The effects of device technology on the usability of advanced telephone functions
CHI '89 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Skip and scan: cleaning up telephone interface
CHI '92 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Browsing vs. search: can we find a synergy? (panel session)
CHI '95 Conference Companion on Human Factors in Computing Systems
SCANMail: a voicemail interface that makes speech browsable, readable and searchable
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Curing the menu blues in touch-tone voice interfaces
CHI '01 Extended Abstracts on Human Factors in Computing Systems
Proceedings of the 18th annual ACM symposium on User interface software and technology
A study of out-of-turn interaction in menu-based, IVR, voicemail systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Earpod: eyes-free menu selection using touch input and reactive audio feedback
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A diary study of mobile information needs
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Blindsight: eyes-free access to mobile phones
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Voice2Web: Architecture for Managing Voice-Application Access to Web Resources
MMNS 2009 Proceedings of the 12th IFIP/IEEE International Conference on Management of Multimedia and Mobile Networks and Services: Wired-Wireless Multimedia Networks and Services Management
Designing eyes-free interaction
HAID'07 Proceedings of the 2nd international conference on Haptic and audio interaction design
Speech recognition interface design for in-vehicle system
Proceedings of the 2nd International Conference on Automotive User Interfaces and Interactive Vehicular Applications
Imaginary phone: learning imaginary interfaces by transferring spatial memory from a familiar device
Proceedings of the 24th annual ACM symposium on User interface software and technology
3D Talking-Head Interface to Voice-Interactive Services on Mobile Phones
International Journal of Mobile Human Computer Interaction
Community-oriented spoken web browser for low iiterate users
Proceedings of the 2013 conference on Computer supported cooperative work
Exploring playback and recording of web-based audio media on low-end feature phones
Proceedings of the 3rd ACM Symposium on Computing for Development
Eyes-free interaction with free-hand gestures and auditory menus
International Journal of Human-Computer Studies
Exploring the interplay between community media and mobile web in developing regions
Proceedings of the 15th international conference on Human-computer interaction with mobile devices and services
Hi-index | 0.01 |
Automatic interactive voice response (IVR) based telephone routing has long been recognized as a frustrating interaction experience. This paper presents a series of experiments examining the benefits of augmenting telephone voice menus with coordinated visual displays and keyword search. The first experiment qualitatively studied callers' experience of having a visual menu on a screen in synchronization with the telephone voice menu tree navigation. The second experiment quantitatively measured callers' performance in time and accuracy with and without visual display augmentation. The third experiment tested keyword search in comparison to visual browsing of telephone menu trees. Study participants uniformly and enthusiastically liked the visual augmentation of voice menus. On average with visual augmentation callers could navigate phone trees 36% faster with 75% fewer errors, and made choices ahead of the voice menu over 60% of the time. Search vs. browsing had similar navigation performance but offered different and complementary user experiences. Overall our studies conclude that telephone voice menu navigation can be significantly improved with a visual channel augmentation, resulting in both business cost reduction and user experience satisfaction.