For Customer Experience Professionals

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	October 4, 2004 Speech Helps Boost Phone Self-Service Design Best Practices For Realizing The Benefits Of Voice User Interfaces by Moira Dorsey with Bruce D. Temkin, Nicole Belanger, Elizabeth Backer

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Executive Summary

Interface design best practices can improve any phone self-service interface. But speech interfaces have advantages over touchtone in terms of the types of interactions they support and the resulting business benefits. However, this added sophistication leaves even more room for error — making disciplined application of a user-centered design process applied by trained interface designers critical for success.

TABLE OF CONTENTS

• Speech Interfaces Improve Phone Self-Service Results
• Where To Find The Biggest Benefits From Speech
• Best Practices For Designing Speech Interfaces

RECOMMENDATIONS

• Getting Started With Speech For Phone Self-Service
• Supplemental Material
• Related Research Documents

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