When it comes to voice print UX, what is our role as researchers?

When it comes to voice print UX, what is our role as researchers?

During a recent study, we asked participants how long they thought they would have to speak in order for their voice to be uniquely recognized (i.e., voice print). While their estimates varied widely – from 30 seconds to 30 minutes – most people said about three to five minutes.

The reality is, voice prints can take as little as five seconds to do accurately if the correct phrases are spoken. So the question is, as researchers, should we recommend to design for what people think and feel is the correct length so they feel secure? Or should we collect the minimum?

While I understand why we might do what is comforting for users, I think our job is to convince people that voice biometrics are secure with the minimum amount of effort required. What do you think? Join the discussion!

Check out some of our blogs about voice!

Bold Insight’s Gavin Lew to present at Money 2020

Bold Insight’s Gavin Lew to present at Money 2020

The premier conference in the payments, fintech, and financial services industries, Money 20/20 hosts over 11,000 attendees and will be held in Las Vegas, Nevada, on October 21-24, 2018. Bold Insight Managing Director Gavin Lew is teaming up with Visa’s Head of Design, Kevin Lee, to present, Humanizing the Experience in Retail. Lee will share how Visa approaches experience design and the key moments that reveal opportunities for brands. Lew will dive into those key moments with real world examples and how to make those opportunities successful.

“Retail is at an inflection point where companies need to embrace the combination of digital and physical to design a more humanized experience—one that recognizes humility because the future will depend on collaboration across the ecosystem. This is where disruption will occur,” says Lew.

Visit https://us.money2020.com/ to learn more about Money 20/20, including registration details. Don’t forget to use the coupon code DISRUPT to save $250.

 

About Bold Insight

Bold Insight helps clients deliver outstanding experiences to their customers by understanding user expectations and designing products that seamlessly fit into their lives. The team has conducted research on hundreds of products and services delivered on a variety of platforms, including websites, software, mobile devices, medical devices, voice assistants, connected devices, and in-car navigation systems.  Email hello@boldinsight.com to discuss your next project.

Singularity and the potential impact on UX design principles

Singularity and the potential impact on UX design principles

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BOLD INSIGHT

If we are approaching a rapid technology shift as some experts predict, core UX design principles will have to be redefined to adapt to radically different interaction models.

The bold future of UX: How new tech will shape the industry

Part 1  Singularity and the potential impact on UX design principles

The times they are a-changin’. I know it’s a corny, overused refrain but I don’t think that it has ever been truer. Technology, as well as its impact on society, is advancing at a rapid pace, and that pace is only expected to accelerate.

Futurologist Ray Kurzweil believes that we are soon approaching a point where the computing power of tech exceeds the computing power of people. This “Singularity”, as it is called, will be fueled by a variety of emerging technologies, including artificial intelligence (AI), robotics, and nanotechnology, to name a few.

Once this Singularity hits, Kurzweil and other similarly-minded theorists believe that life will be unrecognizable to what we know today. He compares the difficulty of describing this post-Singularity society to someone today as being just as difficult as describing to a caveman how different life will be with bronze tools and agriculture.

Bringing us back to the present, how does this relate to UX?

My thoughts around this weird unknowable world of the future have started to stray toward design. Let’s think about AI and (by extension) robots. These two technologies have the potential to completely flip the paradigm of usability and user experience. The user should not have to learn how to use AI. AI is supposed to be the one learning: learning our habits and routines and learning what actions it should take in response to what’s happening around it. In UX research terminology, the user has become the stimuli and the stimuli has become the user. That is, the human is now the stimuli that the technology is learning to react and respond to.

But if you buy into the whole notion of Kurzweil’s Singularity, how do you design for a future that is (predicted to be) wildly different than anything we’ve ever known or could fathom? How can a UX designer implement traditional usability principles, such as effectiveness, efficiency, and satisfaction, or are these principles going to become a relic and left by the wayside as radically different interaction models emerge?

I’m going to tackle some of these questions in future posts in this series. Next topic: Artificial Intelligence!

What are your thoughts on all of this? Comment below and let’s get a dialogue started!

 

This blog post is the first of a series, The bold future of UX: How new tech will shape the industry, that will discuss future technologies and some of the issues and challenges that will face the user and the UX community.

Am I satisfied or stuck? The impact of ecosystems on household users

Am I satisfied or stuck? The impact of ecosystems on household users

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BOLD INSIGHT

Manufacturers building an ecosystem of devices and services should design for both a separate, personalized experience and household or shared experience.

The idea of connected devices and a connected home fascinates me – I’m all for anything that makes my life more convenient! I have Alexa in pretty much every room of my house; she’s even in my car. However, as I expand my connected home network, I have struggled with setting up additional devices and services. Powering them on and account linking is generally simple; the hard part is getting everything to work together.

In the case of Amazon devices (e.g., Echo) and services (e.g., Music Unlimited), if you are single or start from one family/shared email address, the connected home ecosystem is pretty simple. You have one account tied to all devices, Prime, and streaming products and services. However, once you introduce one or more additional family members, things get much more complicated.

In my case, my husband and I each had our own Amazon account when we met. Even when we got married, it didn’t make sense to share an account because we liked being able to have personalized recommendations and to keep our purchase history separate. Some years later, I stumbled across Amazon Household that lets you tie separate accounts together so you can share Prime benefits. After linking our accounts, I thought we’d truly have a “household” account that would allow us to share all services and content. Unfortunately, you can’t share everything (i.e, purchased content (video) and certain subscriptions).

Fast forward to my first Echo devices – I was so excited to set them up and try them out! But when I tested out the List functionality (‘Alexa, add milk to the shopping list’), nothing showed up in my app. Why wasn’t this working?! After trying different things (and a little cursing) I realized that I had set up the devices with my husband’s Amazon account since were gifts for him and therefore I had to sign into the Alexa app through his account, not mine. With Amazon Household, I didn’t think it would matter which account the Echos were tied to, but it does.

What is technically easy to set up, actually requires a high cognitive load each time I set up a device or access content because I have to remember which account I used for what. I currently have:

  • Amazon Prime account with my email address which is linked to my husband’s Amazon account (with his email address) so he can get Prime
  • Alexa app on my phone but signed in using my husband’s Amazon account for Echo devices and lists
  • Amazon Music Unlimited account signed in using my husband’s email address
  • Roav VIVA Alexa-enabled device in my car that requires me to sign into my Amazon app with my husband’s email address to get access to Music Unlimited, but to shop and see my recommendations, I must sign back into the Amazon app with my email

One could argue that I should have been more intentional when setting up all these devices and services. But in the moment I was so excited to get these things working that which account to use was the last thing on my mind. I’ve questioned if I should suck it up and start all over with a family account. But what would I gain? Possibly an easier setup process going forward and one account for everything, but lots of effort up front to reset everything. And what would I lose? Personalized recommendations, purchase privacy, and time!

Netflix and Hulu have overcome this multi-account hurdle with their ‘profile’ platform which generates separate watch lists and recommendations. Admittedly, they are much simpler systems with limited components.

There are huge benefits to having an ecosystem of devices and services in a home, whether it’s Amazon, Google, Apple, etc. The consumer benefits by (generally) having a seamless experience of integrating the devices and services and working from a similar interface or set of commands used across multiple devices. For the manufacturer, the benefits of having its ecosystem in a home means more loyal customers since, for the consumer, it can be difficult or impractical to try new devices when the home is entrenched in one ecosystem.

Many connected device manufacturers have created a great set-up-and-use experience with plug and play devices and simple mobile apps. However, manufacturers should think beyond the experience of a single user. Consider how a couple or family would set up, purchase, use, and add to the ecosystem. Consider couples who come with individual personal accounts and those who create a family account together. Also consider early adopters who have tied accounts to early versions of the system – ensure there is support to improve their experience as devices or new features are added. Some questions to ask include:

  • What content would users want to keep separate: purchase history, recommendations, watch/wish list, etc.
  • What content would users expect to share: purchased content, services, etc.
  • Can established individual accounts be tied together to form a true “household” account?

Ultimately, as the foothold of any ecosystem gets stronger, the user can either feel satisfied and happy or stuck and frustrated. And that feeling (satisfied or stuck) becomes associated with the brand.

Bold Insight’s Gavin Lew to present at Money 2020

Bold Insight team presents on voice interface design and artificial intelligence at UX Masterclass Milan

During the 13th installment of the UX Masterclass, an annual conference that brings together user experience and digital innovation experts, Managing Directors Bob Schumacher and Gavin Lew will share insights on designing the latest technology and its impact on the user experience (UX) industry. A full-day event on March 22nd in Milan, the theme of this year’s event, Beyond the Screen, highlights the challenges that design and UX professionals face in a world with increasingly complex services and more conversational, multi-channel interactions.

Schumacher’s keynote, Voice user interface (UI): Forget everything you know about UI Design, will explore some of the ways that designers need to think differently about voice to deliver successful user experiences. Designing for the screen is inherently more defined and constrained than designing for voice interaction; in his talk, Schumacher will highlight considerations for organizations as they transition to ‘Voice First’ from ‘Mobile First’ design.

Bringing a focus on artificial intelligence (AI) & UX, Lew will discuss core elements from a book he is co-authoring in which the future of AI is explored through interviews with AI experts. He will illustrate successes and failures of AI through case studies and present a UX framework to pave the way for future success.

The UX Masterclass is hosted by members of UXalliance, a network of 25 leading UX companies around the world. For more information about the event, visit http://2018.uxmasterclass.com/.

 

About Bold Insight

Bold Insight helps clients deliver outstanding experiences to their customers by understanding user expectations and designing products that seamlessly fit into their lives. The team has conducted research on hundreds of products and services delivered on a variety of platforms, including websites, software, mobile devices, medical devices, voice assistants, connected devices, and in-car navigation systems.  Email hello@boldinsight.com to discuss your next project.

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