Principles for Improving Interaction in Telephone-Based Interfaces
نویسنده
چکیده
BACKGROUND AND CONTEXT Telephone-based interfaces (TBIs) are an increasingly important method for interacting with computer systems. The telephone is a ubiquitous device and is many people’s primary method of entry into the information infrastructure. Access to an increasing number of services is being offered over the telephone (such as electronic banking and Web pages). The provision of these extra services may be rendered useless if usability issues are not considered [23]. The rapidly increasing use of mobile phones means that people access services at many different times and places. This is a huge growth area – there are approximately 25 million mobile phone subscribers in the UK and this is expected to rise to 45 million over the next five years [18]. Mobile telephones themselves now incorporate greater functionality (such as diaries, address books and WAP services). We therefore concentrated our research on the interfaces to mobile telephones. The Government’s Foresight panel recognised mobile devices and their interfaces are a key area of focus in UK science and engineering [16]. The telephone itself allows only a limited form of interaction [27]. In TBIs (both for dial-up services and interfaces to mobile phones) the user interacts by navigating through a series of menus. A common problem is that users get lost in the menu hierarchy [26, 30, 31] of the device or service. One reason for this is that the interfaces are very limited – input is via a small number of keys and output via speech or a small screen.
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تاریخ انتشار 2001