Sensis Voice 2 Way SMS
This project sought to extend the capabilities of 1234 by allowing people to text requests rather than call. In order to develop the correct system (which included software) we needed to analyse dialogue between Users and Agents (receptionists), and get to the nuances of request types, clarification variations and successful answers. In a unique non verbal exchange we also needed to understand: User's circumstances and needs – urgency, location, spelling and grammar; Agent circumstances – the ability to report abuse, conversation history, Agent support, local and non-local knowledge; and of course the Business – costs, staff acumen, support, etc.
Responsible for: recruitment, participant tasks and preparation, fielding requests via scenarios, recording user sessions and analysis, software concepts, screen designs, interaction design.
