Spoken Dialogue Interfaces: Integrating Usability

  • Dimitris Spiliotopoulos
  • Pepi Stavropoulou
  • Georgios Kouroupetroglou
Part of the Lecture Notes in Computer Science book series (LNCS, volume 5889)

Abstract

Usability is a fundamental requirement for natural language interfaces. Usability evaluation reflects the impact of the interface and the acceptance from the users. This work examines the potential of usability evaluation in terms of issues and methodologies for spoken dialogue interfaces along with the appropriate designer-needs analysis. It unfolds the perspective to the usability integration in the spoken language interface design lifecycle and provides a framework description for creating and testing usable content and applications for conversational interfaces. Main concerns include the problem identification of design issues for usability design and evaluation, the use of customer experience for the design of voice interfaces and dialogue, and the problems that arise from real-life deployment. Moreover it presents a real-life paradigm of a hands-on approach for applying usability methodologies in a spoken dialogue application environment to compare against a DTMF approach. Finally, the scope and interpretation of results from both the designer and the user standpoint of usability evaluation are discussed.

Keywords

Speech Spoken Dialog Interface Usability Usability Evaluation Auditory User Interface Human Computer Interaction Accessibility Computer Mediated Communication 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Bernsen, N.O., Dybkjaer, H., Dybkjaer, L.: Designing Interactive Speech Systems: From First Ideas to User Testing. Springer, London (1998)Google Scholar
  2. 2.
    Bernsen, N.O., Dybkjær, L.: A Methodology for Evaluating Spoken Language Dialogue Systems and Their Components. In: International Conference on Language Resources and Evaluation, pp. 183–188. ERLA, Athens (2000)Google Scholar
  3. 3.
    Bernsen, N.O., Dybkjær, L.: Building Usable Spoken Dialogue Systems. Some Approaches. Int. J. Lang. Data Proc. 28(2), 111–131 (2004)Google Scholar
  4. 4.
    Cohen, M., Giancola, J.P., Balogh, J.: Voice User Interface Design. Addison-Wesley, Boston (2004)Google Scholar
  5. 5.
    Duarte, C., Carriço, L.: Audio Interfaces for Improved Accessibility. In: Pinder, S. (ed.) Advances in Human Computer Interaction, pp. 121–142. I-Tech Education and Publishing KG, Vienna (2008)Google Scholar
  6. 6.
    Dutton, R.T., Foster, J.C., Jack, M.A., Stentiford, F.W.M.: Identifying usability attributes of automated telephone services. In: European Conference on Speech Communication and Technology, pp. 1335–1338. ISCA, Berlin (1993)Google Scholar
  7. 7.
    Dybkjær, L., Bernsen, N.O.: Usability Issues in Spoken Language Dialogue Systems. Nat. Lang. Eng. 6(3-4), 243–272 (2000)CrossRefGoogle Scholar
  8. 8.
    Dybkjær, L., Bernsen, N.O.: Usability Evaluation in Spoken Language Dialogue Systems. In: ACL Workshop on Evaluation Methodologies for Language and Dialogue Systems, pp. 9–18 (2001)Google Scholar
  9. 9.
    Dybkjær, L., Bernsen, N.O., Minker, W.: Evaluation and Usability of Multimodal Spoken Language Dialogue Systems. Speech Communication 43(1-2), 33–54 (2004)CrossRefGoogle Scholar
  10. 10.
    eEurope 2005: An Information Society for All. Online Project Web Site (2005), http://europa.eu.int/information_society/eeurope/2005/index_en.htm
  11. 11.
    Fellbaum, K., Kouroupetroglou, G.: Principles of Electronic Speech Processing with Applications for People with Disabilities. Technology and Disability 20(2), 55–85 (2008)Google Scholar
  12. 12.
    Freitas, D., Kouroupetroglou, G.: Speech Technologies for Blind and Low Vision Persons. Technology and Disability 20(2), 135–156 (2008)Google Scholar
  13. 13.
    Hajdinjak, M., Mihelic, F.: The PARADISE evaluation framework: Issues and findings. Comp. Ling. 32(2), 263–272 (2006)CrossRefGoogle Scholar
  14. 14.
    Harris, R.A.: Voice Interaction Design: Crafting the New Conversational Speech Systems. Elsevier, Amsterdam (2005)Google Scholar
  15. 15.
    Hartikainen, M., Salonen, E.-P., Turunen, M.: Subjective Evaluation of Spoken Dialogue Systems Using SERVQUAL Method. In: International Conference on Spoken Language Processing, pp. 2273–2276. ISCA, Jeju (2004)Google Scholar
  16. 16.
    Kamm, C.A., Litman, D., Walker, M.A.: From novice to expert: The effect of tutorials on user expertise with spoken dialogue systems. In: International Conference on Spoken Language Processing, pp. 1211–1214. ISCA, Sydney (1998)Google Scholar
  17. 17.
    Kamm, C.A., Walker, M.A., Litman, D.: Evaluating spoken language systems. In: American Voice Input/Output Society Conference, AVIOS, San Jose, pp. 187–197 (1999)Google Scholar
  18. 18.
    Larsen, L.B.: Issues in the Evaluation of Spoken Dialogue Systems using Objective and Subjective Measures. In: 8th IEEE Workshop on Automatic Speech Recognition and Understanding, pp. 209–214. IEEE Press, New York (2003)CrossRefGoogle Scholar
  19. 19.
    Larson, J.A., Raman, T.V., Raggett, D.: W3C Multimodal Interaction Framework, http://www.w3.org/TR/mmi-framework/
  20. 20.
    Larson, J.A.: W3C Speech Interface Framework, http://www.w3.org/TR/voice-intro/
  21. 21.
    Litman, D.J., Pan, S.: Designing and evaluating an adaptive spoken dialogue system. User Modeling and User-Adapted Interaction 12(2-3), 111–137 (2002)MATHCrossRefGoogle Scholar
  22. 22.
    Love, S., Dutton, R.T., Foster, J.C., Jack, M.A., Stentiford, F.W.M.: Identifying salient usability attributes for automated telephone services. In: International Conference on Spoken Language Processing, pp. 1307–1310 (1994)Google Scholar
  23. 23.
    McTear, M.F.: Towards the Conversational User Interface. Springer, London (2004)Google Scholar
  24. 24.
    Moller, S., Englert, R., Engelbrecht, K., Hafner, V., Jameson, A., Oulasvirta, A., Raake, A., Reithinger, N.: MeMo: Towards Automatic Usability Evaluation of Spoken Dialogue Services by User Error Simulations. In: 9th International Conference on Spoken Language Processing, pp. 1786–1789 (2006)Google Scholar
  25. 25.
    Rubin, J., Chisnell, D.: Handbook of Usability Testing, Second Edition: How to Plan, Design, and Conduct Effective Tests. Wiley Publishing, Inc., Indianapolis (2008)Google Scholar
  26. 26.
    Sharp, H., Rogers, Y., Preece, J.: Interaction Design: Beyond Human-Computer Interaction. John Wiley & Sons, Inc., New York (2002)Google Scholar
  27. 27.
    Turunen, M., Hakulinen, J., Kainulainen, A.: Evaluation of a Spoken Dialogue System with Usability Tests and Long-term Pilot Studies: Similarities and Differences. In: 9th International Conference on Spoken Language Processing, pp. 1057–1060 (2006)Google Scholar
  28. 28.
    van Kuppevelt, J., Dybkjær, L., Bernsen, N.O. (eds.): Advances in natural multimodal dialogue. Springer, The Netherlands (2005)MATHGoogle Scholar
  29. 29.
    Walker, M.A., Litman, D.J., Kamm, C.A., Abella, A.: Evaluating spoken dialogue agents with PARADISE: Two case studies. Comp. Speech Lang. 12(3), 317–347 (1998)CrossRefGoogle Scholar
  30. 30.
    Walker, M.A., Kamm, C.A., Litman, D.J.: Towards developing general models of usability with PARADISE. Nat. Lang. Eng. 6(3-4), 363–377 (2000)CrossRefGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2009

Authors and Affiliations

  • Dimitris Spiliotopoulos
    • 1
  • Pepi Stavropoulou
    • 1
  • Georgios Kouroupetroglou
    • 1
  1. 1.Department of Informatics and TelecommunicationsNational and Kapodistrian University of AthensAthensGreece

Personalised recommendations