Bob Morse
Conversational Design Porfolio
Native Voice
Conversational AI for Consumer Voice Assistants
Genesys
Conversation Design for Fortune 500 Voice Assistants
For Genesys, I completed numerous conversational UI design projects for both chatbots and IVR systems. The specific projects that I worked on included:
Chatbot UX design for Blue Cross Blue Shield of Tennessee
Call flow and conversation design for The Hartford
Call flow design for Humana
Call flow and conversation design for TD Insurance
UX audit and analysis for Xerox IVR
Nuance
Voice User Interface Design for Natural Language IVR Systems
I’ve done extensive work for Nuance on all aspects of voice user interface design and evaluation for large-scale complex corporate IVR systems. This has included gathering user requirements, creating conceptual VUI designs, creating and documenting complex, detailed VUI designs, conducting usability testing, and evaluating system performance.
Xtone
Voice and Visual UI Design for Multi-modal Mobile Applications
Xtone was a startup that had the goal of bringing Siri-like capabilities to a wide variety of mobile apps. They worked to create the infrastructure to allow app developers to add these capabilities. I worked as the Director of Conversation Design.
Vanguard
I worked on many of the IVR systems used by Vanguard’s retail and institutional clients. My work included:
Usability testing to evaluate current IVR performance
Competitive analysis of other mutual fund company’s IVR systems
Writing and producing sample dialogs to illustrate new system capabilities.
Full-stack VUI design: creating call flows, writing prompts, and creating VUI design specifications.
Usability testing of prototype IVR systems.
Design of voice biometric functionality.