Usability engineering of an interactive voice response system in a diverse-cultured and multilingual setting

Abstract

This paper advocates the utilization of user centred approach in the design of the user interface (UI) of a speech-enabled interactive voice response (IVR) system for the provision of information to the diverse user population of Southern Africa. It is postulated that the end product of this research will allow users to access information through a telephone line in their language of choice amongst the various official languages of South Africa and will therefore benefit all the citizens of the country including those with low literacy levels and little or no experience with contemporary ICT. © Springer Science+Business Media B.V. 2008.