Ten years ago I wrote guidelines on how to design interactive voice response interfaces like voicemail and cinema listings. It pains me to find systems today that are as frustrating and difficult to use as they were back then. Take UK bank Lloyds TSB for example. I called them from abroad and spent 56 seconds spitting out my account number, sort code and date of birth before they told me that their service was closed for the day. Arghh. Just tell me the office is closed up front.
The UK phone network called 3 insists on reading out the telephone number of a caller before you listen to the message. Infuriating when someone from the Ireland calls only for them to decide not to leave a message in then end. Meanwhile I had to sit through an unnatural and slow automated voice read out the following 'Message from zero zero three five three eight seven X X X X X X'. Arghh again. Just play the message and let me determine if I need the number read out to me afterwards.
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WelcomeI'm Frank Gaine. Strategist, Designer, Manager, Founder, Educator. Archives
April 2022
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