Usability testing of spoken conversational systems
Susan L. Hura · Journal of Usability Studies archive · 2017
The philosophy behind usability testing for speech-enabled systems is shared with general usability practices, but many usability practitioners have little or no experience testing speech interfaces, and the specific techniques required for collecting valid and reliable data are not widely understood. Spoken language and conversation have a number of properties that should influence the methods used to test speech user interfaces. Many excellent books exist on how to design effective speech user interfaces (Balentine & Morgan, 2001; Cohen, Giangola, & Balogh, 2004; Harris, 2005; Lewis, 2011), and these books offer some how-to information on testing voice user interfaces. However, the missing element is a detailed exploration of why speech interactions require alternate testing methods. The purpose of this editorial is to share practical experience, introduce concerns particular to speech, and point out potential issues.