Very interested in the opinions of blind / VI people and looking for
examples of good and bad phone IVR systems, where you were pleasantly
surprised how easy it was, and at the other end of the scale, where you
were just about ready to smash the phone!
It doesn't matter if it's a bank or some other kind of system where I might
not have a login, just the first few interactions should give me an idea of
the system in use. Even an automated helpline - as long as I'm not going to
be bothering a real person.
In you're wondering why, then for those that don't know, I'm the developer
of the talking newspapers over the phone system which currently uses a
"press a number" system. While doing it that way is very fast and
responsive, I am surprised by the number of people using mobiles, and the
popularity of saying a number rather than pressing a button, even when the
button method was far faster.
The two are related, as the act of removing a mobile from the ear to then
locate the virtual keyboard is a pain in itself.
And as more content gets added, there's a danger of moving from one level
of menu to multi-depth menus, which is where even the most ardent button
pusher starts to get pissed off! And as this system is actually aimed at
people who may not be so comfortable with new technology and may not even
use the internet, it has to feel and sound natural. Think "Alexa over the
phone for specific content" really.
So I'd be really greatful if you could let me know what the number is and
why - if it's a number which might interest others on the list then maybe
post here if the mod is OK with it, otherwise possibly best to email
privately at hello@xxxxxxxxxxxxxxxx .
Many thanks,
Jonathan
