We want to understand better how we serve to voice queries currently.
Posted on:At a time when digital assistants are increasingly popular, government agencies are recognising the need to adapt their online content for voice queries. Gartner predicts, “By 2023, 25% of employee interactions with applications will be via voice”. This behavioural shift necessitates a proactive approach to content optimisation.
Understanding voice query trends
Recent research has shed light on the complexities of voice queries and their growing popularity. According to a study by Nielsen Norman Group, “Voice is most suitable for short, simple queries that can be completed in a single step”[2]. Insights such as these are important for government agencies, in terms of where funding should (and should not) be allocated, tested.
The importance of structured content
To meet the demands of voice-assisted queries, government agencies need to build accessible, interoperable ecosystems of structured content. This approach ensures that information is not only queryable now but also future-proofed for evolving query methods.
Exploring user expectations
Understanding user expectations is paramount. Our small team is currently investigating how people interact with voice assistants like Alexa and Google Home when seeking government services. This research will inform content strategies and help agencies meet future needs more effectively.
The team is exploring how to optimise content for different types of voice interactions including:
- Input queries
- Enquiry-based questions
- Command-driven requests
- Conversational exchanges
By addressing these diverse query types, government agencies can ensure their content remains accessible and useful across various contexts.
Building a prototype
To gain deeper insights, the team plans to develop a prototype that will help structure content more effectively for voice queries. This approach aligns with the government’s commitment to releasing machine-readable, user-friendly content.
Learning from success
The team has already observed success with featured snippets for certain queries, such as passport-related information on passports.govt.nz. By analysing these small experiments, the team aims to expand on them across other government services ensuring we are positioning ourselves to meet the evolving needs of our users.