Abstract
Although guidelines and standards have been developed for the design of the user interface for interactive voice response (IVR) applications, most of these documents consider only menu-driven, touch-tone-based IVR application designs with little, if any, attention being given to IVR systems that employ speech recognition and/or natural language dialogues. This chapter presents the history of user interface guidelines development for IVR applications and discusses two issues—menu-driven user interfaces and anthropomorphism—to illustrate how guidelines for speech-enabled IVR user interfaces may differ from those for touch-tone-based IVR designs. In addition, current guidelines specific to speech recognition-based IVR applications, incorporated in a document currently being developed for the American National Standards Institute by the HFES-200 Committee of the Human Factors and Ergonomics Society, are described.
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