User Test and Interviews:

Testing the Phone System Prototype

To improve on my design, I conducted phone interviews with some past clients of mine to hear their thoughts about the idea of an automated phone system for computer help given the benefits that I envisioned, to get their opinions on these systems in general, and to find out what they think would make such a system more user-friendly to them.

Seymour Edwards (late 80s): I had to explain to him what an automated phone system was, he glazed over the benefits I listed because he didn't understand, and all he could really tell me was that he "dislikes" these systems "intensely".

Arthur Klaif (70s): He too wasn’t sure what an automated phone system meant until Iexplained it to him. Also said he "dislikes" it "intensely". What he dislikes the most is not being able to get a real person on the line even after following all the instructions and pressing 0 for operator. Doesn't like getting disconnected. If he can always end up talking to someone, he's fine with it.

David Grosdorf (60s): He was more amenable to the idea and to these kinds of systems in general. Realizes they are "cost-effective" solutions and are the "way of the future". The features he would like are voice-recognition (as opposed to pressing buttons) and 24/7 access. If there are menu options, they should at least be consistent and predictable, so that he can easily skip over them when he calls a second time.

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