Usability Analysis of Spoken Dialogues for Automated Telephone Banking Services (OVID)

This paper describes the methodology in use on research project OVID to investigate the design, implementation and evaluation of spoken dialogues for automated telephone banking services. The project involves a series of large-scale field experiments using both Wizard of Oz (WOZ) schemes and real time speech recognition technology for the investigation of the perceived usability of such banking services which have voice response capability. The system possesses a fully integrated dialogue component which can be independently modified to suit different experimental objectives. The set-up for experiments using the WOZ scheme is described with details of the user evaluation measures employed in the research.