SpeechTEK Mobile Program

Track B: Voice Interaction Design – Tue, August 9 
11:45 a.m. – 12:30 p.m.

Presented by: Catherine Zhu

Who Knows What Your Callers Know?

Most IVR systems require callers to provide certain pieces of information to authenticate before completing their tasks. When the information requested
is not readily available or familiar to the caller, this results in decreased caller satisfaction and unnecessary transfers. Some systems include “I don’t know” options to allow for such cases, but is this necessary or are callers just trying to circumvent the system? This session explores ways to optimize caller satisfaction and retention using strategies from real-world examples.

Presented by: Judi Halperin

Accommodating Myriad User Populations Within Singular Speech Applications

Targeting designs to the needs, expectations, and contexts of specific user groups is key to maximizing performance and user satisfaction. However, business realities often require us to accommodate several disparate user groups within a single speech application. This talk addresses such design and performance challenges, and offers practical advice based on Tellme deployments spanning several verticals and application types.

Presented by: Elizabeth A. Strand

Track B: Voice Interaction Design – Tue, August 9 
1:45 p.m. – 2:45 p.m.

In many domains, designers rely on standards when creating user interfaces for new applications. In the field of voice user interface design, there are no widely accepted standards, although they have been discussed for years. Join us for a lively debate among experts as we discuss the potential benefits and disadvantages of creating voice interaction design standards and even if such standards are possible.

Presented by: Tara Kelly, Weiye Ma, Jenni McKienzie, Helen VanScoy, Susan L. Hura

Track B: Voice Interaction Design – Tue, August 9 
3:00 p.m. – 3:45 p.m.

Presented by: Dave Pelland

Object-Oriented VUI Design

Traditional methods for VUI design produce cumbersome documents that confuse the client and obfuscate incremental changes from the developer.
By applying proven concepts from object-oriented design methodologies and off-the-shelf software, VUI designs can become comprehensible to a wider
audience. Because object-oriented designs incorporate principles that the developers are familiar with, the gap between design and development can
be narrowed, leading to reduced confusion, increased delivery ability, and an overall improvement in the quality of the project.

Presented by: Mark W Stallings

Smart Design Tools and Rapid Application Deployment

Hear how smart design tools helped Blue Cross & Blue Shield of Rhode Island speed up a complete overhaul of its customer service application from requirements to production. Smart design tools and a smart design accelerated reviews, prompt recording, usability testing, coding, unit testing, and change management.

Presented by: Ed Elrod

Track B: Voice Interaction Design – Tue, August 9 
4:30 p.m. – 5:30 p.m.

Presented by: Judi Halperin

Sketching and Voice

Sketching is increasingly being used in the interaction design community (and elsewhere) for generating and analyzing ideas, storyboarding, and creating low-fidelity prototypes. But sketching is not usually a technique that comes to mind when designing for voice. This talk shows how sketching can uncover potential problems early in the design and can help the application better fit people and the contexts they’re in. Simple techniques will be demonstrated for sketching and modeling voice interactions.

Presented by: Mary Constance Parks

Beyond Mode-Based Design Skills. Or, When Was the Last Time You Met a Good Mouse Designer?

The use of speech in multimodal applications forces us to ask how to blend design disciplines of those who’ve done little work outside speech and IVR
and those who have worked exclusively in GUI design. This talk focuses on the need for that blend and encourages cross-mode skill training for designers and managers. The overarching goal is to enable designers to create highperformance multimodal applications that are optimized for business success and positive user experiences.

Presented by: Phillip Hunter

Track B: Voice Interaction Design – Tue, August 9 
5:30 p.m. – 7:30 p.m.

During the reception you can visit the consultants’ lounge for one-on-one discussions over drinks. 

Track B: Voice Interaction Design – Wed, August 10 
9:00 a.m. – 10:00 a.m.

Speech technologies are either just hitting their stride and about to be the next big thing or are dying a slow death due to the newfound popularity of mobile applications on smartphones. Are mobile applications competition for speech technology or a platform that will expose more consumers to the wonders of speech? The experts on this panel have widely varying opinions on the place of speech in the world of mobile applications, so join us for a lively debate.

Presented by: Walter Rolandi, Phillip Hunter

Track B: Voice Interaction Design – Wed, August 10 
10:45 a.m. – 11:45 a.m.

Presented by: Jim Milroy

How Much Would You Like to Pay?

This session explores the results of a usability test focused on making payments in a speech application. The testing methodology, goals, results, and
findings are presented. Both new and seasoned designers can benefit from this session, which provides useful and surprising data for anyone who has
designed payment features in an IVR.

Presented by: Julie Underdahl

WOZ Testing in the 21st Century

In recent years, Wizard of Oz (WOZ) testing has fallen out of favor, yielding to full-blown usability testing of coded applications. At the same time, cost-conscious IVR teams have increasingly taken their chances and skipped usability, despite the risk. Perhaps it’s time to resurrect the Wizard, warts and all! This session covers the advantages and disadvantages of WOZ, as well as practical advice on conducting contemporary WOZ tests successfully and inexpensively.

Presented by: Leslie Carroll Walker