The Experience Void: Why Phone Interaction Needs You to Care about It
Session Title
The Experience Void: Why Phone Interaction Needs You to Care about It
Presenter
Phillip Hunter, design – outloud
Session Type: Discussion
There is increasing awareness that consumers today can interact with and about a company 24 hours a day. Because of that, our focus as designers must turn from simply optimizing individual channels to embracing and creating the multifaceted experiences now possible. Taking a broader look across all the ways that consumers interact with companies provokes a question: why is the phone channel still allowed to produce so much frustration, anger, and alienation? A recent survey shows that more than 75% of people prefer to use the phone to contact a company, but as little as a third of those get satisfaction on the first call. Why is it that a customer channel accessed by millions daily has not improved significantly along with that of parallel channels such as company Internet sites? What would it take to begin a turn-around and start satisfying and even delighting callers over the phone? How would such a strategy tie into, even be influenced and led by, bricks-n-mortar, web, and social media strategies? This session will explore the roots of the problems that give life the IVR beast we know today, how interaction design and some business savvy can help, what’s needed to achieve real change, and what your part in the effort should be, even if you don’t know what IVR means.
I’d like this session to be a discussion framed by some presentation materials.
Biography
Phillip Hunter, Principal at design – outloud, has used his broad interaction and experience design background to create advanced speech, desktop, web, and mobile applications. He’s built successful teams, led Fortune 500 projects, and invented processes and tools. His work, some award-winning and patented, spans the spectrums of start-ups to Fortune 500 and local to global companies.
Discussions
The Experience Void: Why Phone Interaction Needs You to Care about It
Session Title
The Experience Void: Why Phone Interaction Needs You to Care about It
Presenter
Phillip Hunter, design – outloud
Session Type: Discussion
There is increasing awareness that consumers today can interact with and about a company 24 hours a day. Because of that, our focus as designers must turn from simply optimizing individual channels to embracing and creating the multifaceted experiences now possible. Taking a broader look across all the ways that consumers interact with companies provokes a question: why is the phone channel still allowed to produce so much frustration, anger, and alienation? A recent survey shows that more than 75% of people prefer to use the phone to contact a company, but as little as a third of those get satisfaction on the first call. Why is it that a customer channel accessed by millions daily has not improved significantly along with that of parallel channels such as company Internet sites? What would it take to begin a turn-around and start satisfying and even delighting callers over the phone? How would such a strategy tie into, even be influenced and led by, bricks-n-mortar, web, and social media strategies? This session will explore the roots of the problems that give life the IVR beast we know today, how interaction design and some business savvy can help, what’s needed to achieve real change, and what your part in the effort should be, even if you don’t know what IVR means.
I’d like this session to be a discussion framed by some presentation materials.
Biography
Phillip Hunter, Principal at design – outloud, has used his broad interaction and experience design background to create advanced speech, desktop, web, and mobile applications. He’s built successful teams, led Fortune 500 projects, and invented processes and tools. His work, some award-winning and patented, spans the spectrums of start-ups to Fortune 500 and local to global companies.