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Retire the Horse and Buggy: Opening a New Era for Voice Interaction Design SpeechTek 2007

Retire the Horse and Buggy: Opening a New Era for Voice Interaction Design SpeechTek 2007. Back story. SpeechCycle Building premier design team to design the most complex speech applications in production

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Retire the Horse and Buggy: Opening a New Era for Voice Interaction Design SpeechTek 2007

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  1. Retire the Horse and Buggy: Opening a New Era for Voice Interaction Design SpeechTek 2007 SpeechTek 2007 1

  2. Back story • SpeechCycle • Building premier design team to design the most complex speech applications in production • 14 years in development and design of apps - 10 years in speech development and voice interaction design - Built 3 design teams • Intervoice, designoutloud, VoicePartners • 2004 SpeechTek Persona of the year • Client in 2005 CIO 100 due in part to speech app • Patent for caller goal tracking SpeechTek 2007 2

  3. Voice Interaction Design • Vitally important to application success • Challenging and controversial • Done with widely varying quality. • Requires highly specialized talent. • Few or incorrect standards. • Objective quality is difficult to measure. SpeechTek 2007 3

  4. Why am I Yapping? • It’s time for something new • New things are made from old • This is a challenge, not a map SpeechTek 2007 4

  5. Predictions The Car • “The horse is here to stay, but the automobile is only a novelty - a fad.“ • President of the Michigan Savings Bank advising Horace Rackham (Henry Ford's lawyer) not to invest in the Ford Motor Company in 1903 • "The automobile has practically reached the limit of its development." • Scientific American, 1909 SpeechTek 2007 5

  6. The Car • Outsourcing horsepower SpeechTek 2007 6

  7. The Car Ford and the Model T SpeechTek 2007 7

  8. The Car The 1930’s SpeechTek 2007 8

  9. What am I Yapping About? • Horse and Buggy ≠ DTMF apps • Horse and Buggy = Holdovers of Early 90’s Design Methods SpeechTek 2007 9

  10. More Parallels? • Model T = VoiceXML-based instant apps • Keeping the spirit of the horse and buggy alive SpeechTek 2007 10

  11. Evidence Just what is your Father’s Oldsmobile? • Menus with 5 or more times • Lengthy intros • Inappropriate personas SpeechTek 2007 11

  12. Evidence Just what is your Father’s Oldsmobile? • Lengthy help tips that every caller hears before they can say a word • Ubiquitous “Main menu” • Terrible concatenation SpeechTek 2007 12

  13. Evidence Just what is your Father’s Oldsmobile? • Gratuitous “help” • Confusing and ambiguous wording • Strange design strategies SpeechTek 2007 13

  14. Evidence Just what is your Father’s Oldsmobile? • Strange design strategies • Overly long menus and queries • Fill-in-the-blank apps SpeechTek 2007 14

  15. Evidence Bumps and bruises and cries of agony SpeechTek 2007 15

  16. Whatever Shall We Do? • Appreciation of the situation • Voice interaction design requires a design talent for language • Deep sensitivity to interactive language, not just knowledge of app recipes or top ten lists • Solutions are often non-obvious SpeechTek 2007 16

  17. Whatever Shall We Do? • Listen • To the real people around us • For commonly used strategies SpeechTek 2007 17

  18. Whatever Shall We Do? • Evangelize the customer • Spread the good news of good design • Explain voice interaction patiently • Boxing • Fight for good design • Use data and examples SpeechTek 2007 18

  19. Whatever Shall We Do? • Put the buggy in the museum and the horse out to pasture • Things to never use again SpeechTek 2007 19

  20. Whatever Shall We Do? • Admit that help might be needed • Internal and external peer reviews • Professional usability testing and heuristic evaluation • Read • Get involved in the larger interaction design community • Classes SpeechTek 2007 20

  21. Why Give a…? • We are supposed to be providing a service. • There are those who think that success is beyond us or just want to see this fail • To advance the general field of interaction design and HCI • To fight the forces of evil and chaos SpeechTek 2007 21

  22. Five Fingers • Maybe this isn’t so hard • Maybe it’s supposed to be this way • But, I don’t think so. We can do better and should. SpeechTek 2007 22

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