Forum for Science, Industry and Business

Sponsored by:     3M 
Search our Site:

 

Researchers examine how characteristics of automated voice systems affect users' experience

24.09.2012
“He Says, She Says”: Researchers Examine How Characteristics of Automated Voice Systems Affect Users’ Experience

The personality and gender of the automated voices you hear when calling your credit card company or receiving directions from your GPS navigational system may have an unconscious effect on your perception of the technology.

Human factors/ergonomics researchers have studied how the gender and tone selected for an interactive voice response system, or IVR, affects its user-friendliness and will present their findings at the upcoming HFES 56th Annual Meeting in Boston.

IVRs have become increasingly popular, particularly with the introduction of mobile technology such as Apple Siri and Iris for Android. Past studies have indicated that users are more responsive to actual human voices than to computer-generated voices, but little research has been completed on the role that voice characteristics play in user perceptions of the technology.

In their upcoming Annual Meeting presentation, “He Says, She Says: Does Voice Affect Usability?” Rochelle Edwards and Philip Kortum conducted a study in which participants interacted with a medical IVR that collected information about their health. Users responded to both male and female voices that spoke in different tones – upbeat, professional, or sympathetic - and then were asked to judge the system’s usability.

“We have been systematically looking at what affects user performance on IVRs for some time now,” said Kortum. “Voice is the major element in an IVR interface, as graphical elements are for a Web page, and this study was a first attempt to understand the impact voice might have on the perceived usability of such systems.”

The authors found that although IVRs with male voices tended to be perceived as more usable than those with female voices, they were not considered more trustworthy. The researchers encourage designers to take voice characteristics into consideration when developing future systems.

“Anyone who uses an IVR knows how frustrating they can be,” continues Kortum. “Much of this frustration stems from poorly designed IVRs, not from the form of interface being intrinsically ‘bad.’ This research shows that some simple modifications to the design of these systems can have an impact on the usability of voice interfaces.”
For more information on this and other research being presented at the HFES Annual Meeting, contact Lois Smith (lois@hfes.org) or Cara Quinlan (cara@hfes.org; 310/394-1811).

The Human Factors and Ergonomics Society is the world's largest nonprofit individual-member, multidisciplinary scientific association for human factors/ergonomics professionals, with more than 4,600 members globally. HFES members include psychologists and other scientists, designers, and engineers, all of whom have a common interest in designing systems and equipment to be safe and effective for the people who operate and maintain them. Watch science news stories about other HF/E topics at the HFES Web site. “Human Factors and Ergonomics: People-Friendly Design Through Science and Engineering”

Plan to attend the HFES 56th Annual Meeting, October 22-26: https://www.hfes.org//Web/HFESMeetings/2012annualmeeting.html

Lois Smith | EurekAlert!
Further information:
http://www.hfes.org

More articles from Communications Media:

nachricht New Technologies for A/V Analysis and Search
13.04.2017 | Fraunhofer-Institut für Digitale Medientechnologie IDMT

nachricht On patrol in social networks
25.01.2017 | Fraunhofer-Institut für Arbeitswirtschaft und Organisation IAO

All articles from Communications Media >>>

The most recent press releases about innovation >>>

Die letzten 5 Focus-News des innovations-reports im Überblick:

Im Focus: Making lightweight construction suitable for series production

More and more automobile companies are focusing on body parts made of carbon fiber reinforced plastics (CFRP). However, manufacturing and repair costs must be further reduced in order to make CFRP more economical in use. Together with the Volkswagen AG and five other partners in the project HolQueSt 3D, the Laser Zentrum Hannover e.V. (LZH) has developed laser processes for the automatic trimming, drilling and repair of three-dimensional components.

Automated manufacturing processes are the basis for ultimately establishing the series production of CFRP components. In the project HolQueSt 3D, the LZH has...

Im Focus: Wonder material? Novel nanotube structure strengthens thin films for flexible electronics

Reflecting the structure of composites found in nature and the ancient world, researchers at the University of Illinois at Urbana-Champaign have synthesized thin carbon nanotube (CNT) textiles that exhibit both high electrical conductivity and a level of toughness that is about fifty times higher than copper films, currently used in electronics.

"The structural robustness of thin metal films has significant importance for the reliable operation of smart skin and flexible electronics including...

Im Focus: Deep inside Galaxy M87

The nearby, giant radio galaxy M87 hosts a supermassive black hole (BH) and is well-known for its bright jet dominating the spectrum over ten orders of magnitude in frequency. Due to its proximity, jet prominence, and the large black hole mass, M87 is the best laboratory for investigating the formation, acceleration, and collimation of relativistic jets. A research team led by Silke Britzen from the Max Planck Institute for Radio Astronomy in Bonn, Germany, has found strong indication for turbulent processes connecting the accretion disk and the jet of that galaxy providing insights into the longstanding problem of the origin of astrophysical jets.

Supermassive black holes form some of the most enigmatic phenomena in astrophysics. Their enormous energy output is supposed to be generated by the...

Im Focus: A Quantum Low Pass for Photons

Physicists in Garching observe novel quantum effect that limits the number of emitted photons.

The probability to find a certain number of photons inside a laser pulse usually corresponds to a classical distribution of independent events, the so-called...

Im Focus: Microprocessors based on a layer of just three atoms

Microprocessors based on atomically thin materials hold the promise of the evolution of traditional processors as well as new applications in the field of flexible electronics. Now, a TU Wien research team led by Thomas Müller has made a breakthrough in this field as part of an ongoing research project.

Two-dimensional materials, or 2D materials for short, are extremely versatile, although – or often more precisely because – they are made up of just one or a...

All Focus news of the innovation-report >>>

Anzeige

Anzeige

Event News

Expert meeting “Health Business Connect” will connect international medical technology companies

20.04.2017 | Event News

Wenn der Computer das Gehirn austrickst

18.04.2017 | Event News

7th International Conference on Crystalline Silicon Photovoltaics in Freiburg on April 3-5, 2017

03.04.2017 | Event News

 
Latest News

DGIST develops 20 times faster biosensor

24.04.2017 | Physics and Astronomy

Nanoimprinted hyperlens array: Paving the way for practical super-resolution imaging

24.04.2017 | Materials Sciences

Atomic-level motion may drive bacteria's ability to evade immune system defenses

24.04.2017 | Life Sciences

VideoLinks
B2B-VideoLinks
More VideoLinks >>>