Comments on: The never ending VUI battle: Complexity vs. Simplicity - Round 1 http://www.vuidesign.net/the-never-ending-vui-battle-complexity-vs-simplicity-round-1.htm Interface Design Lessons From The World Around Us Thu, 16 Oct 2008 02:26:21 +0000 http://wordpress.org/?v=2.1 By: Todd http://www.vuidesign.net/the-never-ending-vui-battle-complexity-vs-simplicity-round-1.htm#comment-59 Todd Tue, 03 Apr 2007 19:38:36 +0000 http://www.vuidesign.net/the-never-ending-vui-battle-complexity-vs-simplicity-round-1.htm#comment-59 Hi there. There's one big difference though between the voice apps that we design and an mp3 player or stereo that people buy in the store. Generally, callers don't choose where they will do business based on the telephony infrastructure of the business. If a caller is a customer of the company, they have little choice but to deal with the company (through one channel or another) or take their business elsewhere. They may decide to interact with the company through various channels depending on certain circumstances. There can be a lot of functionality in an application, but the company's business rules will really determine how complex or simple the application is. Todd Hi there.

There’s one big difference though between the voice apps that we design and an mp3 player or stereo that people buy in the store. Generally, callers don’t choose where they will do business based on the telephony infrastructure of the business. If a caller is a customer of the company, they have little choice but to deal with the company (through one channel or another) or take their business elsewhere. They may decide to interact with the company through various channels depending on certain circumstances.

There can be a lot of functionality in an application, but the company’s business rules will really determine how complex or simple the application is.

Todd

]]> By: eolvera http://www.vuidesign.net/the-never-ending-vui-battle-complexity-vs-simplicity-round-1.htm#comment-167 eolvera Tue, 10 Apr 2007 01:42:37 +0000 http://www.vuidesign.net/the-never-ending-vui-battle-complexity-vs-simplicity-round-1.htm#comment-167 Agree. Nevertheless, I believe that the same things happened in the retail world a few years ago and have evolved over time. Therefore it is fair for things to evolve in the world of voice apps as well. For example, the iPod wasn't the first mp3 player to reach the market (either the second, third or even fifth), yet its success comes from the fact that Apple was one of the first companies to attempt to understand the entire "music listening" experience. They understood customers expected a certain level of features but by the same token they knew success would come from making the entire process simple and straightforward. The integration with iTunes, the innovative navigation mechanisms, the simplicity with which you can upload and download songs, even the fact that it works and you can listen to music out of the box all add up and translate into what I would consider a great experience. I know some customers don't have a choice but to deal with a certain company, but with a world that is shrinking as it becomes more and more connected, it should become apparent that differentiation will not come solely from price or features but from service. Agree. Nevertheless, I believe that the same things happened in the retail world a few years ago and have evolved over time. Therefore it is fair for things to evolve in the world of voice apps as well.
For example, the iPod wasn’t the first mp3 player to reach the market (either the second, third or even fifth), yet its success comes from the fact that Apple was one of the first companies to attempt to understand the entire “music listening” experience. They understood customers expected a certain level of features but by the same token they knew success would come from making the entire process simple and straightforward.
The integration with iTunes, the innovative navigation mechanisms, the simplicity with which you can upload and download songs, even the fact that it works and you can listen to music out of the box all add up and translate into what I would consider a great experience.

I know some customers don’t have a choice but to deal with a certain company, but with a world that is shrinking as it becomes more and more connected, it should become apparent that differentiation will not come solely from price or features but from service.

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