Human Interface for System to Create Lists of Phone Numbers

Abstract

An experiment utilizing 28 participants was conducted to evaluate two different user interfaces for creating and building lists of phone numbers using only a Touch Tone phone. Two different methods of use were compared and evaluated. Predefined tasks were given to the participants, and individual keystrokes, incorrect responses, and “inefficient” responses were recorded. Questionnaires were administered to obtain user opinion for assisting in making marketing decisions. The analysis of the performance data identified a number of problem areas. System-initiated time outs and a lack of user control resulted in frequent errors and confusion. The method of accessing the system and the terminology employed throughout were found to be obstacles to ease of use. To remedy these problems a third method of use was developed and its benefits are presented in this paper.