ABSTRACT
This paper describes an experiment to compare 2 methodologies for generating interface metaphors for voice-based automated mobile phone services. The methodologies are card sorting and sketching, and provide a visual means of choosing an appropriate metaphorbased structure for the auditory information that must be navigated to complete a task using an automated telephone service. The use of metaphors has been successfully applied to the design of a range of graphical user interfaces (GUIs), for example the computer desktop and the web browser, but has not been commercially applied to the design of voice user interfaces (VUIs) for automated telephone services. However, Dutton et al (1999) found that experimenter generated interface metaphors improved the usability of a telephone home shopping service. The aim of the present experiment was to follow a user-centred approach to the generation, selection and articulation of potential interface metaphors, in order that they be understood by users, and be congruent with their real world experiences. The following sections discuss the structure and usability problems of automated telephone services; how they may be addressed by using interface metaphors; current methodologies for generating, selecting and articulating metaphors; and how the 2 new methodologies (card sorting,
sketching) can be integrated and used to extend these existing methodologies specifically for automated telephone services.
