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IVRS redesign
1. Redesign and Visual support for Vodafone IVRS(Customer care) Summer Internship Project Guide: Prof. Anirudha Joshi Interaction Design, IDC, IIT Bombay Nikhil Joshi 3rdSem, New Media Design, NID
1.Redesigning The IVRS with visual support taking in special consideration of its usage in Indian context.2.Looking through the IVRS by applying standard usability principles in both the aural and visual interface.3.Identifying gaps between the currently provided services and the desired services by the user.
1.The IVRS system will use text, visual and aural feedback as well as text and aural input in its interaction with the user.2.The main problem with IVRS is that users are not able to access the entire information stored in the IVR tree. The goal here is to develop a system that allow user to access this information easily without making any additional effort.3.Consistency is one of the main usability principles which needs to be applied to both visual and aural interface of the IVR.4.The IVR should make user feel that he has been prioritized and taken care of . The main task here is to provide user with specific and useful information/solutions in minimum steps and time.5.The interface should be intuitive and should avoid any alien process for its usage. Generic ways of using mobile should be used while designing the new interfaces so that user finds it easier to use.6.One of the primary aims of an IVRS system is to lower the burden over the CCE . Here the task is to empower IVRS in such a manner that user finds it easier to find there solution and hence the preference of talking to a CCE gets reduced.(CCE - Customer care executive)
1.Users do not trust IVRS because: . There is poor feedback. . Most of the information is hidden and needs to be searched. . Its slow and time consuming. . User is not sure weather they will get what they want.2.User only look for the keywords they are searching for and ignores the rest of the sequential information that they get.3.In case the user is accessing some confidential information like balance in account or if he has done something stupid . In these condition the user would not want to talk to a CCE but prefer a automated system .4.The keywords used in the IVR can be misleading based on the user background and the context . Like for e.g. A person who is less literate in English the words “Value added” and “recharge” might be confusing. His interpretation of both the words comes to adding money to phone.5.Pressing keys should be proportional to the complexity of task. People do not mind pressing keys if they find the task they are accomplishing to be complex like selecting a hello tune. Multiple key presses for simpler tasks should be avoided.
1. The natural language implementation for keywords is a topic of discussion as discussed in this research paper: http://www.meraka.org.za/pubs/sharmagrover09designinginteractive.pdf.Also the fact that Google has already failed to implement such a system in India gives a us a reason to sit back and think on its feasibility.2. On an IVRS the amount of info available is limited as most of it is pre-recorded .This is one of the foremost reason of users distrust over IVRS where they feel they might not find their solution in the IVR itself.3.There is not option to talk to a CCE in the main menu in times of emergency. The user feels frustrated in this condition if he has to go through all the sequential option in this case.4.The automated computerized voice is undesirable to users as it makes them form an attitude against the IVR .
Sequential and redundant menus are irritating to users.The findings so far has indicated that both Broad and deep menus are desirable based on the context in which they are used. For older semi-literate population with less exposure to mobile interfaces the deeper menus are favourable where as for the literate population living in cities and towns the broader menus fits good. So the design of the IVR should provide a balance between broad and deep menu structures.There’s a well known rule that we are only able to process 7 plus or minus 2 pieces of information at a time – it’s the magic number 7. So while designing menus we have to take care of this principle.One of the important task here is to make a system that serves all possible purpose one needs to do while he uses a mobile service. It has to be complete system with very possible functionality available to the user related to his/her mobile service.
1.The textual search option will be given in the starting with an option to hear the aural menu. It is useful for user who are not sure weather their search query lies in the aural menu. The way of searching is similar to the one in phonebook, so no additional instruction are required.2.The main menu will have an emergency option for situations like lost card, unblocking the Simcard etc. The position of this option will be tested in the user testing . For now the option will be placed in the starting itself . The reason being if placed at end user might just press it, even if it is not an emergency situation.3.The feedback at different stage with other information will be displayed through flash messages in visual IVR interface itself. If the user wants the information to be stored then he can select to receive it as SMS from service provider. The choice of storing information on phone will be in hands of user.4.Based on your call history to customer care you preferences as to which services or option you most commonly used will be stored. these preferences will then be used to generate dynamic menus customized for you .the menu generated from preferences will be based on your choices from last 3 calls made to IVRS.
1. Natural language or Oral input can be one mediumof interaction with the visual IVR. The oral commands from the user can be directed to select option they want. The user either will be asked to enter number or orally say the number. The natural language implementation for keywords is a topic of discussion as discussed in this research paper :http://www.meraka.org.za/pubs/sharmagrover09designinginteractive.pdf.Also the fact that Google has already failed to implement such a system in India gives a us a reason to sit back and think on its feasibility.2.Every time you call the IVRS you location in the IVR tree is stored. So if in case your call gets cut for any reason you can reach the same level of the IVR tree the next time you call. This functionality will work for 5 minutes from the time your call got disconnected. Also as soon as you dial within 5 minutes the IVR will ask you if you want to jump to earlier level or start afresh.3. If in case you want to talk to customer care executive and if the estimated time within you get connected to a CCE is less then a minute then the system updates you with the remaining time after every 15 seconds. If the time left is more then 1 minute then the system ask the user if he wants IVR to call him back or he wants to wait. If user asks system to call back then the system will call the user back within 20 minutes. This will reduce the frustration developed in users while waiting in queue.
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