Efficiency measurements in IVR systems for oral users: Consequences of differences in educational levels

Abstract

In this paper we present the development of an Interactive Voice Response (IVR) system that enables its users to obtain soccer results. The objective of the study is to evaluate the usability of the system through experiments that involve anticipated users of the system in order to improve its usability. The main usability characteristic that we seek to explore is efficiency of the system in the milieu of varying educational levels of the intended users. We have found that levels of education have a significant influence in the rate at which the users complete their tasks.