UI Suggestions: IVR on call type pad essential options we need!

👋🏼Hi people,

All of us must have many times called different companies customer care numbers.

They use a system called IVR (Interactive Voice Response)

Specifically, Banks, Credit Card customer care number processes the caller by IVR system.

They will ask you to press numbers to choose language and which section of service do you want to go.

After that they will ask you to enter 16 digit account number or credit card number.

Each session in IVR system has a time out session limit. So the clock ⏰ is ticking and we are in a hurry to fill in the required digits. Usually, this timeout session stresses out the user and chances are higher to feed in wrong digits.

“I am not an IVR system and Type Pad expert.”

I am presenting suggestions as a user. Considering current pain points we all go through.

CURRENT SITUATION

Here is a screenshot of current type pad options available while a user is on IVR call.👇🏼

The current on call type pad screen and available options

SUGGESTIONS

ADD-ON USER INTERFACE

1•

Cursor movement

While we are entering numbers into the IVR type feed line. We can not go to the digit we have mistakenly entered.

Example 01:

This in the case we have feed all 16 digits but 1 digit is fed incorrectly.

Let say on the 3rd number.

There is no way to go there and correct that particular digit/ character. So a UI feature of cursor (type line) movement will save a big hassle of getting a IVR answer: “ Sorry that was a wrong entry!”

And call gets disconnected.

Need a cursor movement UI feature in type line.

2•

Backspace (deleting typed digit)

Similarly, there is no backspace (deleting typed characters) feature.

If a user wants to delete last few digit/ characters typed… there should be a backspace/ deleting typed characters facility.

It will improve overall user experience and save frustration of redialing customer care IVR system again.

These phone lines are sometimes have long waiting time… saying you are caller number 14 approximately wait time is 7 minutes… etc.

There is a need of Backspace (deleting icon) UI feature

I sincerely, hope phone makers will look into these pain points and suggestions.

DISCLAIMER:

All the images/screen shots, videos and links shown here belong to respected owners and shared here for appreciation purpose.

PS:

This post was written in Samsung Members “tech talk”category.

“Unfortunately, forum administration marked the post hidden. So I had to rewrite it on an open platform where autocratic admin can not do much.”

TAGS:

#on_call #type_pad #keyboard #ui #suggestions #ivr #cursor #backspace #doodles #icons #interactive_voice_response #mockup #screenshot #rough #user_interface #samsung #note9 #samsung_members #forum #tech_talk #admin #hide #the_post #newpost #medium #ux #improve #userexperience