26 September 2002

The value of usability testing for speech apps Usability testing has well recognized benefits in traditional software and web domains, such as easier access to needed features, reduced error rates and increased user satisfaction. Usability testing has not yet become a standard part of voice user interface design, although it may provide even greater benefits for speech-based interfaces. This is because callers bring a large set of expectations about spoken language into their interactions with speech applications. More than graphical user interfaces (GUIs) or touch-tone, people expect VUIs to carry on conversations the way humans do. Speech interfaces seem deceptively simple because we all have vast experience using spoken language. Thus when a VUI violates the caller's expectations about conversation, the negative impact can be significant. 12:40:15 AM     comments