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Min Yin

 

Publications by Min Yin (bibliography)

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2006
 
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Yin, Min and Zhai, Shumin (2006): The benefits of augmenting telephone voice menu navigation with visual browsing and search. In: Proceedings of ACM CHI 2006 Conference on Human Factors in Computing Systems 2006. pp. 319-328. Available online

Automatic interactive voice response (IVR) based telephone routing has long been recognized as a frustrating interaction experience. This paper presents a series of experiments examining the benefits of augmenting telephone voice menus with coordinated visual displays and keyword search. The first experiment qualitatively studied callers' experience of having a visual menu on a screen in synchronization with the telephone voice menu tree navigation. The second experiment quantitatively measured callers' performance in time and accuracy with and without visual display augmentation. The third experiment tested keyword search in comparison to visual browsing of telephone menu trees. Study participants uniformly and enthusiastically liked the visual augmentation of voice menus. On average with visual augmentation callers could navigate phone trees 36% faster with 75% fewer errors, and made choices ahead of the voice menu over 60% of the time. Search vs. browsing had similar navigation performance but offered different and complementary user experiences. Overall our studies conclude that telephone voice menu navigation can be significantly improved with a visual channel augmentation, resulting in both business cost reduction and user experience satisfaction.

© All rights reserved Yin and Zhai and/or ACM Press

2005
 
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Yin, Min and Zhai, Shumin (2005): Dial and see: tackling the voice menu navigation problem with cross-device user experience integration. In: Proceedings of the 2005 ACM Symposium on User Interface Software and Technology 2005. pp. 187-190. Available online

IVR (interactive voice response) menu navigation has long been recognized as a frustrating interaction experience. We propose an IM-based system that sends a coordinated visual IVR menu to the caller\'s computer screen. The visual menu is updated in real time in response to the caller\'s actions. With this automatically opened supplementary channel, callers can take advantages of different modalities over different devices and interact with the IVR system with the ease of graphical menu selection. Our approach of utilizing existing network infrastructure to pinpoint the caller\'s virtual location and coordinating multiple devices and multiple channels based on users\' ID registration can also be more generally applied to create integrated user experiences across a group of devices.

© All rights reserved Yin and Zhai and/or ACM Press

 
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