Understanding this type of conversational component will help you give users information in a clear and concise way.
Overviews (also called introductions, headers, preambles, or advance organizers) set expectations about how information will be structured. They set up mental “compartments” in which the user can receive the incoming information, thereby reducing cognitive load.
Introduce a list of information by giving a short overview
Users will have lots of questions for your persona, so use informational statements to provide clear and concise answers. Focus on the essential, or core, information that’s most relevant to the user’s query. More peripheral details should be presented in the visuals instead or omitted entirely. It’s okay to include additional information that the user didn’t specifically ask for as long as it’s highly relevant to their query.
Spoken prompts should lead with an implicit confirmation of the information that was said or implied, followed by the new information. This is because spoken English places the most important information (e.g., the answer) at the end of the sentence; this is known as the End-Focus Principle.
Most of the time, the display prompt is used to point to more detailed information in the accompanying visuals. When there are no accompanying visuals, it’s acceptable to use the same verbiage for the spoken and display prompts. However, you should condense the information in the display prompt to make it easier to scan.
Chips should include ways the user can continue the conversation with your persona. Try to offer actions the user could take with this information or related information they might be interested in.
For some answers, a simple informational statement is sufficient
Most informational statements will have accompanying visuals
Even when the visuals provide the best answer, make sure the prompts still carry the core of the message
Your persona can offer more information than was requested if it’s highly relevant
For less-relevant information, use the visuals to provide additional detail
Your persona can present the user with a menu or list of options.
Menus can be used to present options before asking a question.
In this example, a narrow-focus question is used for disambiguation.