Usability Engineering
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An automated telephone system used for selling tickets was evaluated in this study. Violations of heuristics such as simple and natural dialogue, minimizing workers memory, consistency, feedback, clearly marked exits, help, as well as mental and conceptual models, were found in an initial evaluation of the system. A usability test was then conducted. It was found that violations of the users mental model and conceptual model of the system led to an error that was not easy to recover from. This left the subject spending a large percentage of the total task time (17.68%) recovering from this mistake. It is suggested that such an error could have been avoided by conforming to these heuristics in the design of the system. Recommended changes are suggested.