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Standards in Practice: A Case Study of Voice Messaging

This case study explores the implementation of UI standards in a voice messaging system, including usability goals, design issues, and the use of ISO 13714 and the Voice Messaging User Interface Forum. The study also discusses the solution of creating a third UI that is more compatible with the existing UI and the results of usability tests.

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Standards in Practice: A Case Study of Voice Messaging

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  1. Standards in Practice:A Case Study of Voice Messaging • John P. Chin

  2. Introduction • Usability Goals and Objectives • Design Issues • UI Standards • ISO 13714 • Voice Messaging User Interface Forum (VMUIF) • Usability Test Results

  3. Goals and Objectives • Situation • Existing User Interface (UI) A incompatible with UI B • Customers object to replacing existing UI A with UI B • Solution • Create third UI C that is more compatible with UI A • UI C to comply with standards as much as possible

  4. Listen Menu UI A UI B Reply/Forward Pause Delete Rewind Fast Forward Pause Louder Rewind Fast Forward Repeat Forward Envelope Info Softer Slower Faster Erase Save Reply Control Access Menu Skip Skip Help Play Cancel

  5. Assessment User Interface B 11% User Interface A

  6. Listen Menu ISO 13714 VMUIF Repeat Delete Play Save Delete Save Reply Pause Rewind Rewind Fast Forward Fast Forward Resume Control Access Menu Backup or Cancel Skip Help Skip

  7. Listen Menu UI A ISO 13714 Play Save Delete Rewind Fast Forward Pause Repeat Forward Envelope Info Rewind Fast Forward Erase Save Reply Control Access Menu Backup or Cancel Skip Skip Help

  8. Assessment User Interface B 11% User Interface A 53% 46% ISO 13714

  9. Listen Menu UI A UI C Rewind Pause Fast Forward Rewind Fast Forward Pause Repeat Envelope Info Repeat Forward Envelope Info Delete Save Erase Reply/Forward Save Reply Backup or Cancel Backup or Cancel Skip Skip Help Help

  10. Assessment User Interface B 11% User Interface A 15% 61% User Interface C

  11. Assessment User Interface B 11% User Interface A 15% 61% User Interface C 53% 45% 46% ISO 13714 37% VMUIF

  12. Method • Nine expert users of UI A rated ease of use of UI C • Performed 17 different tasks for • Administration, Get Messages, Send Messages • Rated tasks and overall system • Scale:1 = Extremely difficult to 7 = Extremely easy • Wrote additional comments when appropriate

  13. Results • UI C was rated neither harder or easier than UI A • Rate task moderate (6) or extremely easy (7) • 85% rate frequent and critical tasks • Save, Erase and Skip • 80% rate typical features • Overall, 77% of the goals were achieved

  14. Lessons Learned • Subjective measures are an important consideration • Deviate from standards to avoid destructive actions • Users won’t over generalize negative ratings • Ratings will vary from one task to another • Overall assessment of the UI will reflect the majority of the ratings.

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