Articles by Jon Temple

Jon Temple, PhD, is a senior UX designer at IBM, in CIO Design, with over 20 years of experience in user-centered design and research. He has recently been involved in customer support application projects using chatbots, search, and voice interfaces. Twitter: @jongtemple

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]