FINANCE & TECHNOLOGY
Designing voice experiences:
An automated verification code phone call
Project
Voice user interface design / Conversation design
Listen to a recording of the voice message:
In September 2024, Scotiabank began rolling out the option for customers to receive verification codes in an automated phone call. While most people choose to receive the code by text message, this security feature enabled customers who still use landline phones a way to access their accounts online. When it was released, there was an unexpected increase in calls to the call centre. Some users had trouble signing in to their accounts. We needed to revise the script and fix the recording as soon as possible.
Approach
For this project, we conducted competitive analysis and did testing to improve the usability of the phone call option. I rewrote the script based off the feedback, incorporating techniques used in conversation design and scriptwriting where you’d include directions for your actors (in this case, the actors were computer voices). Our product designer used an Amazon AWS tool to refine the recording, which we tested before sending over to the team in charge of producing the real phone message.
The second version included such things as:
- repeating the verification code twice
- slowing down the speed at which it was read
- allowing users to press any number to hear the code
- strategic pauses
- instructions on timing
Result
In addition to developing an English version, we also prepared a French version and chose different voices for each language. The result was a better automated message with an increase in success rate that reduced calls for customer assistance. Oh, and the presentation and script I put together for this project was sent over to Tangerine, the digital bank owned by Scotiabank, to help fix usability issues they were having.
Read the script:
Hello. This is Scotiabank calling with the verification code you requested. This code expires in 5 minutes. Do not share this code with anyone. Press 1 to hear your code.
[Repeat “Press 1 to hear your code” after a few seconds. Users presses any number.]
Your 6-digit verification code is 1 2 3 4 5 6. Once again, your verification code is 1 2 3 4 5 6.
If you didn’t request this code, call us at the number on the back of your card.
Press 1 to hear your code again.
[Presses any number. After several seconds of inactivity, call ends.]
Your 6-digit verification code is 1 2 3 4 5 6. Once again, your verification code is 1 2 3 4 5 6.
Press 1 to hear your code again.
[Presses any number. After several seconds of inactivity, call ends.]
Your 6-digit verification code is 1 2 3 4 5 6. Once again, your verification code is 1 2 3 4 5 6.
This code expires in 5 minutes. Do not share this code with anyone. If you didn’t request this code, call us at the number on the back of your card. Thank you. Goodbye.
[Call ends.]
Mimi Szeto 