Articles by Jason Telner

Jason Telner, PhD, is a senior user experience designer and researcher within IBM’s CIO design team. He has over a decade of UX design and research experience with several years of experience working specifically on voice interface design and research for customer support applications at IBM. Twitter: @jtelner

Designing Great Voice User Interfaces—More than Creating Good Conversations

Figure 1. Voice user interfaces in our everyday devices.

Interactive voice responses (IVR) have been becoming ubiquitous in customer support call centers since the early 2000s. But designing for these conversational experiences presents unique challenges compared to traditional graphical user interfaces. To help readers navigate this emerging space, the authors share a case study in researching and designing for the IBM Technical Support Phone System. [Read More]