How to tacle with common usability violations of VUI
Upcoming SlideShare
Loading in...5
×
 

How to tacle with common usability violations of VUI

on

  • 1,206 views

How to tacle with common usability violations of VUI (Voice User Interface), how to create IVR with high User Experience.

How to tacle with common usability violations of VUI (Voice User Interface), how to create IVR with high User Experience.

Statistics

Views

Total Views
1,206
Slideshare-icon Views on SlideShare
1,206
Embed Views
0

Actions

Likes
0
Downloads
12
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    How to tacle with common usability violations of VUI How to tacle with common usability violations of VUI Presentation Transcript

    • How to tacle with common usability violations of VUI UX Camp Europe - Berlin , June 2011 Pavel Růžička (T-Mobile Czech Republic)
    • #1: Menu length
      • Menu length determines how long you have to wait in order to hear all options explained with a prerecorded system message
      • Most callers who encounter long menus hang up in frustration, make mistakes in their choices, or try to connect to an operator
      • What to do?
        • Keep the greeting and preamble short (under five seconds) and present choices quickly.
        • Consider human short term memory (30 seconds)
        • Include only necessary legal disclaimers
        • Eliminate Marketing Messages
    • #2: Number of menu choices
      • In DMTF applications the caller must remember both the subject and the digit to select
      • As soon as the caller assumes that the current option within a list is the right option to choose, he/she will choose it (even if it‘s wrong)
      • What to do?
        • Four menu items are optimal
        • Arrange choices by popularity
        • Announce availability of details and allow users to choose it
        • Consider using verbs instead of nouns for menu items
          • "Administrate" instead of "Administration" "Check billing" instead of "Bill"
    • #3: Operator access
      • There is always battle between users who like talking to a real person and IVR‘s that have the goal to exactly avoid that
      • What to do?
        • Callers should know that they always have the option of speaking with a live agent : This will reduce frustration and increase user confidence
        • Don‘t try to hide access or make it conditional
        • Make it less attractive, e.g. by informing about longer waiting times
        • Think about rewarding users who try automation
        • Automate what’s useful – not what’s possible
    • #4: Speech Intelligibility
      • The understandability of the prompts, menus and instructions is crucial
      • Quite often there is a wrong use of prosody
        • Prosody is a part of speech not associated with content, but with style of delivery
      • What to do?
        • Use friendly, plain pronunciation
        • Educate your voice talent to use appropriate voice modulation
        • Provide script details for the voice talent
        • Keep prompts short, but not fast
          • verbs instead of nouns are better for the most languages/cultures
    • #5: Speech pacing
      • Speech Pacing is the rhythm and speed of the recorded words callers hear
      • Non-professional speech talent tend to rush through scripts when they are recording prompts
      • Some designers think that the faster you speak, the faster you are serving the caller
      • What to do?
        • Generally, slow down the speed
        • Use appropriate pauses between words and sentences
        • Be aware that callers are not specialists
    • #6: Forced output
      • Forced output can‘t be interrupted by the user
      • This can be especially trouble for power users who know exactly what their preferred task sequence is
      • Many forced messages are the legal disclaimers and marketing messages
      • What to do?
        • Generally enable Barge-In
        • Inform the caller about possibility to interrupt
        • If you have to use forced messages, keep them short
        • Try to find way how to indicate to the user that barge-in event has been detected - even current media-platforms don 't support it
          • immediatelly play an earcon or something like "aha"
    • #7: Task completion
      • A tasks is a sequence of input steps to fulfill a request
      • The entire task is only as good as the worst input step
      • What to do?
        • Make use of navigational options – step back, cancel...
        • Analyze what step is the worst step – then improve it
        • Compare length of task using implicit vs. explicit confirmation steps
        • Use variations in wording during reprompting – dialog will also sound more natural
    • #8: Error recovery
      • Error recovery techniques are used to guide callers out of a known “bad state” and back into a “stable state”.
      • Errors can be caused by users (misunderstanding) or by systems (backend or misrecognition)
      • What to do?
        • Use silence or "earcon" as an indication for turn taking
        • You can provide "try again" option
        • Provide graceful degradation
        • Build touch-tone fallback into speech applications
        • Base d esign on the reality of errors - test driven development (TDD)
        • Don’t declare errors, ask to clarify input
    • #9: Predictability
      • Unpredictable behavior includes customer delay time and unexplained hang-ups or disconnections
      • Customer delay time is the total amount of time a caller is waiting to complete a task when nothing of value is happening
      • What to do?
        • Once you think everything is okay, you are in trouble
        • Track IT infrastructure downtime
        • Track call center anomalies and traffic
        • All of the backend systems must not shorter timeout than his underlying provider in hierarchy of components – or timeout event must be indicated
        • Consider asynchronous call of backend
    • #10: Dead ends, unattended hang-ups
      • Dead end are conditions that forces the caller to hang up and call back
      • Usability test subjects indicate a strong dislike of having to make repeated calls to get service
      • What to do?
        • Test every path on a regular base
        • Audit the system periodically and test all numbers/words at every level of every menu
        • Build in caller-in-control features like go back , main menu and agent into your application .
    • Summary: C ommon usability violations of VUI
      • #1: Menu length
      • #2: Number of menu choices
      • #3: Operator access
      • #4: Speech Intelligibility
      • #5: Speech pacing
      • #6: Forced output
      • #7: Task completion
      • #8: Error recovery
      • #9: Predictability
      • #10: Endless loops
    • Resources
      • Udo Glaeser , DTAG (presentation): VUI Best Practices - Athens, May 2011
      • Larson-Tech: Ten Guidelines for Designing a Successful Voice User Interface
      • Voxeo : Interact Naturally With Your Callers
    • Pavel Růžička Programmer – Analyst Service Development Department T-Mobile Czech Republic a.s. Tomíčkova 2144/1, CZ 14900, Prague Phone: +420 603 416974 E-Mail: [email_address] Web: http://pavel-ruzicka.net/