Things to consider when using voice design
Despite the notable upsides to using VUX, like any form of technology, there are a number of factors to consider to ensure its implementation is successful.
Businesses also need to weigh up whether or not their offering is compatible with VUX. If your goal is to help better assist users with finding resources in a library setting, then VUX probably isn’t the avenue to go down.
Here are the things to be wary of:
Privacy: wherever the collection of data is involved, there will always be privacy concerns from users. Naturally, users will be cautious about sharing personal information concerning their health or finances with a voice assistant, and they might be worried about personal emails or texts being automatically read once they are received. NatWest are using voice biometrics as an alternative to passwords which can be lost or stolen. They screen incoming calls and compare characteristics like pitch, cadence and accent, to a digital library of voices connected to fraudulent activity against the bank.
User preference: as with any technology, user preference will ultimately determine how widespread adoption is. It’s a given that texting or typing is the norm for most users and they may not want to switch. Also, some users may feel a level of discomfort about speaking out loud to their phone or computer before it becomes common practice. The question is – what kind of user are you working with? Do you know what they prefer and how a voice offering could benefit them?
Public spaces: whether users are working in an open plan office, sitting in a coffee shop or commuting on public transport, can you imagine the havoc that would ensue if everyone in that space was using VUX? Would one user’s request be picked up by another device?
The key to remember here is that a multi-channel journey should be exactly that. Your users have so many options now that you need to have a considered offering across each platform that engages with that type of user. For example, a website might be used to access information, account management is best delivered through an app, while notifications and fun additional brand elements are accessible via a voice skill. There is no one-size-fits-all approach, which is why working with an experienced technical partner is vital when planning a long-term digital roadmap.