Abstract

Applications of the interactive voice response system (IVRS) have been increased rapidly. However, deficiencies of phone-based interface systems (PBIS) suggest human factors considerations can improve design structures of the systems. To improve the existing phone-based interface systems, this study proposes an new interface style, which is based on the ‘standard-with-skips’ and the ‘hierarchy’ styles. This improved interface style can assist in saving time for both the novices and the experienced users and allows users to have more control. A new kind of identifier is also developed to facilitate procedures for reaching user goals. To reduce the workload in the working memory, a marking function is presented to give the users memory aids and prevent them from making errors. With consideration of these factors, an ideal modal is constructed and compared with existing systems.

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