Usable Interactive Voice Response Applications
http://infocentre.frontend.com/infocentre/articles/usableivrapplications.html

Gaine, Frank
Frontend Infocentre
2001

Abstract:

An Interactive Voice Response (IVR) application is any telephone-based application which interactively takes input from callers and returns output in the form of a previously recorded human voice or other auditory information (Noonan). Cost and efficiency considerations means that IVR applications are fast becoming a common supplement, or indeed alternative, to direct contact with customer service representatives. The principles of User-Centred Design can be applied to make a more efficient and intuitive IVR applications. A solely auditory interface means that the user can hear only one thing at a time. The interface is sequential. With visual interfaces, like computer screens, it is possible to emphasise content through fonts or colour. The user can review any part of the screen at a glance. Therefore, the manner and order in which information is rendered on an IVR application is very important. The following are some guidelines for the design of an intuitive IVR application.