User Involvement in Selecting Options and Programming Business Telephone Systems

Abstract

Recently, falling costs of providing computing capability and software have resulted in sudden increases in the number of features and options provided by business telephone systems. Traditionally, when someone purchased or leased a business telephone system, a salesperson assessed special needs and craftspeople customized the system to best meet these needs. This procedure frequently resulted in delays and errors in feature assignments over which even a knowledgable user had little control. Overall dissatisfaction with the system was not uncommon. One major design goal for a new business telephone system, the MERLIN^* Communications System, was to reduce occurrence of this problem by allowing users to customize their own systems.

An initial set of user programming procedures and written instructions were developed for the smallest MERLIN system. It was necessary that features be programmed using one of the telephones of the MERLIN Communications System as the input/output device, since a special purpose terminal was deemed too costly for purchase by small business customers. A microcomputer-based simulation of the telephone system was developed, and a laboratory study was conducted to evaluate procedures and instructions. Programming accuracy and speed were collected for several classes of users (a total of 36 subjects varying in amount of prior programming experience). In addition to these data, field evaluations of a subsequently modified set of programming procedures will be presented. General implications for designing programming procedures for naive users will also be discussed, especially in regard to designing procedures that require only Small modifications to a standard telephone.

Based on success with the smallest system, further studies were carried out to evaluate customer programming of larger, more complex telephone systems. Comprehension of options, decision making, and use of an expanded set of programming procedures were assessed both in the laboratory and in the field. Data from these studies will be presented. Limits to customer participation suggested by these data will also be discussed.