ACM Transactions on Information Systems (TOIS)
Positioning human factors in the user interface development chain
CHI '87 Proceedings of the SIGCHI/GI Conference on Human Factors in Computing Systems and Graphics Interface
Strategies for encouraging successful adoption of office communication systems
ACM Transactions on Information Systems (TOIS)
Why CSCW applications fail: problems in the design and evaluationof organizational interfaces
CSCW '88 Proceedings of the 1988 ACM conference on Computer-supported cooperative work
The design of phone-based interfaces for consumers
CHI '89 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Social and psychological factors influencing the design of office communications systems
CHI '87 Proceedings of the SIGCHI/GI Conference on Human Factors in Computing Systems and Graphics Interface
Relationships and tasks in scientific research collaborations
CSCW '86 Proceedings of the 1986 ACM conference on Computer-supported cooperative work
Blindsight: eyes-free access to mobile phones
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
| Hi-index | 0.00 |
Computer-based voice messaging systems are used to send and receive confidential messages via touch-tone telephones. Auditory prompts guide users through a series of menus, listing options as users proceed through their sessions. This report describes how a voice messaging system was enhanced and redesigned based on thinking aloud protocols, customer site interviews, and usage statistics that described summary patterns of behavior. The goal of the human factors effort was to optimize system use. The evaluation of the length, wording and phrasing of auditory prompts as well as ease-of-accessibility provided by the menu structure led to specific enhancements and redesign. Feedback also helped define an audio HELP/OTHER OPTIONS system that (1) provided context sensitive assistance and (2) documented infrequently used options that enabled streamlining of routine transactions.