USABILITY ENGINEERING OF SPEECH-BASED SERVICES

Speech technology offers intuitive information services accessible fro m any telephone worldwide. However, only user centred design technique s corn deliver interfaces that live up to this promise. BT has compile d a style guide that includes guidelines and methods based on its expe rience of speech interface design. These have been applied in user tri als and field evaluations throughout the development of Call Minder-a network-based telephone call answering service. Improvements were made to the usability of the Call Minder service as a result.