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Dissertation Information for Heather Marie Godsey

NAME:
- Heather Marie Godsey

DEGREE:
- Ph.D.

DISCIPLINE:
- Library and Information Science

SCHOOL:
- Drexel University (USA) (1997)

ADVISORS:
- Howard D. White

COMMITTEE MEMBERS:
- Katherine McCain
- Lee Scott Ehrhart
- Paul Resnick
- Scott Overmyer
- June M. Verner

MPACT Status: Fully Complete

Title: Development of a task taxonomy for forms-based telephone interfaces

Abstract: Interactive voice response (IVR) systems are qualitatively different from visual interactions and pose usability challenges, centering specifically on short-term, or working, memory. These differences include limits to navigation within the interface and the temporal, sequential presentation of information and options. In order to provide guidance for designing and developing IVR systems that are optimized for usability, this study begins the process of building a task taxonomy for voice-based interactions based on usability evaluation.

IVR systems, in which users exchange information with a computer or another user via a telephone, may be classified based on their major dialogue structures (lists, menus, and forms), application domain characteristics, task characteristics, and targeted user population. This study focuses on a list management task using forms-based interaction within the catalog-ordering application domain, using a telephone keypad for data entry. An experiment was conducted where the amount of user interaction, as quantified by the number of input fields per item ordered, was varied in conjunction with the interaction style dimension of user control in terms of whether or not the user was forced to confirm data entry.

Overall usability, as an aggregation of performance, subjective usability and cognitive workload, was higher for the catalog ordering system with the fewer number of fields. Results also indicate that forced confirmation of data entry is recommended for catalog ordering systems largely due to the perceived risk of ordering an incorrect item when confirmation is optional. Based on these results, future research directions are advocated to expand the task taxonomy by studying list management tasks in other application domains, as well as investigating mechanisms for customization of a phone-based interaction based on the experience level of the user.

MPACT Scores for Heather Marie Godsey

A = 0
C = 0
A+C = 0
T = 0
G = 0
W = 0
TD = 0
TA = 0
calculated 2008-01-31 06:03:09

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