Human Factors Problems in Interactive Voice Response (IVR) Applications: Do we Need a Guideline/Standard?

1992 ◽  
Vol 36 (3) ◽  
pp. 222-226 ◽  
Author(s):  
Daryle Jean Gardner-Bonneau
Keyword(s):  
User Interface ◽  
Human Factors ◽  
Interface Design ◽  
Interactive Voice Response ◽  
User Interface Design ◽  
Application Development ◽  
Design Guideline ◽  
Dialogue Design ◽  
Specification Document ◽  
Voice Response

The purpose of this paper is to present a case for the development of a user interface design guideline or standard for interactive voice response applications, to be widely disseminated throughout business and industry. A number of sample problems are cited, based on the author's consulting experience in this area, which serve to demonstrate that many of the problems encountered in IVR application development, particularly in scripting/dialogue design and use of automated speech recognition as a front-end, are not only solvable, but easily avoidable, given the current human factors knowledge base. The paper also discusses the Specification Document developed by the Voice Messaging User Interface Forum (1990, April), and the reasons why it cannot be applied, as written, to the user interface design of more complex IVR applications. Finally, the author proposes an approach to developing the proposed guideline/standard.

Contracting for User Interface Design in Military Systems

1989 ◽  
Vol 33 (10) ◽  
pp. 593-593
Author(s):  
Jane N. Mosier ◽  
Mildred D. Jarvis ◽  
Donald L. Monk ◽  
Larry H. O'Brien ◽  
Robert Simon
Keyword(s):  
User Interface ◽  
Human Factors ◽  
Interface Design ◽  
User Interface Design ◽  
Computer Hardware ◽  
Design Issues ◽  
Acquisition Process ◽  
Military Systems ◽  
The Government

Many of the systems the Government acquires contain a large amount of software. Some are limited almost exclusively to off-the-shelf computer hardware, and software that is developed by a contractor. But human factors in military systems is regulated by documented standards and procedures that were developed before software gained an important role in military systems, and so do not deal with issues specific to user interface design. The purpose of this panel is to discuss user interface design issues and to propose changes to the acquisition process to improve user interface design for military systems.

Computers and Telecommunications in the Year 2000-Multi-Modal Interfaces, Miniaturisation, and Portability

1996 ◽  
Vol 40 (6) ◽  
pp. 353-356 ◽  
Author(s):  
Leah S. Kaufman ◽  
Jim Stewart ◽  
Bruce Thomas ◽  
Gerhard Deffner
Keyword(s):  
User Interface ◽  
Human Factors ◽  
Interface Design ◽  
User Interface Design ◽  
Position Paper ◽  
Advantages And Disadvantages ◽  
Multimodal Communications ◽  
Year 2000

In this, the second of three sets of position papers for the CTG-CSTG co-sponsored symposium on Computers and Telecommunications in the Year 2000, we begin with a paper by Leah Kaufman and Jim Stewart on the human factors challenges involved in creating an effective multimodal communications environment. Bruce Thomas continues with a position paper outlining the advantages and disadvantages of technology miniaturisation, and how these advantages and disadvantages impact our approaches to user interface design. In the final paper in this set, Gerhard Deffner describes the portability-functionality dilemma, in which designers are confronted with two distinct user goals that are difficult to meet simultaneously.

Photo CD Consumer Player User Interface Design

1992 ◽  
Vol 36 (14) ◽  
pp. 1059-1059
Author(s):  
David B. Mitropoulos-Rundus
Keyword(s):  
User Interface ◽  
Human Factors ◽  
Interface Design ◽  
User Interface Design ◽  
User Interface Evaluation ◽  
Evaluation Techniques

During this demonstration, the user interface for one model of a Photo CD Player will be presented. This product, currently available to consumers, plays both Photo CD discs and Audio CDs. The Photo CD technology as it relates to consumers will be introduced as well as Human Factors design goals and intended usage. Demonstration of the product will be used to show how well the user interface met these design goals. User interface evaluation techniques and the design direction for future player models will be discussed.

Managing User Interface Design using Concurrent Engineering

1993 ◽  
Vol 37 (4) ◽  
pp. 287-290
Author(s):  
Betty P. Chao
Keyword(s):  
User Interface ◽  
Human Factors ◽  
User Interfaces ◽  
Concurrent Engineering ◽  
Interface Design ◽  
User Interface Design ◽  
Positive Influence ◽  
Design Guidelines ◽  
Information Tools ◽  
Large Complex System

A well-designed user interface is recognized as a benchmark for determining the success of a software product. The proliferation of user interface design guidelines, standards, prototyping tools, and techniques are indicative of the importance placed on quality user interfaces. However, even with the availability of the latest information, tools, and human factors practitioners to software developers, sub-optimal interfaces may result. This is because within a large multidisciplinary software design team, issues such as communication, responsibilities, and cost and schedule constraints may override the usability issues. This paper describes the implementation of concurrent engineering, used to successfully develop user interfaces for a large, complex system. Success is expressed in terms of quality and consistent user interfaces, positive influence of human factors on software development, and customer satisfaction.

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