Usability Evaluation of Dialogue Designs for Voiceprint Authentication in Automated Telephone Banking

2017 ◽  
pp. 182-201
Author(s):  
Nancie Gunson ◽  
Diarmid Marshall ◽  
Fergus McInnes ◽  
Hazel Morton ◽  
Mervyn A. Jack
Keyword(s):  
Empirical Investigation ◽  
End Users ◽  
Usability Evaluation ◽  
Effective Strategy ◽  
Secret Information ◽  
Digit String

This paper describes an empirical investigation of the usability of different dialogue designs for voiceprint authentication in automated telephone banking. Three strategies for voice authentication were evaluated in an experiment with 120 telephone banking end-users: 1-Factor (voiceprint authentication based on customers' utterances of their account number and sort code); 1-Factor with Challenge (1-Factor plus a randomly generated digit string); and 2-Factor (1-Factor plus secret information known only to the caller). The research suggests the 2-Factor approach is the most effective strategy in this context: results from a Likert questionnaire show it to be highly usable and it is rated highest in terms of both security and overall quality. Participants welcome the option to use voiceprint technology but the majority would prefer it to augment rather than replace existing security methods.

Usability Evaluation of Dialogue Designs for Voiceprint Authentication in Automated Telephone Banking

2014 ◽  
Vol 10 (2) ◽  
pp. 59-77
Author(s):  
Nancie Gunson ◽  
Diarmid Marshall ◽  
Fergus McInnes ◽  
Hazel Morton ◽  
Mervyn Jack
Keyword(s):  
Empirical Investigation ◽  
End Users ◽  
Usability Evaluation ◽  
Effective Strategy ◽  
Secret Information ◽  
Digit String

This paper describes an empirical investigation of the usability of different dialogue designs for voiceprint authentication in automated telephone banking. Three strategies for voice authentication were evaluated in an experiment with 120 telephone banking end-users: 1-Factor (voiceprint authentication based on customers' utterances of their account number and sort code); 1-Factor with Challenge (1-Factor plus a randomly generated digit string); and 2-Factor (1-Factor plus secret information known only to the caller). The research suggests the 2-Factor approach is the most effective strategy in this context: results from a Likert questionnaire show it to be highly usable and it is rated highest in terms of both security and overall quality. Participants welcome the option to use voiceprint technology but the majority would prefer it to augment rather than replace existing security methods.

Integrating Semiotics Perception in Usability Testing to Improve Usability Evaluation

2013 ◽  
pp. 145-169 ◽  
Author(s):  
Muhammad Nazrul Islam ◽  
Franck Tétard
Keyword(s):  
User Interfaces ◽  
Usability Testing ◽  
End Users ◽  
Usability Evaluation ◽  
Computer Applications ◽  
Computer Application ◽  
Semiotic Analysis ◽  
Usability Problems ◽  
Intuitive Interface ◽  
Methodological Guidelines

User interfaces of computer applications encompass a number of objects such as navigation links, buttons, icons, and thumbnails. In this chapter, these are called interface signs. The content and functions of a computer application are generally directed by interface signs to provide the system’s logic to the end users. The interface signs of a usable application need to be intuitive to end users and therefore a necessary part of usability evaluation. Assessing sign intuitiveness can be achieved through a semiotic analysis. This study demonstrates how a semiotic assessment of interface signs’ intuitiveness yielded a number of benefits. For instance, (i) it provides an overall idea of interface signs’ intuitiveness to the end users to interpret the meaning of interface signs, (ii) it assists in finding usability problems and also in (iii) recommending possible solutions, (iv) provides background for introducing guidelines to design user-intuitive interface signs, (v) helps in constructing heuristic checklist from semiotics perspective to evaluate an application, (vi) no additional resource and extra budget are needed. This study also presents a list of methodological guidelines to obtain the perceived benefits of integrating semiotic perception in usability testing for practitioners.

Usability in the Context of e-Learning

2011 ◽  
pp. 121-144 ◽  
Author(s):  
Panagiotis Zaharias
Keyword(s):  
Instructional Design ◽  
Adult Learners ◽  
End Users ◽  
Usability Evaluation ◽  
Design Parameters ◽  
Motivation To Learn ◽  
The Poor ◽  
E Learning ◽  
New Type ◽  
Usability Evaluation Methods

The issue of e-learning quality remains prominent on end users’ (the learners’) agenda. It is no surprise that many non-motivated adult learners abandon prematurely their e-learning experiences. This is attributed in a great extent to the poor design and usability of e-learning applications. This paper proposes a usability framework that addresses the user as a learner and extends the current e-learning usability practice by focusing on the affective dimension of learning, a frequently neglected issue in e-learning developments. Motivation to learn, a dominant affective factor related with learning effectiveness, has been similarly neglected. Usability and instructional design constructs as well as Keller’s ARCS Model are being employed within the framework proposed in this work upon which new usability evaluation methods can be based. This framework integrates web usability and instructional design parameters and proposes motivation to learn as a new type of usability dimension in designing and evaluating e-learning applications.

Usability in the Context of e-Learning

2009 ◽  
Vol 5 (4) ◽  
pp. 37-59 ◽  
Author(s):  
Panagiotis Zaharias
Keyword(s):  
Instructional Design ◽  
Adult Learners ◽  
End Users ◽  
Usability Evaluation ◽  
Design Parameters ◽  
Motivation To Learn ◽  
The Poor ◽  
E Learning ◽  
New Type ◽  
Usability Evaluation Methods

The issue of e-learning quality remains prominent on end users’ (the learners’) agenda. It is no surprise that many non-motivated adult learners abandon prematurely their e-learning experiences. This is attributed in a great extent to the poor design and usability of e-learning applications. This paper proposes a usability framework that addresses the user as a learner and extends the current e-learning usability practice by focusing on the affective dimension of learning, a frequently neglected issue in e-learning developments. Motivation to learn, a dominant affective factor related with learning effectiveness, has been similarly neglected. Usability and instructional design constructs as well as Keller’s ARCS Model are being employed within the framework proposed in this work upon which new usability evaluation methods can be based. This framework integrates web usability and instructional design parameters and proposes motivation to learn as a new type of usability dimension in designing and evaluating e-learning applications.

An Empirical Investigation on End-Users' Acceptance of Enterprise Systems

2004 ◽  
Vol 17 (3) ◽  
pp. 32-53 ◽  
Author(s):  
Fiona Fui-Hoon Nah ◽  
Xin Tan ◽  
Soon Hing Teh
Keyword(s):  
Empirical Investigation ◽  
Enterprise Systems ◽  
End Users

Contemporaneous versus Retrospective User-Reported Critical Incidents in Usability Evaluation

2002 ◽  
Vol 46 (24) ◽  
pp. 1973-1977 ◽  
Author(s):  
Miranda G. Capra
Keyword(s):  
Data Collection ◽  
Critical Incident ◽  
Critical Incidents ◽  
Qualitative Data ◽  
Critical Incident Technique ◽  
End Users ◽  
Usability Evaluation ◽  
Task Execution ◽  
Retrospective Reporting ◽  
Qualitative Data Collection

The user-reported critical incident technique involves end-users directly in qualitative data collection during formative usability evaluations. An augmented retrospective variation was developed where participants reported incidents while watching a recording of their usability session, rather than reporting incidents contemporaneous to their occurrence during task execution. Retrospective reporting enables controlled comparisons of user-reported and expert-reported methods, since session recordings can be shown to multiple reviewers. It also allows for the collection of incidents without disrupting traditional usability measures, such as time to complete task. A within-subject study with 24 participants found retrospective reporting to be similarly effective to contemporaneous reporting. The study is described and guidelines are provided for the use of both the contemporaneous and augmented retrospective techniques.

scholarly journals Competitive Usability Evaluation of Electronic Health Records: Preliminary Results of a Case Study

2021 ◽  
Author(s):  
Romaric Marcilly ◽  
Jessica Schiro ◽  
Louise Heyndels ◽  
Sandra Guerlinger ◽  
Annick Pigot ◽  
...  
Keyword(s):  
Electronic Health Records ◽  
End Users ◽  
Usability Evaluation ◽  
Health Records ◽  
Procurement Process ◽  
Usability Problems ◽  
First Results ◽  
Long Time ◽  
Electronic Health

It is necessary for hospitals to be able to compare the usability of electronic health records (EHR) before acquisition. Adding usability as a critical element of the procurement process is therefore crucial. During the competitive usability evaluation of several EHRs, the usability walkthrough method has the potential of making end-users more active in the procurement process than demonstrations. This case study presents first results of a comparison of three EHRs performed by nine representative end-users. All users uncovered usability problems while performing their scenarios. The results show that none of the EHRs evaluated is without major usability problems. These problems have been well-known to human factors researchers for a long time.

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