Maareech: Usability testing tool for voice response system using XML based user models

Abstract

Interactive Voice Response Systems (IVRS) are popular voice-based systems to access information over the telephone. In developing regions, HCI researchers have shown keen interest in IVRS due to high affordability and reach among rural, poor, and illiterate users. However, IVRS are also notorious for their usability issues. This makes researchers thrive for more usable IVRS. The lack of automated usability testing tools for voice-based systems makes researchers depend on human subjects for testing their proposed IVR systems that are both costly and time-consuming. To address this research gap, we present Maareech, a usability testing tool for voice response systems using XML-based user models. Maareech has a flexible architecture to accommodate different user models that can be used to perform usability tests. In this paper, we discuss Maareech’s architecture and its ability to mimic IVR user behavior based on different user models.