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界面设计决定语音交互技术大战成败

过去五年中,触控互动技术大行其道,而接下来的前沿技术则可能是语音界面。借助出色的设计,人们将不再依赖于界面触控操作,而是实现人机直接对话。目前,苹果、谷歌,甚至包括微软在内,不少大公司都在发力,希望在这个领域占据优势地位,而胜出的关键或许就取决于谁能够率先设计出人性化的交互界面。

    如今的语音技术先进而复杂,不过在很大程度上仍然可以被预见,而且保持着一致性。相较之下,人类要复杂得多。人们各不相同,人们的行为会受到文化、期望和情绪的严重影响。

    在各大语音服务竞争者之间,苹果的Siri优势明显,因为他们了解人性化界面的重要性。谷歌如果想要成为语音服务的领袖,需要软化一些,走下科技的神坛。微软则应该在语音领域做出新的壮举——他们目前拥有一切需要的有利条件,却缺乏一款引起轰动的产品。

    对于其他想要提供语音服务的公司而言,建议很简单:语音业务的挑战不再关乎科技——增加科技含量是可行的、明智的、可靠的。但真正的挑战是让科技服务于人类。这里的关键就要看设计了。

    Olof是Fjord在2001年的合作创始人之一。此后,他带领公司成为世界上最成功的服务设计咨询公司。公司的客户包括英国广播公司(BBC)、花旗银行、娱乐体育节目电视网(ESPN),Flickr,Foursquare,哈佛大学医学院(Harvard Medical School)、诺基亚(Nokia)、高通公司(Qualcomm)等。Olof拥有与知名品牌多年合作的经验,并为其设计突破经验的产品,让复杂的系统变得简单优美。Shelly是服务设计的先驱者,她于近期加入Fjord,担任组织演化的执行理事。Shelly曾任Facebook调查部经理,负责设计用户体验。她还曾担任微软的首席用户体验设计师和经理。

    译者:严匡正

    Today's voice technology is advanced and complex, but it's also largely predictable and consistent. In comparison, people are complex. They're all different from each other, and their behavior is heavily influenced by culture, expectations, and mood.

    Between the big voice service contenders, Apple has a clear advantage with Siri, because they've understood the importance of the human interface. Google will need to soften up a bit and step down from the technology altar if they want to become a leader in voice services for the masses. Microsoft should make a big new push with voice – they currently have all the assets needed, but not the product that makes waves.

    For the other companies who consider using voice technology in their services, the advice is simple: the challenge for voice service adoption is not about technology anymore – increasingly the technology is available, smart, and reliable. The real challenge is to make the technology work for people. That's where design comes in.

    Olof co-founded Fjord in 2001, and has since led the company to become one of the world's most successful service design consultancies working with clients including the BBC, Citibank, ESPN, Flickr, Foursquare, Harvard Medical School, Nokia, and Qualcomm, among others. Olof has years of experience collaborating with major brands to design breakthrough experiences that make complex systems simple and elegant. A pioneer in service design, Shelley recently joined Fjord as the Executive Director for Organizational Evolution. Previously, she was at Facebook as a Research Manager in Design and User Experience and a Principal User Experience Designer and Manager for Microsoft.

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