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Usability evaluation of the South African National Accessibility Portal interactive voice response system

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SAICSIT '08: Proceedings of the 2008 annual research conference of the South African Institute of Computer Scientists and Information Technologists on IT research in developing countries: riding the wave of technology

Pages 76 - 85

https://doi.org/10.1145/1456659.1456669

Published: 06 October 2008 Publication History

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Abstract

One of the most prominent problems that persons with disabilities face in South Africa, is access to relevant disability related information. To address this need the South African National Accessibility Portal (NAP Portal) was developed, that enable people with disabilities to easily get access to information. However, most people in South Africa do not have access to adequate Internet facilities. To overcome this obstacle, an Interactive Voice Response (IVR) engine was connected to the NAP Portal, which allows access to information through a telephony interface. The IVR engine and scripts guide the user through information categories on the portal to the desired information, which is then voiced out to the user. In this paper, we present the evaluation of the IVR system to determine how easy or difficult users experience the whole process of retrieving information via a telephone. A usability evaluation was performed on the current NAP IVR system. Furthermore, a heuristic evaluation was done on a new design of the NAP IVR system to determine whether the major problems, that were highlighted by an expert, are addressed in the new design. Inputs from both of these evaluations will be used to design the next version of the NAP IVR system.

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Cited By

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Murad CCandello HMunteanu C(2023)What’s The Talk on VUI Guidelines? A Meta-Analysis of Guidelines for Voice User Interface DesignProceedings of the 5th International Conference on Conversational User Interfaces10.1145/3571884.3597129(1-16)Online publication date: 19-Jul-2023
https://dl.acm.org/doi/10.1145/3571884.3597129
Bhana BFlowerday SSatt A(2013)Using Participatory Crowdsourcing in South Africa to Create a Safer Living EnvironmentInternational Journal of Distributed Sensor Networks10.1155/2013/9071969:11(907196)Online publication date: Jan-2013
https://doi.org/10.1155/2013/907196
Niyizamwiyitira CLundberg LSvahnberg M(2012)Evaluation of Voice-driven Web Application ArchitectureProceedings of the 2012 Eighth International Conference on Signal Image Technology and Internet Based Systems10.1109/SITIS.2012.86(555-562)Online publication date: 25-Nov-2012
https://dl.acm.org/doi/10.1109/SITIS.2012.86
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Usability evaluation of the South African National Accessibility Portal interactive voice response system
1. Human-centered computing
  1. Human computer interaction (HCI)

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October 2008

304 pages

ISBN:9781605582863

DOI:10.1145/1456659

Program Chairs:
Reinhardt Botha
Nelson Mandela Metropolitan University, South Africa
,
Charmain Cilliers
Nelson Mandela Metropolitan University, South Africa

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Published: 06 October 2008

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SAICSIT '08: 2008 Annual Conference of the South African Institute of Computer Scientists and Information Technologists

October 6 - 8, 2008

Wilderness, South Africa

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Murad CCandello HMunteanu C(2023)What’s The Talk on VUI Guidelines? A Meta-Analysis of Guidelines for Voice User Interface DesignProceedings of the 5th International Conference on Conversational User Interfaces10.1145/3571884.3597129(1-16)Online publication date: 19-Jul-2023
https://dl.acm.org/doi/10.1145/3571884.3597129
Bhana BFlowerday SSatt A(2013)Using Participatory Crowdsourcing in South Africa to Create a Safer Living EnvironmentInternational Journal of Distributed Sensor Networks10.1155/2013/9071969:11(907196)Online publication date: Jan-2013
https://doi.org/10.1155/2013/907196
Niyizamwiyitira CLundberg LSvahnberg M(2012)Evaluation of Voice-driven Web Application ArchitectureProceedings of the 2012 Eighth International Conference on Signal Image Technology and Internet Based Systems10.1109/SITIS.2012.86(555-562)Online publication date: 25-Nov-2012
https://dl.acm.org/doi/10.1109/SITIS.2012.86
Coetzee LOlivrin GViviers ISloan DAsakawa CTakagi H(2009)Accessibility perspectives on enabling South African sign language in the South African national accessibility portalProceedings of the 2009 International Cross-Disciplinary Conference on Web Accessibililty (W4A)10.1145/1535654.1535668(62-65)Online publication date: 20-Apr-2009
https://dl.acm.org/doi/10.1145/1535654.1535668

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Accessibility perspectives on enabling South African sign language in the South African national accessibility portal

The national accessibility portal: an accessible information sharing portal for the South African disability sector

Comparing accessibility evaluation and usability evaluation in HagáQuê

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