Implementation and evaluation of an IVR rendering platform for data collection in the developing world

Abstract

Due to the rapid spread of mobile phones and coverage in the developing world, mobile phones are being increasingly used as a technology platform for developing-world applications. Data collection is one such application area, and a variety of software has been written to enable data collection over mobile phones. However, reaching the vast majority of mobile phone users without access to specialized software requires a data collection strategy that operates over IVR or SMS. We have developed ODK Voice, an IVR platform for delivering data collection protocols based on the XForms standard and targeted at users in the developing world. User testing of ODK Voice was performed both in controlled scenario experiments, and in a real-world deployment in Uganda. In controlled experiments in the United States, users were able to complete a complex survey with high accuracy. However, in a real-world deployment with teachers in rural Uganda lacking training or IVR experience, a number of significant interface modifications were required in order to achieve high success rates. The task success rate increased from near 0% to over 75% based on changes in interface design. Notably, most participants were not able to use a touchtone or touchtone-voice hybrid interface without prior training. A set of design recommendations is proposed based on the performance of users in Uganda on several interface iterations.