This content originally appeared on NN/g latest articles and announcements and was authored by Tanner Kohler
Summary: Users who call organizations often find themselves in frustrating phone trees. Badly designed interactive voice response (IVR) systems violate many of the 10 usability heuristics.
“This call may be monitored or recorded for quality and training purposes. For English, please press 1…”
A phone tree (also called an Interactive Voice-Response [IVR] system) generally consists of prerecorded audio messages that are presented when someone calls a business or organization. In most cases, callers select a number on the phone keypad associated with the recorded option most closely related to their question. In an increasing number of cases, callers can also summarize their question in a short word or phrase that the system will try to recognize in order to connect them with useful information.
Aren’t phones a dying method of requesting help? In one research study, we found that users trying to complete tasks online reached out for help in 64% of cases . Of those who reached out for help, 60% decided to do so over the phone (instead of email, online chat, or social media).
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This content originally appeared on NN/g latest articles and announcements and was authored by Tanner Kohler
Tanner Kohler | Sciencx (2022-08-14T16:00:00+00:00) The UX of Phone-Tree Systems: 16 Usability Guidelines. Retrieved from https://www.scien.cx/2022/08/14/the-ux-of-phone-tree-systems-16-usability-guidelines/
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