The User Experience of Phone Systems
Usability applies to many different products, services, interactions and environments. You can just as easily talk about the usability of a bank deposit form as the usability of a website or software application. Or the usability of automated phone systems.
Ensuring that a phone system is usable has its challenges. I should know, when I worked as a software engineer I used to program them. Phone rage is a real problem – nine of our 10 people’s experiences at call centres leave them frustrated and angry.
Recently I shifted houses, and needed my telephone reconnected. This was my experience: Read more »