Top 5 VUI Dialog Design Guidelines for Handling Errors - #6 of 5 (Extra Credit)
Posted by: eolvera, in Usability, Dialog Design
As an added bonus for all those VUI Designers out there, I want to add one more guideline for handling errors when designing Voice User Interfaces:
Guideline #6: Be relevant
Throughout the system, any good design should strive to obtain as much information as possible from user profiles, back ends or any other sources of information so that the customer experience is as personalized as possible.
At a minimum, the only options that should be presented to a caller are those that are relevant to them and what they are trying to accomplish in the system – in other words, cross-selling, advertising and marketing efforts should only be employed if the caller requests them or are relevant in the current context, without interfering with the task.
Furthermore, the interaction should reflect the status and events that occurred during that interaction. For example, if a caller is taken back to a “main menu” after successfully completing a transaction, then the system should now offer as part of the choices the option to hang-up. Furthermore, if the data shows a strong correlation between certain choices (e.g. one being used after another one), then that choices should be presented to the caller first, and if possible and if the caller had already declined to repeat the same successful task again (e.g. said no to performing another money transfer), then that task choice should be moved towards the end of the list.