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Ideas from Vonage: How to leverage technology to create impressive IVR experiences

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  • Companies are compromising on good UX because the voice technologies they’re using are outdated and hard to change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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If you’re a tech-led company, chances are you’re experiencing growth at an incredible rate these days. Are you hiring in a way that’s going to strategically improve your products and services? Is there a cohesive experience for your customers across touch points? Are you pausing long enough to ensure that all the late nights, pressure, and quick feature releases are actually working? Or is your organization operating as the proverbial chicken with its head cut-off?

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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Everything but numbers — defining qualities to evaluate progress in project development, designing new ways to evaluate how it responds to the assigned values and the purpose — a response to business plan assessments from a Strategic Design perspective

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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“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.

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

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.

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

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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