Evaluation of IVR data collection UIs for untrained rural users

Due to the rapid spread of mobile phones and coverage in the developing world, mobile phones are being increasingly used as a technology platform for developing-world applications including data collection. In order to reach the vast majority of mobile phone users without access to specialized software, applications must make use of interactive voice response (IVR) UIs. However, it is unclear whether rural users in the developing world can use such UIs without prior training or IVR experience; and if so, what UI design choices improve usability for these target populations. This paper presents the results of a real-world deployment of an IVR application for collecting feedback from teachers in rural Uganda. Automated IVR data collection calls were delivered to over 150 teachers over a period of several months. Modifications were made to the IVR interface throughout the study period in response to user interviews and recorded transcripts of survey calls. Significant differences in task success rate were observed for different interface designs (from 0% to over 75% success). Notably, most participants were not able to use a touchtone or touchtone-voice hybrid interface without prior training. A set of design recommendations is proposed based on the performance of several tested interface designs

Crowdsourcing citizen feedback on district development in Ghana using interactive voice response surveys

This practice paper describes research carried out by VOTO Mobile, a Ghanaian tech company and social enterprise, and CDD-Ghana, a non-profit organisation focusing on good governance. VOTO Mobile uses an interactive voice response (IVR) survey tool in its work, while CDD-Ghana has engaged with the United Nations Children’s Fund to develop the District League Table (DLT), a tool for measuring and highlighting discrepancies in local government service delivery in different sectors. Their research set out to examine: whether VOTO Mobile’s IVR methodology would be suitable for gathering data for future editions of the DLT; how far the DLT reflected the priorities of Ghanaian citizens; and how IVR could be adapted to maximise the response rate of rural women. The practice paper presents the findings and implications of the research, as well as reflecting on the challenges facing a tech provider and a civil society organisation in working together to develop tools for citizen engagement in local government monitoring.DFIDUSAIDSIDAOmidyar Networ

Evaluation of Gaining Cooperation Methods for IVR Surveys in Low- and Middle-income Countries

Interactive voice response (IVR) is gaining popularity as a data collection method for survey research. In low- and middle-income countries, IVR is used as a primary data collection mode. The system places an out-bound dial; when the individual answers, he/she hears a recorded greeting and invitation to begin the survey. This approach has the benefit of reducing labor costs, but without an interviewer, there is no one to help gain cooperation, answer questions, or identify the appropriate language in which to continue, resulting in low production outcome rates (e.g., cooperation rate, response rate). In this paper, we use experiments embedded in four studies in three countries (Ghana, Malawi, and Nigeria) to test how three design choices affect production and representativeness in IVR surveys in low- and middle-income countries. Specifically, (1) should we send an SMS (i.e., text message) prior to the first IVR contact? (2) Where should we place the language selector within the introduction? (3) Should we notify the individual that they are listening to a recording during the introduction? While some of these design choices resulted in different production outcome rates at different points in the survey, there was no clear effect on overall yields nor on the representativeness of the sample

Engineering And Pilot Proxy Evaluation Of A Spoken Web Enabled Care Management Platform

Telephones are a ubiquitous and widely accepted technology worldwide. The low ownership cost, simple user interface, intuitive voice-based access and long history contribute to wide-spread use and success of telephones, and more recently, that of mobile phones. This study presents our preliminary efforts to leverage this technology to bridge disparities in the access to and delivery of personalized health and wellness care by developing and evaluating a Spoken Web enabled Care Management Platform (SW-CMP) for underserved and disadvantaged populations. A pilot evaluation study was conducted with eight proxy users representing both providers and patients. Surveys completed by the participants and data generated from the evaluation process were analyzed. Results were mixed; while the current state of the system does not yet fully support a beneficial user experience, promising opportunities are being pursued for improved health management for patients and providers alike

Household-specific targeting of agricultural advice via mobile phones: Feasibility of a minimum data approach for smallholder context

In recent years, agricultural extension services in developing countries have increasingly introduced modern information and communication technologies (ICT) to deliver advice. But to realize efficiency gains, digital applications may need to address heterogeneous information needs by targeting agricultural advisory contents in a household-specific way. We explore the feasibility of an automated advisory service that collects household data from farmers, for example through the keypads of conventional mobile phones, and uses this data to prioritize agricultural advisory messages accordingly. To reduce attrition, such a system must avoid lengthy inquiry. Therefore, our objective was to identify a viable trade-off between low data requirements and useful household-specific prioritizations of advisory messages. At three sites in Ethiopia, Kenya, and Tanzania in-dependently, we collected experimental preference rankings from smallholder farmers for receiving information about different agricultural and livelihood practices. At each site, we identified socio-economic household variables that improved model-based predictions of individual farmers’information preferences. We used the models to predict household-specific rankings of information options based on 2–4 variables, requiring the farmer to answer between 5 and 10 questions through an ICT interface. These predicted rankings could inform household-specific prioritizations of advisory messages in a digital agro-advisory application. Household-specific “top 3” options suggested by the models were better-fit to farmers’preferences than a random selection of 3 options by 48–68%, on average. The analysis shows that relatively limited data inputs from farmers, in a simple format, can be used to increase the client-orientation of ICT-mediated agricultural extension. This suggests that household-specific prioritization of agricultural advisory messages through digital two-way communication is feasible. In future digital agricultural advisory applications, collecting little data from farmers at each interaction may feed into learning algorithms that continuously improve the targeting of advice

ACQR: Acoustic Quick Response Codes for Content Sharing on Low End Phones with No Internet Connectivity.

ABSTRACT In this paper we introduce Acoustic Quick Response codes to facilitate sharing between Interactive Voice Response (IVR) service users. IVRs are telephone-based, and similar to the world wide web in many aspects, but currently lack support for content sharing. Our approach uses 'audio codes' to let people share their call positions, and allows callers to hold their normal (low-end) handsets together to synchronise. The technique uses remote generation and recognition of audio codes to ensure that sharing is possible on any type of phone without the need for textual literacy or an internet connection. We begin by exploring existing user needs for sharing, then evaluate the technical robustness of our audio-based design. We demonstrate the value of the approach for voice service users over several separate studies-including an eight-month extended field deployment-then conclude with a discussion of future possibilities for such scenarios

Designing a Voice-Based Treatment Module for Treating Perinatal Depression in Rural Kenya

Depression is the largest contributor to the worldwide disease burden of mental, neurological and substance use disorders. Addressing perinatal depression is a particular challenge in low- and middle-income countries where screening and treatment is not readily available. A potential solution to this treatment gap is shifting treatment from more skilled to less skilled providers. A treatment model using lay counselors in Pakistan demonstrated large reductions in depression rates but is challenging to implement at scale. This study investigated how mobile phones could be used to deliver treatment sessions remotely through an automated voice-based service, thus potentially easing the burden of implementing the program at scale in rural and remote regions. Working in Bungoma County, Kenya, we followed a Human Centered Design approach to adapting and testing a session of an efficacious treatment program developed in Pakistan called the Thinking Healthy Program. We conducted two rounds of testing with community health workers. Participants were randomly assigned to complete the session in person with a single facilitator or as part of a group, or remotely via a mobile phone with or without live operator support. Comprehension of session content was high and not significantly different across in person and phone conditions. Phone implementation was feasible and acceptable to participants, though refinement is needed. Results suggest that automated phone administration could be a viable method to deliver session content. Further testing should assess therapeutic benefits of such as system compared to standard, in person delivery.Honors Thesi

mWASH: Mobile Phone Applications for the Water, Sanitation, and Hygiene Sector

This report assesses how water and sanitation practitioners have begun to tap the potential of mobile phones as tools to improve water, sanitation, and hygiene (WASH) services. Coined "mWASH" solutions, this report analyzes how mobile technology applications are already being tapped in many areas, such as health, agriculture, and disaster relief, as well as WASH. The ten case studies call out lessons critical for developing robust mWASH applications. Using SMS, email, or the web, citizens and residents can remotely report conditions such as poor water quality and sewage backflow, register lack of infrastructure to aid in network expansion, and view information on the status of service provision and problem resolution

Adoption and sustained use of M-Commerce to improve efficacy of construction SMMEs

E-commerce has been said to bring value to businesses by improving business efficiency and effectiveness and thus providing business with a competitive advantage through the potential benefits that it offers (Cloete, Courtney & Fintz, 2002). However, despite the potential benefits that e-commerce can offer, the adoption of B2C e-commerce in South African construction SMMEs is low and this is due to the challenges associated with e-commerce (Vaithanathan, 2010; Uzoka, Shemi & Seleka, 2007; Love & Irani, 2004; Anumba & Ruikar, 2002). These e-commerce challenges include: high implementation costs, lack or poor infrastructure, inadequate resources, low use of e-commerce by suppliers and consumers, lack of access to e-commerce, computer illiteracy, deficiency in understanding the potential benefits of e-commerce and security concerns (Vaithanathan, 2010; Uzoka, Shemi, & Seleka, 2007; Mensah, Bahta, & Mhlanga, 2005; Cloete, Courtney, & Fintz, 2002). Therefore, due to these e-commerce challenges, construction SMMEs do not exploit the business advantages that e-commerce offers. In order to assist South African construction SMMEs in their efforts to improve their business effectiveness and efficiency through commercial technologies