People, gather around and let me tell you why Tom Thumb delivery customer experience, although basic and non-flashy, completely kicks butt.

I’ll confess I have an ulterior motive. …


So I saw an ad on Facebook for this new Kickstarter. It’s called Car Wink. The concept’s pretty cool. It’s basically a tiny LED screen to hang on the back of your car. The idea is to facilitate communication with other motorists. It’s got various emojis you can display, along…


Disclaimer: This opinion is personal and in no way represents my employer. :)

So I haven’t written much lately because, well, busy. However. I have been trying to keep tabs on the Amazon vs. Google voice-based personal assistant contest. (Alexa in this corner, OK Google in that corner, GO!) …


Let’s say you’re already doing all of those great things we discussed in parts 1 and 2. You’ve considered the context of the caller and the mindset. You’ve implemented ways to keep your caller’s experience seamless- you’ve got automated payments and other behind-the-scenes processes in place to keep things humming…


In part 1 we talked about understanding customer mindset in a self-service customer care setting and how considering mindset can lead to specific features and offerings which will enhance customer experience (and your revenue).

But going beyond features and offerings, how else might understanding your customer’s mindset change your user…


(Apologies for the Buzzfeed-like title.)

Let’s jump right in and give away the secret, because there really is no secret. The one great thing you must do for your VUI to make it relevant, fabulous, interesting, and usable is this:

Understand your customer.

It’s incredibly simple to make that statement…


In everyday usage, a persona is a character played by an actor. When we bring this term into the UX world, the most common meaning is a fictional character who represents a customer. This fictional person is based on demographic and psychological characteristics which drive customers in the real world…


Voice User Interface Design Topic: Prompts vs. Text to Speech

Text-to-speech is everywhere these days, for example, the iPhone’s Siri, or Amazon’s Echo. Yet, many voice-response (IVR) systems still rely on a human voice talent to actually sit down in a studio and read your prompts into a microphone. …

Crispin Reedy

Veni, Vidi, VUI. (Voice User Interface Design, y'all.) Also: Voice Usability, CX, Service Design. Homepage at crispinreedy.com

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