Voice Recognition and Information Architecture: Best Friends?
I’m just going to say right off the bat- voice interfaces for technology are information architect’s best friend, and then they’re not (right now).
If you think about the definition of Information Architecture: Organize and structure information to improve findability and discoverability- one might think that voice recognition technology might be both the user (you’re literally just talking to a device) and designer’s (there is no visual component) best friend from a simplicity standpoint. But, looking into the landscape further, it might be a love/hate relationship for both sides.
It’s pretty crazy to think that Siri has been around for ten years already. Right now, Google Assistant helps you out with actions like finding a music station to play, what the weather is, online clothes shopping, ordering food delivery, sending messages through message boards, checking the news, and sending snaps through Snapchat. Other platforms allow you to write emails and search the internet.
There is still a trust curve on how much we allow voice recognition to take over for us. Actions that require buying and ordering something are only used half the time with users, and that’s mostly on a monthy timeframe.
Where Voice User Interface is going:
Some of the areas that voice recognition is being incorporated are: banking, healthcare, voice biometry (your voice as a security “thumbprint”), transcribing corporate meetings and journalists' interviews, catching criminals, making public transportation more accessible, and instant foreign language translation. One key benefit is accessibility for visually impaired users. Others, doctors having more 1:1 time with their patients, journalists capturing the entire story, execs not missing important details of a meeting. Oh, and obviously catching criminals, would be a key benefit.
Where Users and Designers are going:
The two biggest hurdles a user has to overcome, in relation to voice recognition, are trusted with these digital devices, and patience. When we are not directly handling our money, we feel a sense of control and are still overcoming the disbelief that these devices and accurately complete transactions. These devices aren’t 100% “smart” enough yet, to understand the tone of voice, and the context of our words. Right now, the user needs to be comfortable with these devices saying “I don’t know”, rather than any word, that could be incorrect.
From a designer’s, standpoint, particularly an Information Architect’s, - how do you organize and structure information for a device that is mostly vocal, and extremely less visual? You’re not able to provide a multitude of options for a user’s request vocally as you can visually.
As AI is still in its infancy, the IA will have to organize the information provided to the user, very concisely, and be comfortable acknowledging to the user, “I don’t know”. This will decrease as AI better understands tone and context. Also, as most search engine suggestions are based off user data, the IA will need to construct the VUI to answer precisely and what’s relevant to the user.
Right now, what IA’s CAN DO, that is in their control, is provide structured information on HOW to use the voice technologies and what to expect. As most users are new to the product/concept, their expectations are very open-ended, and this can help manage their expectations.
How far do we want to go with voice assistants?
It’s always the dilemma with technology- what’s good for the mental health of a population (which is very subjective) versus seeing just where technology can take us.
Most can recall the movie, Her, with Joaquin Phoenix. The first of its kind to demonstrate where these voice assistants can lead us psychologically and emotionally, rather than just help us write emails. (Barely any article can be written about voice technology without mentioning this movie.)
This movie is from 2013, and we all thought that’d we’d be a long way off from ever having a relationship in this manner with technology.
