Evaluation of IVR data collection UIs for untrained rural users
Author(s)Lerer, Adam; Ward, Molly; Amarasinghe, Saman P.
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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 including data collection. In order to reach the vast majority of mobile phone users without access to specialized software, applications must make use of interactive voice response (IVR) UIs. However, it is unclear whether rural users in the developing world can use such UIs without prior training or IVR experience; and if so, what UI design choices improve usability for these target populations. This paper presents the results of a real-world deployment of an IVR application for collecting feedback from teachers in rural Uganda. Automated IVR data collection calls were delivered to over 150 teachers over a period of several months. Modifications were made to the IVR interface throughout the study period in response to user interviews and recorded transcripts of survey calls. Significant differences in task success rate were observed for different interface designs (from 0% to over 75% success). 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 several tested interface designs.
DepartmentMassachusetts Institute of Technology. Computer Science and Artificial Intelligence Laboratory; Massachusetts Institute of Technology. Department of Electrical Engineering and Computer Science
Proceedings of the First ACM Symposium on Computing for Development, ACM DEV '10
Association for Computing Machinery
Lerer, Adam, Molly Ward, and Saman Amarasinghe. “Evaluation of IVR Data Collection UIs for Untrained Rural Users.” Proceedings of the First ACM Symposium on Computing for Development, ACM DEV’10, December 17–18, 2010, London, United Kingdom, ACM Press, 2010. 1. Web.
Author's final manuscript
Article No. 2