Third European Conference on Speech Communication and Technology

Berlin, Germany
September 22-25, 1993


Identifying Usability Attributes of Automated Telephone Services

R. T. Dutton (1), John C. Foster (1), Mervyn A. Jack (1), F. W. Stentiford (2)

(1) Centre for Speech Technology Research, University of Edinburgh, Edinburgh, Scotland, UK
(2) BT Laboratories, Marilesham Heath, Ipswich, UK

This paper reports on research involving a series of large-scale field experiments using a new Wizard of Oz (WOZ) system for the investigation of users' attitudes towards automated telephone services. The paper focuses on the identification of a service's usability attributes, those features and characteristics of a system which influence the effectiveness, efficiency and satisfaction with which specified users can achieve specified goals in a particular environment. The attributes which are found to be most salient are used to form the content of a questionnaire designed to measure attitudes towards usability of automated telephone services. Experimental results derived by using such a questionnaire are discussed.

Keywords: usability attributes, automated telephone services, speech interfaces, Wizard of Oz, questionnaires.

Full Paper

Bibliographic reference.  Dutton, R. T. / Foster, John C. / Jack, Mervyn A. / Stentiford, F. W. (1993): "Identifying usability attributes of automated telephone services", In EUROSPEECH'93, 1335-1338.