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The Death of Traditional IVR Technology

Article by Jennifer Taurel
  • Conversational Design, iPhone, Voice & Natural Language
IDEAS IN BRIEF
The Death of Traditional IVR Technology
  • Traditional IVR technologies often provide bad experiences – research from Vonage shows that the majority of people report having a bad experience with IVRs (Interactive Voice Response)
  • Companies are compromising on good UX because the voice technologies they’re using are outdated and hard to change
  • Vonage has partnered with OneReach.ai to quickly create impressive IVR experiences that focus on UX, and it takes days and weeks to build rather than months and years
  • Read the full article and watch the video for inspiration on voice UX from an insurance use case
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Growing Pains of the Booming Tech Industry

Article by Danielle Mallett
  • Customer Experience, Employee Experience, The Evolution of Research
IDEAS IN BRIEF
Growing Pains of the Booming Tech Industry
  • Although there are immense opportunities for tech companies to grow nowadays, many experience four types of challenges.
  • Typical growing pains concern the management of multiple digital products simultaneously, team composition, releases frequency, lack of UX research.
  • The solutions range from creating guiding experience principles to investing more in UX research.
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The Development Matrix

Article by Christian Schneider
  • Analytics and Tracking, Customer Experience, Development, Product design
IDEAS IN BRIEF
The Development Matrix

The author presents his approach to planning and progress evaluation in project development from a strategic design perspective. Some key pieces of advice:

  • Don’t underestimate the power of observation during the research stage, even if it’s hard to convey its value to stakeholders.
  • Building a “development matrix” might help to define desired outcomes and the worst-case scenario. A “development matrix”:
    • helps to define a spectrum of possible outcomes to assess how key functions performed
    • makes it easier to improve the product at different stages and take into consideration both functional and emotional expectation
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The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards

4.29 average rating

The potential of conversational AI has still to be fully embraced. Nevertheless, it’s already possible to foresee some of the strategic opportunities of its large-scale deployment. In this article, Jordan Ratner gives an insightful perspective on the transformative power that conversational AI has and how it’s going to shape the future of organizations.
IDEAS IN BRIEF
The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards
  • By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
  • One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
  • As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it’s also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.
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A Six-Minute Breakdown of Gartner’s Top Conversational AI Platforms

4.29 average rating

There’s a ton of noise, promises and exaggerations flying around. Here’s a breakdown of the sixteen conversational AI platforms in Gartner’s 2019 Market Guide.

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What Is Holistic Design? The Future of UX or a Buzzword?

  • Customer Experience, Design, Design Theory, Product design

“Holistic design” sounds like a new flashy trend that’s used without a real meaning behind it. However, the term was present long before UX design was born. Nowadays, when we use “product design” for digital products and “industrial design” for things, “holistic design” makes a comeback to UX design.

IDEAS IN BRIEF
What Is Holistic Design? The Future of UX or a Buzzword?
  • To apply holistic design principles is to consider different facets of a product, stakeholders’ interests and the environment within which it functions.
  • Best practices of holistic design consist of involving stakeholders, being sustainable, creating an ecosystem, and, last but not least, going beyond digital.
  • When it comes to holistic design in UX, it’s essential to apply design thinking and reflect on the design system, make sure that solutions are inclusive and consistently invest in UX research.
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Frame 1 Holistic Design

What is product thinking and why does it matter?

  • Customer Experience, Product design, User Adoption

The road to a good customer experience can be full of potholes. How do you navigate such a treacherous path? One key way is through product thinking.

IDEAS IN BRIEF
What is product thinking and why does it matter?
  • Product thinking is key to shaping the best customer experience possible as it helps to identify problems and solve them.
  • By providing a holistic perspective on a product it differs from design thinking and reveals the real product value for customers.
  • Because of its strategic importance, every team member should hone product thinking skills. It’s more than a working framework, it’s a mindset, a culture of customer experience.
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UX Case Study: Encouraging Secondary Research in Design

  • Research Tools and Software

Clear processes for secondary research are rare. Some ideas on how to improve the way designers collect and document existing knowledge.

IDEAS IN BRIEF
UX Case Study: Encouraging Secondary Research in Design
  • Teisanu Tudor started an exploration of around 47 designers, managers, and researchers in order to figure out how they could enrich secondary research.
  • There are a few designers author talked to who run exploratory research studies before sketching out any ideas.
  • Before diving into visual work, there are plenty of sources that could (and should) provide crucial insights for building a foundation.
  • Equipped with feedback from that 47 people, Teisanu Tudor explores the idea of designing a refined aggregator to help product designers obtain a diverse and comprehensive range of data while conducting the secondary research.
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