Tag Archives: IVR testing

The eternal battle between the VUI Designer & the Customer

7 Dec

I promised some time ago to put up the slides of my presentation at this year’s SpeechTEK Europe 2010 in London, the first SpeechTEK to have taken place outside of the US. My presentation, “The Eternal Battle Between the VUI Designer and the Customer“, was on Wednesday 26th May 2010 and opened the “Voice User Interface Design: Major Issues” Session.  It went down really well, and I had afterwards several people in the audience tell me about their own experience and asking me for tips on how to deal with similar issues.

Here is a PDF with the presentation slides:

Maria Aretoulaki – “The Eternal Battle Between the VUI Designer and the Customer” (SpeechTEK Europe 2010 presentation)

Maria Aretoulaki – “The Eternal Battle Between the VUI Designer and the Customer” (SpeechTEK Europe 2010 presentation)

Maria Aretoulaki – SpeechTEK Europe 2010 presentation UPDATED ppt

And here’s the gist of it:

VUI Design is preoccupied with the conception, the design, the implementation, the testing, and the tuning of solutions that work in the most efficient, secure and non-irritating for the user manner. Well, realistically that’s what VUI Design can achieve. In an ideal world, the VUI Designer would actually strive to create speech applications that – apart from taking into consideration the customer’s financial and brand requirements – would also fit the caller’s needs, goals and preferences. The initial Requirements analysis should bring both in focus. So much is already known and accepted both amidst the VUI Designers and the customers.

The problems start just after they all leave the meeting room and start working on the implementation: Call flow design, system persona development and prompt crafting, but even recognition grammars, all seem to fall victim of a war of words and attitudes between the VUI Design expert who has seen systems being developed and spurned before, and the customer with his tech-savvy business team and their technical architects and programming geniuses, who all think they know what callers want and how call flows should be structured, prompt wording crafted and grammars written, just because they have got strong opinions! Even the results of Usability tests are liable to different interpretations by each side.

This presentation pinpoints common pitfalls in the communication between a VUI Designer and customer employees and recommends ways to resolve conflicts and disagreements on the application design and implementation.

Credits:

SpeechTEK Europe 2010 was organised by:

Information Today, Inc.
143 Old Marlton Pike
Medford NJ 08055 U.S.A.
Phone 1 (609) 654-6266.
http://www.infotoday.com

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The Loneliness of the long-distance … VUI Designer!

13 Jun

On Friday 11th June, I took part in the “Pathways” event organised annually by the University of Manchester Career Service to support PhD researchers as well as research staff in “making career choices, exploring future plans and discovering the breadth of opportunities available to them“. I was Guest Panellist at 3 different Sessions:

  1. Opportunities for Engineering and Physical Sciences
  2. Working as a Freelancer or Consultant and
  3. Enterprise, Entrepreneurship and Business Start Up

The University of Manchester Logo

As a University of Manchester graduate (well, technically UMIST, I felt compelled to take part in those Question and Answer panels in order to give some insight on how a career can develop: from a Bachelors in English & Linguistics in Greece, to a Masters of Science in Machine Translation and a Doctorate in Automatic Text Summarisation in the UK, to a Post-Doctoral Fellowship in Spoken Dialogue Management and a position as a Research Project Manager in Germany, to working in Industry both as a full-time employee and as an external contractor as a Voice User Interface (VUI) Designer in Germany, the UK, Switzerland, the US and further afield. It’s been a fascinating journey for sure! And I probably would never have arrived where I am now, if I hadn’t done those degrees or taken up those jobs in those specific places.

Have a look at the Guest Speaker profiles, including mine (p. 24), here: http://www.careers.manchester.ac.uk/media/media,172749,en.pdf

Some very inspiring career journeys!

I have to say I have thoroughly enjoyed the whole journey, the projects I have worked on, the people I have met on the way, the different organisational cultures I had the chance to experience. Plus, I wouldn’t change what I do now for the world! I love working as an external contractor and coming in to design speech self-service systems and voice-to-text services from scratch, or optimise existing ones, and the whole development, testing and tuning cycles:

  • writing functional specification documents
  • defining the system persona
  • drawing call flows
  • crafting system messages and coaching voice talents for the recordings
  • writing speech recognition grammars and pronunciations
  • devising and carrying out Wizard-of-Oz tests and Usability tests (including recording test subjects on video and interviewing them afterwards!)
  • transcribing and analysing phone calls
  • writing tuning reports

Everything is a lot of fun! It’s also great to be bringing in the same VUI Design processes and skills in different organisations and projects, and also getting to work at different places in the world at any one time! I love the variety of work and location of work, as well as the flexibility to work anytime and from anywhere! (Yes, working on your laptop – iPad soon – from a beach in the Caribbean is no longer a daydream but a realistic plan! :))

working on a deserted beach in the Caribbean is no longer a daydream!

Okay, it does get lonely. No gossiping in the kitchen during coffee breaks and no Christmas office parties. I still get to have probably as many face-to-face project meetings and conference calls as the average office worker though. We all have to work independently and in isolation, when analysing data or composing a report anyway. Only office workers have also got the hectic running-around of their colleagues and lots of intrusive and loud phone calls they have to unwillingly witness in silence. So my loneliness is a very content one! 😀