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Dissertation
Development of a task taxonomy for forms-based telephone interfaces
Doctor of Philosophy (Ph.D.), Drexel University
Dec 1997
DOI:
https://doi.org/10.17918/00000804
Abstract
Interactive voice response (IVR) systems are qualitatively different from visual interactions and pose usability challenges, centering specifically on short-term, or working, memory. These differences include limits to navigation within the interface and the temporal, sequential presentation of information and options. In order to provide guidance for designing and developing IVR systems that are optimized for usability, this study begins the process of building a task taxonomy for voice-based interactions based on usability evaluation. IVR systems, in which users exchange information with a computer or another user via a telephone, may be classified based on their major dialogue structures (lists, menus, and forms), application domain characteristics, task characteristics, and targeted user population. This study focuses on a list management task using forms-based interaction within the catalog-ordering application domain, using a telephone keypad for data entry. An experiment was conducted where the amount of user interaction, as quantified by the number of input fields per item ordered, was varied in conjunction with the interaction style dimension of user control in terms of whether or not the user was forced to confirm data entry. Overall usability, as an aggregation of performance, subjective usability and cognitive workload, was higher for the catalog ordering system with the fewer number of fields. Results also indicate that forced confirmation of data entry is recommended for catalog ordering systems largely due to the perceived risk of ordering an incorrect item when confirmation is optional. Based on these results, future research directions are advocated to expand the task taxonomy by studying list management tasks in other application domains, as well as investigating mechanisms for customization of a phone-based interaction based on the experience level of the user.
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Details
- Title
- Development of a task taxonomy for forms-based telephone interfaces
- Creators
- Heather M. Godsey
- Contributors
- Howard Dalby White (Advisor) - Drexel University, [Retired Faculty]
- Awarding Institution
- Drexel University
- Degree Awarded
- Doctor of Philosophy (Ph.D.)
- Publisher
- Drexel University; Philadelphia, Pennsylvania
- Number of pages
- viii, 159 pages
- Resource Type
- Dissertation
- Language
- English
- Academic Unit
- College of Information Science and Technology (1995-2013); Drexel University
- Other Identifier
- 991014970218304721