Designing the voice experience
The next wave of user experience has arrived: ambient computing. Enter a room, tell Alexa to turn on the light; ask Google Home what your meetings are for the day. No keys, no clicks, just voice. That is, the real innovation at this moment is how we will interact with our devices. UX design has moved from early web to mobile to the next stage: voice and voice computing.
Design a natural-feeling voice interaction that adapts with the customer
Begin to unpack some of the frequent things that customers do and then design voice services around that. Start simply and answer these questions:
What can I build that adds value?
Why do people send emails?
Why do people call the call center?
In order to get to a frictionless voice interface design, the UX research is not all that different from building other user interfaces. It’s about the people, the environment, and the tasks.
To capture data and reach users, we’ve set up labs at conferences, designed voice labs in our facility, and conducted remote testing. Whether you are incorporating voice into your existing product or designing a whole new experience for your users, we are on the cutting-edge of research techniques to evaluate and measure the UX.
I found myself discussing what can be done to increase the extent to which voice recognition systems are seen as a benefit rather than an annoyance with the research sponsors, and I said the same things as I said 10 years ago… improve the system to support and...
Good design involves understanding and incorporating core UX elements (people, environment, and tasks), but frictionless voice UI design needs more: UX designers need to understand the idiosyncrasies of voice as a medium. What we learn, and how those insights are translated into a voice interface design is a new challenge for UX design.