First of all, we execute a comprehensive and disciplined process to map business goals to design requirements and proceed from there. While we’re guided by best practices, we’re not shackled by prefabricated solutions.
Second, we objectively apply the right technology to solve business needs, whether or not that technology is the one receiving the most industry “hype.” We’re not tied to particular vendors.
Our methodology starts by assessing business needs and priorities independent of what is currently in place. That is, we create a long-term design plan that “future proofs” the IVR. Once the ideal state is captured in a high-level design, we then map a path from the current IVR design to the future state and prioritize phased improvements that minimize disruption to the callers and the enterprise. (It’s worth pointing out that “Phase 0” generally targets design problems that can be addressed immediately for significant usability improvements – the “quick fixes.”)
We then develop the detailed design using a hierarchical, top-down approach. The goal is to make the most effective design possible, not only for the callers but also for ongoing system administration. We use a number of custom tools to simplify the design process.
The EIG approach ensures that the design is fundamentally effective as a first step. That is, the design must allow callers to get accurate and timely answers to questions and to fully complete transactions or transfer out of the IVR to the proper skill set as appropriate. From that, we ensure the design is fast and efficient.
Finally, we address the aesthetics of the design in terms of “personality”. It’s worth noting that EIG designs tend to emphasize a professional rather than a cute and chatty persona. Our goal is to serve callers, not to draw attention to the IVR.