design solve the user’s problem better, faster, or more easily than any of the alternative experiences?
  • Is the design intuitive? Will users naturally know what to say when using it?
  • Does the design avoid complexity?
  • Can the design use default values when the user is not specific?

A great user experience doesn't require users to talk too much, repeat themselves, or explain things that the skill should automatically know.

Design for the right scenario

Define the key scenarios you want your skill to target.

  • What are the high value scenarios?
  • Do these scenarios have clearly defined goals?
  • Are the scenarios relatively simple?

Of these key scenarios, which work well with voice?

  • Which scenarios don't rely on visual elements?
  • Which scenarios are relatively quick to get through, with minimal steps?

Use the scenarios that meet these criteria for your skill.

Design the conversation

Next, design a conversation that sounds natural and is intuitive. Think about:

  • What are the most essential questions that the skill must ask to complete the task?
  • What questions will the user likely ask?
  • How will the skill reply to the user's questions?
  • What information is absolutely required? What's optional?
  • Is there anything Cortana can infer or remember from prior interactions in this session to use as defaults?
  • Which answers should you confirm before taking any action? What kind of confirmation should you use?
  • What actions might the conversation trigger on your backend service?
  • Will the skill need a directed dialogue?
  • How will the skill handle requests for help? Or errors?
  • How will the skill react if it reaches a dead end? For example, if the task doesn't complete, or gets the users intent wrong.
  • What environments could the skill be used in? How would potential touch interactions impact your design?

Role play conversations to make sure they're natural and intuitive. Just like in real life, conversations with users vary depending on the user. Your skill should be adept in handling conversations with different users.

Identify the intents, entities, and utterances

The conversational design process should identify utterances, intents, and entities.

  • Utterances are input from the user that your app needs to interpret (whether voiced or typed).
  • Intents are the actions that the user wants to perform.
  • Entities are the data required to perform the action.

For example, if the user says, "Hey Cortana, tell My Travel Agent I want to fly to New York at 6:00 PM on Friday," Cortana understands that the user wants to use a skill called My Travel Agent. She passes the utterance to the app, which needs to figure out that the intent is to book a flight, and that New York, 6:00 PM, and Friday are entities.

Intents fall into the following categories.

Full intent

Full intent is when the user fully expresses what they want to do in a single utterance. When the user provides a complete request in their first utterance, you should respond directly to their request and either propose further interaction, if required, or end the conversation.

For example:

User: Hey Cortana, ask Mileage Wizard if I have enough miles to travel.
Mileage Wizard: You currently have 30,000 miles. This is enough to travel domestically, but not internationally. Would you like to purchase additional miles, or book a domestic trip?

Because there are many ways to express the same intent, you need to develop as many variations of the intent as possible when you model your intents.

If you display interaction examples in a card on Cortana's canvas (for example, if they ask for help), try to show full intent examples. This helps train the users on the most effective way to communicate with your skill.

Partial intent

Partial intent is when a user partially expresses what they want, but the utterance is missing a required entity. Your skill should detect the missing element and automatically provide a follow-up prompt that asks for the missing entity.

For example:

User: Hey Cortana, ask Mileage Wizard if I have miles.
Mileage Wizard: Do you mean miles you can use to travel?

No intent

No intent is when a user uses a skill for the first time and they only give minimum information, which is not sufficient to engage in a conversation. When this happens, you need to tell the user how to interact with your skill.

It's critical that the skill consider the first-time user and help them to get started. You should present a list of no more than three options to choose from. If you present more than three options, the user may be overwhelmed and frustrated.

For example:

User: Hey Cortana, ask Mileage Wizard.
Mileage Wizard: Do you want available miles, used miles, or discounts?

Ask the user questions

All interactions with the user should use a conversational tone, whether spoken or written.

  • Be conversational. Interact in the same way that people speak. Don’t emphasize grammatical accuracy over sounding natural. For example, ear-friendly verbal shortcuts like "wanna" or "gotta" are fine for text-to-speech (TTS).

    • Use the implied first-person tense where possible and natural. For example, "Looking for your next Adventure Works trip" implies that someone is doing the looking, but does not use the word "I" to specify.

    • Use contractions for more natural interactions and to save space on Cortana's canvas. For example, "I can’t find that movie" instead of "I was unable to find that movie." Write for the ear, not the eye.

  • Use variations. Vary your responses to help make the app sound more natural. For example, when repeating a question, ask it differently the second time. A variation of "What movie do you wanna see?" might be "What movie would you like to watch?"

  • Use phrases like "OK" and "All right" in responses with restraint. While they provide acknowledgment and a sense of progress, they can also get repetitive if used too often and without variation. Use acknowledgment phrases in TTS only. Given the limited space on Cortana's canvas, it's best not to write acknowledgments to the canvas.

Your interactions should be efficient, relevant, clear, and trustworthy.

Principle Good example Bad example
Efficient
Use as few words as possible, and put the most important information up front.
Sure, what movie do you want to watch? Sure, can do, we have a large collection. What movie would you like to search for today?
Relevant
Provide information pertinent to the task, content, and context.
I’ve added it to your playlist. I’ve added it to your playlist. Just so you know, your battery is getting low.
Clear
Avoid ambiguity. Use everyday language instead of technical jargon.
I couldn’t find any trips to Las Vegas. No results for query 'trips to Las Vegas'.
Trustworthy
Be as accurate as possible. Be transparent about what’s going on in the background. If a task hasn’t finished yet, don’t say that it has. Respect privacy, don’t read private information aloud.
I couldn’t find that movie in our catalogue. I couldn’t find that movie, it must not have been released yet.

Present options

Your design needs to make sure that the user clearly understands what you are asking, and that a response is expected. Just presenting the options is not sufficient. Follow a list of options with a question so the user knows that they are expected to say something.

Cortana: The shirt comes in three colors, red, blue, or green. Which color would you like?

When presenting options to the user, ask in a way that makes it clear to the user that it is an either/or question. Limit the list of options to three entries, and state all options clearly.

Cortana: What type of directions would you like, walking or driving?

Because users can't quickly scan and skip voice content like they can in a visual interface, it's important to keep your questions simple and concise.

Ask questions with directed or open prompts

You can ask users questions using either a directed prompt or an open prompt. A directed prompt lists specific choices for the user. For example, "Please select cheese, pepperoni, or sausage." Directed prompts often minimize user confusion. An open prompt lets the user provide their own choice. For example, "Which movie would you like?" Open prompts are best used if users are familiar with the choices, either because they're obvious, or because you've just provided a list.

When choosing between directed and open prompts, also consider the number of options that you present to the user and how likely it is that the options will change.

Good uses of a directed prompt are when:

  • A wide variety of users use the skill, or they use it on an infrequent basis. For example, a call center application is best suited to use directed prompts.

  • There are never more than three options.

For directed prompts, use the form, "Please select X, Y, or Z." Don't use the form, "Would you like X or do you want Y or Z?" because it may lead to a yes or no response instead of the expected X or Y or Z response.

If the list of options is long (for example, a list of stock investments) or variable (for example, movie titles), using a directed prompt is impractical. In this case, use an open prompt. For example:

Cortana: Please say a stock name.
User: Help.
Cortana: Please say a stock name. For example, say Microsoft.

Note

Headless devices (devices with no display, like speakers) should re-prompt with the last message sent if there is no input. After a re-prompt, if there is no input, the conversation is ended. Good interactive dialogues should wait on a prompt.

Confirm the user's answer

A confirmation is an acknowledgement that your skill heard the user's response. For example:

Cortana: Where do you want to fly?
User: Paris.
Cortana: Which date do you want to leave for Paris?

Think about where in the conversation flow the users need confirmations. Recognizing speech from a telephone is not perfect, particularly under noisy conditions. In addition, when skills are used in a standalone speaker, you only have one channel of communication with the user. An effective confirmation and correction strategy helps with these issues.

A good voice-based skill uses a variety of techniques for confirmation and correction. The techniques depend on the style of the skill, the importance of the action being performed, the cost of misunderstanding, and the need for a natural dialog.

For example, a dialogue that follows each question with a confirmation, such as "Did you say X?", is slow and potentially frustrating. Conversely, a dialogue that employs no confirmation and, based on a mis-recognized command, deletes data without confirmation from the user, is equally frustrating. You need to strike a balance between efficient interaction with the skill, and protection from lost data or wasted time.

In many cases, the cost of mis-recognition is so low that confirmation is not warranted. In other cases, explicit confirmation is always required, regardless of the skill's confidence in the user's utterance.

There are different confirmation strategies you can use.

Explicit confirmation

Explicit confirmation is the most basic form of confirmation. It slows the conversation flow because it introduces an extra prompt to explicitly confirm information that the user provided. Use explicit confirmation for situations where the cost of a misunderstanding is high. For example, a banking skill must understand dollar amounts that the user speaks. The following shows an explicit confirmation interaction.

Cortana: How much did you want to transfer?
User: A thousand dollars.
Cortana: Did you say one thousand dollars?
User: Yes.
Cortana: OK. I've started the transfer.

Implicit confirmation

Implicit confirmation combines the confirmation with your next question. This method uses fewer prompts than explicit confirmation. Consider a flight booking scenario where the skill obtains the city that the user is flying from, followed by the date. The following shows an implicit confirmation interaction.

Cortana: Where are you flying from?
User: Seattle.
Cortana: Flying from Seattle. Which date?

If the user answers this question with a date, then the answer implies that Seattle is correct, thereby confirming Seattle as the departure city. The grammar for implicit confirmation interaction is subtly different from the grammar for explicit confirmation. The grammar for implicit confirmation combines acceptance or denial of the previous prompt (in this case, the city) with supplying information for the next prompt.

Cortana: Flying from Seattle. Which date?
User: No.
Cortana: Where are you flying from?
User: Vancouver.
Cortana: Flying from Boston. Which date?
User: No, Vancouver.
Cortana: Flying from Vancouver. Which date?

Answering with a simple yes or no does not answer this kind of question.

Other design considerations

Present help

Your design should include help prompts, especially for critical areas of your skill. If the user asks for help, you should list the skill's capabilities and options for that specific area.

User: Book me a hotel in Seattle.
Cortana: Which date do you want to check in in Seattle?
User: April first.
Cortana: What amenities would you like?
User: Help.
Cortana: You can say things like pool, parking, or breakfast.
User: Pool and parking.

Show progress

It's important to keep the user informed while you're working on their request. If it takes longer than three seconds to fulfill the request, you should send a message letting them know that you're still processing.

User: Book me a hotel in New Orleans.
Cortana: Which hotel would you like me to book?
User: I don't care.
Cortana: OK. Searching for hotels.
After three seconds...
Cortana: Still searching hotels...

Use default values

Use default values when the user is not specific. For example, if the user says,"Make my room warmer," Cortana should say, "I’ve raised your room temperature to seventy two degrees" instead of "Sure, what temperature?"

Identify the skill when invoked

If the user invokes your skill without including an utterance, you should identify your skill and display your help content, or ask them what they want to do with leading questions.

Good: Welcome to My Travel Agent. To book a trip, say Book a trip, or to get the status of your miles say, Available miles or Used miles.
Bad: What can I do for you?

Break lists into manageable pieces

Generally, the human brain can only remember a limited amount of information when listening to instructions. Limit voice interactions to only what is absolutely required. For example, present only three items of a list at a time.

Good: I've found ten concerts near you. Number one, Spring Fling. Number two, Hot Summer Night. Number three, Fall's A-coming. Would you like to hear more?
Bad: I've found ten concerts near you. Number one, Spring Fling. Number two, Hot Summer Night. Number three, Fall's A-coming. Number four, Me and Julio. Number five, Millenial Keyboards....

Understand abbreviations and symbols

Cortana's text-to-speech translator handles most text such as abbreviations and special characters automatically.

For example:

  • "Dr. Smith" is spoken as "Doctor Smith"
  • "Microsoft.com" is spoken as "microsoft dot com"
  • "Shopping Ctr." is spoken as "shopping center"
  • "Lake Shore Dr." is spoken as "Lake Shore Drive"

Design your skill's visual elements

Although the goal is to design your skill for voice only, for some skills that's not practical. There are times when displaying visual elements to support the information that your skill speaks is required. For example, if the user asks for recipes, displaying pictures of the prepared food with links to the recipe can be a better experience than trying to describe each recipe with voice only. Visual elements should not be required to communicate the intent, they should only support the intent.

Things to consider when designing visual elements:

  • How can the visual elements enhance the voice experience and assist the user?  

  • Don’t overload the visual experience with unnecessary information. For example, avoid using too many images, unnecessary text, or too many cards.

  • Keep tasks glanceable. The skill must allow users to multitask with minimal visual attention. Consider every piece of information on the card canvas and eliminate anything that is not required.

Add visual elements to your skill

Cortana supports Bot Framework cards, which are rich graphical controls that can contain text, images, and interactive buttons. Skills may include the following cards:

Card Type Description Supported layout
Adaptive Card A user-designed card that contains the elements you specify Single or Carousel
Hero Card A card with one big image Single or Carousel
Thumbnail Card A card with a single small image Single or Carousel
Receipt Card A card that lets the user deliver an invoice or receipt Single
Sign-In Card A card that lets the skill initiate a sign-in procedure Single

The following image shows a card displayed on Cortana's canvas.

Cortana's Canvas

To add cards to your skill, see Add cards to your skill using Node.js or Add cards to your skill using .NET.

In addition to cards, Node.js users can use a set of built-in prompts to simplify collecting inputs from a user. For example, you can use the choice prompt to present a list of choices that the user can pick from, or you can use the confirm prompt to confirm an action. For a list of prompts, see Prompt types.

Card design tips

Limit the card's title to 84 characters or less

Limiting the title to 84 characters keeps the title to two lines or less. Having longer titles doesn't look good and pushes the rest of the content down in the card.

Create brief but meaningful responses

When possible, create brief but meaningful responses with a bias toward text-based answers that are glanceable. Make cards crisp, clear, and actionable.

Try to fit your content within the height of Cortana's canvas

Limiting the content to the size of Cortana's canvas makes it easy for the user to see the content without scrolling.

Use cards to provide details

Cards are meant to provide additional information beyond what the skill speaks. It's generally a poor user experience to have Cortana read all the details that are on the card. Provide a summary of the card using voice, then use the card for the details. For example, if the card shows shirt choices, the skill might say, "Select the shirt's color", while displaying the color options on the card.

Direct users to a screen only when needed

Some users use Cortana on speaker-only devices and can't see a card. If the user needs to see a card, direct them to Cortana's companion app. Try to do this sparingly. Ideally, a user should be able to use your skill on any supported device, regardless of whether it has a screen, without having to use a secondary device. An exception is when the user has to sign in to your skill or provide private information. Other than the sign-in card, cards are read-only on speaker devices.

The following scenario shows a cooking skill that provides a list of ingredients.

Good: This recipe has five ingredients. Here are the first three. Two eggs, a cup of flour, and a half a cup of water. Say next for the rest of the ingredients.
Bad: Open the companion app to see the list of ingredients.

Note that the time between user utterances is limited. On a speaker-only device,if a timeout occurs, the skill ends. On a Windows device, the skill is still active, but the microphone turns off.

Tailor the experience

Tailor the experience based on the device the user is using. If they are using a standalone speaker device, rely on speech to convey the message to the user. If they have a screen, share a quick summary using voice and add additional information in the card. This example shows one way to present information to a user who is shopping for a gift.

Speaker-only device:

  • Cortana: The Contoso shirt is a custom-made shirt available in three colors: red, blue, and orange. Sizes include small, medium, and large. It retails for thirty dollars.

Device with screen:

  • Cortana: The Contoso shirt is a custom-made shirt that retails for thirty dollars.
  • Card: Show an image and additional details such as sizes/dimensions and color options.

The Bot Framework's Hero card is a good option for this case. If presenting several options to the user, a carousel of Hero cards works well.

Use horizontal lists

A card's attachment layout specifies how to display multiple card attachments. The framework supports vertical list layout and horizontal carousel layout. Use carousels, if possible.

Next steps

Cortana's persona has been carefully crafted. It's very important that you maintain her character when interacting with users. For information about maintaining her persona in your skill, see Cortana's persona.

For performance design considerations, including Azure services, see Performance guidelines.

For guidance on creating invocation names, see Invocation name guidelines.

When you publish your skill to the world, the Cortana team reviews your skill to make sure it complies with the design principles, in addition to other requirements. As part of your design process, be sure to read the list of review requirements that your skill must comply with before you can publish your skill. See the Cortana skills certification requirements).