• Journal of the Korea Institute of Information and Communication Engineering
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• v.15 no.12
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• pp.2679-2686
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• 2011

Whereas ARS(Automatic Response System)s are a typical communication system very widely used, it has a predominating reputation that it is of great inconvenience. This irony does not stem from technological deficiency, but rather from the usability problem. Under the current situation that there is little research and results in terms of ARS usability, we introduce an ARS simulator designed to help ARS usability tests more effectively. As a system for ARS usability researchers, it provides an environment for the mock task design and users' performance of the task. Further, it saves the mock task history and analyzes users' action patterns to some extent.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.15 no.2
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• pp.462-470
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• 2011

ARS (Automatic Response Systems) based on VUI (Voice User Interface) and TTI (Touch Tone Interface) are one of the most widely used communication systems. Despite common usages, however, inconvenience of ARS is continually pointed out. This may stem from lack of human-centered studies aside from technological development. In this paper, we provide guidelines for designing ARS by analyzing hindrance factors of usability of ARS menu structure. We had selected two call-centers using ARS, and carried out an experimental study where subjects performed the task of "returning books." After that, they completed questionnaires and interviews. We identified four problems: the complex menu structure, lack of representativeness on the menu name, users' awareness of location, and a difficulty to move among menus. And we partially discussed the ways of avoiding the problems.