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Criteria for developing banking interactive voice response user interface

By Zulikha Jamaludin and Abdullah Embong


The goal of this paper was to facilitate the evolution of a usable and consistent style of user interface for IVR banking purpose. The idea was to designed an IVR banking user interface to help the customers, the banks and other interested parties to access banking telephony services. In so doing, telephone-based user interface cases for banking purposes were gathered through far-reaching library search and on-line questionnaires. The results were used to develop draft guidelines. Following that, extensive structured interviews with audio-based user interface experts as well as experienced IVR banking users were carried out in order to validate the guidelines and to produce the user interface scripts. This method provides an effective way of collecting primary data by directly taking into account the target audiences’ view, opinion and perspective. At the end of the project we manage to table most aspects of telephone-based user interface that should be considered for developing IVR banking user interface. The outcome was used in designing IVR banking user interface hypotheses. This paper also illustrates how the general hypotheses obtained, provides guidance for script development which then enables the translation of those hypotheses into actual scripts by categorizing them into three types of interactions, namely messages, prompts, and information. The hypotheses and the actual IVR banking scripts were significant contribution to the IVR banking systems developers, the banks, and certainly, the field of audio-based human-computer interactions (HCI)

Topics: QA76 Computer software
Year: 2000
OAI identifier: oai:repo.uum.edu.my:1550
Provided by: UUM Repository
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