VUI Design SERVICES

Evaluate your existing IVR against proven best practices and successful real-world implementations. We provide a report with quantified measurements and recommendations so you can make effective design decisions. Apply the recommendations for quick-hit telephone user interface improvements. 

EIG works with you to develop a Strategic Plan, following a planning process that guides the analysis of your existing IVR and agent services. The result is a detailed, step-by-step plan to improve service for your customers.

This disciplined process evaluates the business case, prioritizes functionality, explores of success, and quickly creates an high-level model the target system behavior. It reduces project risk and maximizes the return on investment.

The deliverable is a strategic planning document that draws on data analysis, stakeholder interviews, and a one- or two-day on-site working sessions.

Quality VUI Design is essential whether you’re working with IVR in Speech, Touch-Tone (DTMF), or natural language understanding (NLU).

The quality of the design directly affects the success of your application. A successful design will allow your customers to clearly understand how they can achieve their goal – leading directly to improved customer satisfaction, self-service containment, and reduction in cross-transfers.

EIG will lead a comprehensive process of requirement discovery, analysis, review, and usability testing. Based on over twenty years of experience, the designs we create with you will reflect best conversational design practices and also address the different needs of reviewers, business stakeholders, programmers, grammar builders, recording studios, and testers.

Video Usability, or “Wizard of Oz,” testing calibrates important design features with real users – but without the expense, delay, and risk of testing in a live application. We test with a simulation of your service that allows callers to interact with a design “in the lab” where it’s easy to see what works (and what doesn’t) and to quickly try out alternative scripts and navigation. We address each project with a process that we’ve honed across hundreds of usability tests:

 

• Develop and review a detailed test plan
• Manage the logistics of recruiting and testing with our mobile usability lab at your site or
• elsewhere in the world
• Conduct testing using our unique, high-fidelity simulator
• Deliver a concise, multi-media report of findings and recommendations

Trial a new design with hundreds (or thousands) of live calls without any need for complex development or integration. Live Traffic Wizard tests can go live within days of the original concept. We provide rapid statistical feedback on the performance of your new touch-tone, speech, or hybrid design. We can test alternative design elements and even collect post-call customer satisfaction data.

Specially developed test equipment is brought to your call center and simply plugged into your phone headset jacks. EIG researchers collaborate with you to create a perfect simulation of the trial dialog which can include identification, validation, and personalized delivery of account data to your callers. Callers can self-serve or transfer to dedicated call center agents who can provide agent-assisted service *and* to collect additional data for later analysis

We’ll develop and review a detailed test plan; manage the logistics of testing in your call center; build the simulation; conduct testing using our unique, high-fidelity wizard IVR simulator; and deliver a concise, multi-media report of findings and recommendations.