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Design Patterns for Voice user interactions and interfaces Phillip Hunter [email protected]
19

IVR Design Patterns

Jan 27, 2015

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Phillip Hunter

I gave this presentation at SpeechTEK 2009 in NYC to introduce an updated idea of design patterns to the IVR industry.
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Transcript
Page 1: IVR Design Patterns

Design Patterns for

Voice user interactions and interfaces

Phillip [email protected]

Page 2: IVR Design Patterns

What is a design pattern?

Page 3: IVR Design Patterns

What is a Design Pattern?

Patterns are Proven solutions to common problems Drawn from successful designs

Patterns make things easier to create and use

…And more attractive

Page 4: IVR Design Patterns

Design Patterns - History

Rich tradition

Pattern languages emerged from Architecture

adopted by software architects in the 90‘s

Jennifer Tidwell brought mass attention to their use in ui over the past decade

others have built notable gui libraries

Page 5: IVR Design Patterns

Design Patterns have power

For users

enhanced recognition and comprehension

increased task success

For creators

Promote greater design & dev productivity

Promote greater creativity and scope

Page 6: IVR Design Patterns

Design Patterns can help

simplify and speed the creation of common application pieces

break free from the system-centered constructs built into platforms and development tools

reassure non-designers

decrease the need for questioning every design aspect

Page 7: IVR Design Patterns

Design Patterns are not

reusable components or subroutines

a full how-to guide

magic spells

*fool* proof

Patterns are for use within holistic, context-based design thinking and processes

Used with solid design thinking, patterns will help ensure that you create an attractive, usable application.

Patterns will not do the full design work for you.

Used with solid design thinking, patterns will help ensure that you create an attractive, usable application.

Patterns will not do the full design work for you.

Page 8: IVR Design Patterns

What does a Design Pattern contain?

name and description of the pattern (solution)

examples of the applied pattern

the appropriate use of it (problem and context)

Rationale for the pattern

Potential problems / things to look out for

List of related or alternative patterns

Page 9: IVR Design Patterns

Why does IVR need Design Patterns?

“opportunities”

design is still haphazard and usability poor

needless risks in the re-creation of that %@!(# wheel

ineffective guidance, such as wimpy top 10 lists

battle of egos: temperamental best practices

Page 10: IVR Design Patterns

Why does IVR need Design Patterns?

We still shy away from real design principles

We seem to like reinventing the wheel

we think history is a bad word (IVR patterns were begun then abandoned)

we dance to different music than the rest of the software world

we like to argue, not discuss

Page 11: IVR Design Patterns

We need IVR Design Patterns

creation of library structure and content is underway

asking for submissions of your suggestions to [email protected]

will be available publicly sometime in 2010 online and possibly in print

Page 12: IVR Design Patterns

What does an IVR Design Pattern look like?

name and description, including:

Use of barge-in and other settings

suggested words and phrases

wording and constructs to avoid

examples of the applied pattern

the appropriate use of it (apps, users, etc.)

Rationale for the pattern

Potential problems / things to observe

Links to related or alternative patterns

Page 13: IVR Design Patterns

What Design Patterns apply to IVR?

Pattern Family Hierarchy

application characteristics

interaction sequences (AKA interaction design framework)

interaction events

Page 14: IVR Design Patterns

Patterns for Application Characteristics

application types

personalities

recovery handling

Global command handling

transfer policies and handling

Page 15: IVR Design Patterns

Patterns for Interaction Sequences

call reason capture

caller identification and validation

transitions from soliciting information to service

offering unrequested information

multi-part tasks

interrupt-able tasks

Page 16: IVR Design Patterns

interaction events

greetings and other initial prompting

language capture

special announcements

menus

open-ended prompts

yes/no questions

information requests

transition menus

confirmation

help

repeat

no match handling

no response handling

handling unsolicited input

Page 17: IVR Design Patterns

IVR design pattern example

speech reco repeat Menu - offers callers the chance to hear information again

barge-in allowed, no T.O. or error prompting (no response = move on; oog might need to transfer)

wording should be casual and quick

“[You’re on flight 305 at 10:30 A.M. tomorrow.] would you like to hear that again?”

use for discrete information that callers need to remember after the call ends. use in place of offering repeat as an option within a following menu.

this sort of menu serves as a logical endpoint for the task selected by the caller. it also keeps a following menu less cluttered and focused on moving forward.

see also ‘embedded repeat command’ and ‘single item information playback’

Page 18: IVR Design Patterns

Thank You!

questions?

submit

[email protected]

get in touch

[email protected]

@designoutloud

469-853-9016

Page 19: IVR Design Patterns

Sources & Resources

http://www.welie.com/patterns/ - Martijn Van Welie

designing Interfaces - Jennifer Tidwell (designinginterfaces.com)

http://developer.yahoo.com/ypatterns/ - Yahoo!

http://www.visi.com/~snowfall/InteractionPatterns.html - Tom Erickson

http://www.uie.com/articles/componentspatternsframeworks/ - Jared Spool