Abstract
Results are presented from an experiment to measure objective and subjective user responses towards three implementations of an automated voice response telephone service, two embodying rich implementations of metaphors in the service messages including appropriate sound effects to enhance realism, a third using a non-metaphorical presentation of standard menu prompts. It was found that task completion rates, navigation of the service and attitudes were all improved with the use of metaphors.
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References
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Dutton, R.T., Foster, J.C. & Jack, M.A. Please Mind the Doors — Do Interface Metaphors Improve the Usability of Voice Response Services?. BT Technology Journal 17, 172–177 (1999). https://doi.org/10.1023/A:1009695429553
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DOI: https://doi.org/10.1023/A:1009695429553