Designing and building voice-first user interfaces are fraught with challenges. When designing interfaces with no visible features it is easy to overlook design requirements. For companies, discovering these requirements is essential to the successful use and adoption of voice-first user interfaces. We explore what companies should consider when designing and outline best practices for VUIs.
Changing or improving customer experience is not a simple design challenge. It requires research and observation across all channels of the customer journey to first fully understand the current state, then innovation to craft the ideal state. By focusing on improving your customer experience - what can you gain?
Innovation in tech, web, mobile, and SaaS begins with great ideas in the hands of implementers. Getting buy-in from stakeholders can be challenging; finding time in people’s schedules and showcasing the value of the idea can be daunting, if not momentum-crushing. But prototypes can be a quick and effective way to make your idea more tangible.
Market expectations for digital products continue to climb higher and higher. The best way for a company to ensure their product is successful is to employ a UX-led approach throughout product inception, planning, and development. This model shift helps companies release products and features that are valuable, useful, and usable for their customers.
Through user-centered design, we improved the user interface and user experience for parts of ATI’s Nursing Education mobile tools leading to increased satisfaction and decreased call center volume for students and educators.
Interactive Voice Response (IVR) is a common way for companies to handle high-volume calls but often comes at the cost of user frustration. We conducted usability testing for a US consumer online brokerage firm to improve their customers' IVR experience. Here, we break down tips and tricks for improving the usability of voice-response phone systems.