My team and I are working with Expedia to improve their voice user interface (VUI). The VUI is a skill for Amazon Alexa which allows users to get information about their trips and ask about or search for flights, hotels, or car reservations through voice commands.
To understand the Expedia VUI, we first developed an interaction flow diagram for its existing functions. We tested each possible command and examined the flow of the conversation. In some cases, the user reached a dead end or continuous loop, and they chose to end the interaction. The diagram displays three common statuses that a user might have when interacting with the Expedia skill: 1) not signed in to their Expedia account, 2) signed in, without upcoming trips, and 3) signed in, with upcoming trips.
Does the Alexa Skill provide appropriate detail in its search results for users to make an informed booking? If not, why not?Are users satisfied with the conversation flow? What barriers do users encounter while communicating through the Expedia skill?
These are a few of the questions we aim to answer in our usability test.
In the Usability Study Plan, we defined our participant characteristics, tasks, facilitation approaches, and data metrics. I can't share all the details, but some of the tasks that we will ask our participants to do include: 1) Searching for a flight, and 2) Reviewing trip details.
After creating our study plan and reviewing it with our client, we developed a test kit. The test kit includes screening surveys, scripts, written scenarios and updated tasks, all test questions, and forms for the researcher to use for data collection and notes.
How did our usability test improve Expedia's VUI? We are currently still working with Expedia on this study! Stay tuned for more!