Featured Research

from universities, journals, and other organizations

'He says, she says': How characteristics of automated voice systems affect users' experience

Date:
September 21, 2012
Source:
Human Factors and Ergonomics Society
Summary:
Human factors/ergonomics researchers have studied how the gender and tone selected for an interactive voice response system, or IVR, affects its user-friendliness.

The personality and gender of the automated voices you hear when calling your credit card company or receiving directions from your GPS navigational system may have an unconscious effect on your perception of the technology. Human factors/ergonomics researchers have studied how the gender and tone selected for an interactive voice response system, or IVR, affects its user-friendliness and will present their findings at the upcoming HFES 56th Annual Meeting in Boston.

Related Articles


IVRs have become increasingly popular, particularly with the introduction of mobile technology such as Apple Siri and Iris for Android. Past studies have indicated that users are more responsive to actual human voices than to computer-generated voices, but little research has been completed on the role that voice characteristics play in user perceptions of the technology.

In their upcoming Annual Meeting presentation, "He Says, She Says: Does Voice Affect Usability?" Rochelle Edwards and Philip Kortum conducted a study in which participants interacted with a medical IVR that collected information about their health. Users responded to both male and female voices that spoke in different tones -- upbeat, professional, or sympathetic -- and then were asked to judge the system's usability.

"We have been systematically looking at what affects user performance on IVRs for some time now," said Kortum. "Voice is the major element in an IVR interface, as graphical elements are for a Web page, and this study was a first attempt to understand the impact voice might have on the perceived usability of such systems."

The authors found that although IVRs with male voices tended to be perceived as more usable than those with female voices, they were not considered more trustworthy. The researchers encourage designers to take voice characteristics into consideration when developing future systems.

"Anyone who uses an IVR knows how frustrating they can be," continues Kortum. "Much of this frustration stems from poorly designed IVRs, not from the form of interface being intrinsically 'bad.' This research shows that some simple modifications to the design of these systems can have an impact on the usability of voice interfaces."


Story Source:

The above story is based on materials provided by Human Factors and Ergonomics Society. Note: Materials may be edited for content and length.


Cite This Page:

Human Factors and Ergonomics Society. "'He says, she says': How characteristics of automated voice systems affect users' experience." ScienceDaily. ScienceDaily, 21 September 2012. <www.sciencedaily.com/releases/2012/09/120921140302.htm>.
Human Factors and Ergonomics Society. (2012, September 21). 'He says, she says': How characteristics of automated voice systems affect users' experience. ScienceDaily. Retrieved October 30, 2014 from www.sciencedaily.com/releases/2012/09/120921140302.htm
Human Factors and Ergonomics Society. "'He says, she says': How characteristics of automated voice systems affect users' experience." ScienceDaily. www.sciencedaily.com/releases/2012/09/120921140302.htm (accessed October 30, 2014).

Share This



More Mind & Brain News

Thursday, October 30, 2014

Featured Research

from universities, journals, and other organizations


Featured Videos

from AP, Reuters, AFP, and other news services

Techy Tots Are Forefront of London's Baby Show

Techy Tots Are Forefront of London's Baby Show

AP (Oct. 28, 2014) Moms and Dads get a more hands-on approach to parenting with tech-centric products for raising their little ones. (Oct. 28) Video provided by AP
Powered by NewsLook.com
Cocoa Could Be As Good For Memory As It Is For A Sweet Tooth

Cocoa Could Be As Good For Memory As It Is For A Sweet Tooth

Newsy (Oct. 27, 2014) Researchers have come up with another reason why dark chocolate is good for your health. A substance in the treat can reportedly help with memory. Video provided by Newsy
Powered by NewsLook.com
Five-Year-Olds Learn Coding as Britain Eyes Digital Future

Five-Year-Olds Learn Coding as Britain Eyes Digital Future

AFP (Oct. 27, 2014) Coding has become compulsory for children as young as five in schools across the UK. Making it the first major world economy to overhaul its IT teaching and put programming at its core. Duration: 02:19 Video provided by AFP
Powered by NewsLook.com
Academic Scandal Shocks UNC

Academic Scandal Shocks UNC

AP (Oct. 23, 2014) A scandal involving bogus classes and inflated grades at the University of North Carolina was bigger than previously reported, a new investigation found. (Oct. 23) Video provided by AP
Powered by NewsLook.com

Search ScienceDaily

Number of stories in archives: 140,361

Find with keyword(s):
Enter a keyword or phrase to search ScienceDaily for related topics and research stories.

Save/Print:
Share:

Breaking News:

Strange & Offbeat Stories


Health & Medicine

Mind & Brain

Living & Well

In Other News

... from NewsDaily.com

Science News

Health News

    Environment News

    Technology News



    Save/Print:
    Share:

    Free Subscriptions


    Get the latest science news with ScienceDaily's free email newsletters, updated daily and weekly. Or view hourly updated newsfeeds in your RSS reader:

    Get Social & Mobile


    Keep up to date with the latest news from ScienceDaily via social networks and mobile apps:

    Have Feedback?


    Tell us what you think of ScienceDaily -- we welcome both positive and negative comments. Have any problems using the site? Questions?
    Mobile: iPhone Android Web
    Follow: Facebook Twitter Google+
    Subscribe: RSS Feeds Email Newsletters
    Latest Headlines Health & Medicine Mind & Brain Space & Time Matter & Energy Computers & Math Plants & Animals Earth & Climate Fossils & Ruins