Hi all, My organization runs a number of IVR systems for information delivery, and one issue we often run into is that users find the interface a bit awkward or hard to navigate. We have experimented quite a bit internally with adjusting the structures of menus, ordering, phrasing etc. But we feel like there must be some knowledge/experience out there and that it shouldn't be necessary to rediscover most of this ourselves. Does anyone have recommendations for resources with info on best practices for IVR design? Or contacts in organizations/companies that have a lot of experience with this? Kind regards, Sam
I don’t know the answer, but there’s a good possibility that a fine lady who records professional IVR prompts knows where to point you: Allison@theivrvoice.com <mailto:Allison@theivrvoice.com> --- John Boteler BnC Group U.S.A. From: Sam van Herwaarden Sent: Friday, 9 October, 2020 03:44 To: FreeSWITCH Users Help <freeswitch-users@lists.freeswitch.org> Subject: [Freeswitch-users] IVR UI/UX design Hi all, My organization runs a number of IVR systems for information delivery, and one issue we often run into is that users find the interface a bit awkward or hard to navigate. We have experimented quite a bit internally with adjusting the structures of menus, ordering, phrasing etc. But we feel like there must be some knowledge/experience out there and that it shouldn't be necessary to rediscover most of this ourselves. Does anyone have recommendations for resources with info on best practices for IVR design? Or contacts in organizations/companies that have a lot of experience with this? Kind regards, Sam
Generally speaking: - The more options in a menu the more chance your caller will need to have a menu repeated; - Always tell most used options first so that the caller doesn't stay long in the IVR; - Use 3x3 or 4x4 matrix - e.g. 3 levels deep w/3 options each at a maximum; - Always provide a key to repeat the menu and optimize the waiting time for key input so that callers have enough time; - Use the same voice across the menu options; - Optimize each sentence - they must be short but very informative; - Be consistent; e.g. same way of telling the options across the menus; - Hang up after 3 wrong options - this also avoids lingering calls On 2020-10-09 09:22:22, "Bote Man" <botelist@gmail.com> wrote: I don’t know the answer, but there’s a good possibility that a fine lady who records professional IVR prompts knows where to point you: Allison@theivrvoice.com --- John Boteler BnC Group U.S.A. From: Sam van Herwaarden Sent: Friday, 9 October, 2020 03:44 To: FreeSWITCH Users Help <freeswitch-users@lists.freeswitch.org> Subject: [Freeswitch-users] IVR UI/UX design Hi all, My organization runs a number of IVR systems for information delivery, and one issue we often run into is that users find the interface a bit awkward or hard to navigate. We have experimented quite a bit internally with adjusting the structures of menus, ordering, phrasing etc. But we feel like there must be some knowledge/experience out there and that it shouldn't be necessary to rediscover most of this ourselves. Does anyone have recommendations for resources with info on best practices for IVR design? Or contacts in organizations/companies that have a lot of experience with this? Kind regards, Sam
++ Vote for Frederic Jean. One more: Make sure you always use the standard '0' or '9' as the xfer to operator agent, if you have one. Prashant On Fri, Oct 9, 2020 at 7:49 PM Frederic Jean <makafre@gmail.com> wrote:
Generally speaking:
- The more options in a menu the more chance your caller will need to have a menu repeated; - Always tell most used options first so that the caller doesn't stay long in the IVR; - Use 3x3 or 4x4 matrix - e.g. 3 levels deep w/3 options each at a maximum; - Always provide a key to repeat the menu and optimize the waiting time for key input so that callers have enough time; - Use the same voice across the menu options; - Optimize each sentence - they must be short but very informative; - Be consistent; e.g. same way of telling the options across the menus; - Hang up after 3 wrong options - this also avoids lingering calls
On 2020-10-09 09:22:22, "Bote Man" <botelist@gmail.com> wrote:
I don’t know the answer, but there’s a good possibility that a fine lady who records professional IVR prompts knows where to point you:
Allison@theivrvoice.com
---
John Boteler
BnC Group U.S.A.
*From:* Sam van Herwaarden *Sent:* Friday, 9 October, 2020 03:44 *To:* FreeSWITCH Users Help <freeswitch-users@lists.freeswitch.org> *Subject:* [Freeswitch-users] IVR UI/UX design
Hi all,
My organization runs a number of IVR systems for information delivery, and one issue we often run into is that users find the interface a bit awkward or hard to navigate. We have experimented quite a bit internally with adjusting the structures of menus, ordering, phrasing etc. But we feel like there must be some knowledge/experience out there and that it shouldn't be necessary to rediscover most of this ourselves.
Does anyone have recommendations for resources with info on best practices for IVR design? Or contacts in organizations/companies that have a lot of experience with this?
Kind regards,
Sam
_________________________________________________________________________
The FreeSWITCH project is sponsored by SignalWire https://signalwire.com Enhance your FreeSWITCH install with disruptive priced SMS and PSTN services. Build your next product on our scalable cloud platform.
Join our online community to chat in real time https://signalwire.community
Professional FreeSWITCH Services sales@freeswitch.com https://freeswitch.com
Official FreeSWITCH Sites https://freeswitch.com/oss https://freeswitch.org/confluence https://cluecon.com
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As an example: when I call a place for the first time, I have to hear the whole menu to see which option sounds closest to what I need. Of course by that time I've forgotten which digit it is, and I need to listen again. On Fri, Oct 9, 2020, 5:12 PM Frederic Jean <makafre@gmail.com> wrote:
- The more options in a menu the more chance your caller will need to have a menu repeated; - Always provide a key to repeat the menu and optimize the waiting time for key input so that callers have enough time;
Thanks, all, for the useful input! On Wed, Oct 14, 2020 at 4:53 PM Avi Marcus <avi@avimarcus.net> wrote:
As an example: when I call a place for the first time, I have to hear the whole menu to see which option sounds closest to what I need. Of course by that time I've forgotten which digit it is, and I need to listen again.
On Fri, Oct 9, 2020, 5:12 PM Frederic Jean <makafre@gmail.com> wrote:
- The more options in a menu the more chance your caller will need to have a menu repeated; - Always provide a key to repeat the menu and optimize the waiting time for key input so that callers have enough time;
_________________________________________________________________________
The FreeSWITCH project is sponsored by SignalWire https://signalwire.com Enhance your FreeSWITCH install with disruptive priced SMS and PSTN services. Build your next product on our scalable cloud platform.
Join our online community to chat in real time https://signalwire.community
Professional FreeSWITCH Services sales@freeswitch.com https://freeswitch.com
Official FreeSWITCH Sites https://freeswitch.com/oss https://freeswitch.org/confluence https://cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users https://freeswitch.com
participants (5)
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Avi Marcus
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Bote Man
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Frederic Jean
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Prashant Lamba
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Sam van Herwaarden