Hyperspeech: navigating in speech-only hypermedia
HYPERTEXT '91 Proceedings of the third annual ACM conference on Hypertext
Skip and scan: cleaning up telephone interface
CHI '92 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Patterns of entry and correction in large vocabulary continuous speech recognition systems
Proceedings of the SIGCHI conference on Human Factors in Computing Systems
Human Factors and Voice Interactive Systems
Human Factors and Voice Interactive Systems
Navigating Telephone-Based Interfaces with Earcons
HCI 97 Proceedings of HCI on People and Computers XII
Representing Hierarchies Using Multiple Synthetic Voices
IV '04 Proceedings of the Information Visualisation, Eighth International Conference
ECSCW'91 Proceedings of the second conference on European Conference on Computer-Supported Cooperative Work
Weaknesses of Voice Interaction
NCM '08 Proceedings of the 2008 Fourth International Conference on Networked Computing and Advanced Information Management - Volume 02
Inherent usability problems in interactive voice response systems
HCII'11 Proceedings of the 14th international conference on Human-computer interaction: users and applications - Volume Part IV
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While interactive voice response (IVR) systems employing touch tone interface (TTI) are popularly used these days, they are generally known for their inconvenience. This is not only because of the characteristics that TTI inherently has, but also because of lack of understanding of IVR system users. This study is aimed at contributing to capture an understanding of the users, which eventually leads to better system design. In particular, we have developed an IVR system simulator to enable efficient, flexible, and rich usability tests for IVR systems. This paper presents an experimental study on usability of IVR systems utilizing the simulator. In the experiment, 41 subjects performed three different tasks concerning phone charges using the simulator to identify various usability problems. The analytic results are hopefully a basis for user-centered IVR systems design.