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.
Cite as: Dutton, R.T., Foster, J.C., Jack, M.A., Stentiford, F.W. (1993) Identifying usability attributes of automated telephone services. Proc. 3rd European Conference on Speech Communication and Technology (Eurospeech 1993), 1335-1338, doi: 10.21437/Eurospeech.1993-312
@inproceedings{dutton93_eurospeech,
author={R. T. Dutton and John C. Foster and Mervyn A. Jack and F. W. Stentiford},
title={{Identifying usability attributes of automated telephone services}},
year=1993,
booktitle={Proc. 3rd European Conference on Speech Communication and Technology (Eurospeech 1993)},
pages={1335--1338},
doi={10.21437/Eurospeech.1993-312}
}