Abstract
Despite the success and widespread use of Automatic Teller Machines (ATMs), a significant proportion of bank customers can not or will not use them, or experience difficulties in their interactions. Speech technology has been suggested as a means by which non-users might be encouraged to use ATMs, while simultaneously improving usability for all. The potential advantages of speech interfaces include hands-free and eyes-free use for physically- and visually-impaired users, and improved ease and speed of use through increased 'naturalness' of the interaction. This study investigated user attitudes to the concepts of a speech-based ATM, via large-scale survey and a series of focus groups. Objective performance was also considered in user trials with a prototype speech-driven ATM. The idea of using speech for ATM transactions led to a number of concerns. Privacy (the concern over one's personal financial details being overheard) and security (the fear of potential attackers hearing the user withdraw cash) were the major reasons given. The user trials confirmed that possible solutions, such as the adoption of a hood over the ATM or the use of a telephone handset as the speech input/output device, were ineffective. Groups of impaired users, particularly visually-impaired subjects, were more positive about the concept of speech, citing various difficulties with current visual-manual interactions. Most non-users, however, would not be encouraged to use ATMs with the addition of speech. The paper discusses these and other issues relating to the likely success of using speech for ATM applications.
| Original language | English |
|---|---|
| Pages (from-to) | 962-981 |
| Number of pages | 20 |
| Journal | Ergonomics |
| Volume | 41 |
| Issue number | 7 |
| DOIs | |
| Publication status | Published - 1 Jul 1998 |
| Externally published | Yes |
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Speech technology for automatic teller machines : an investigation of user attitude and performance. / Hone, K. S.; Graham, R.; Maguire, M. C.; Baber, C.; Johnson, G. I.
In: Ergonomics, Vol. 41, No. 7, 01.07.1998, p. 962-981.Research output: Contribution to journal › Article
TY - JOUR
T1 - Speech technology for automatic teller machines
T2 - an investigation of user attitude and performance
AU - Hone, K. S.
AU - Graham, R.
AU - Maguire, M. C.
AU - Baber, C.
AU - Johnson, G. I.
PY - 1998/7/1
Y1 - 1998/7/1
N2 - Despite the success and widespread use of Automatic Teller Machines (ATMs), a significant proportion of bank customers can not or will not use them, or experience difficulties in their interactions. Speech technology has been suggested as a means by which non-users might be encouraged to use ATMs, while simultaneously improving usability for all. The potential advantages of speech interfaces include hands-free and eyes-free use for physically- and visually-impaired users, and improved ease and speed of use through increased 'naturalness' of the interaction. This study investigated user attitudes to the concepts of a speech-based ATM, via large-scale survey and a series of focus groups. Objective performance was also considered in user trials with a prototype speech-driven ATM. The idea of using speech for ATM transactions led to a number of concerns. Privacy (the concern over one's personal financial details being overheard) and security (the fear of potential attackers hearing the user withdraw cash) were the major reasons given. The user trials confirmed that possible solutions, such as the adoption of a hood over the ATM or the use of a telephone handset as the speech input/output device, were ineffective. Groups of impaired users, particularly visually-impaired subjects, were more positive about the concept of speech, citing various difficulties with current visual-manual interactions. Most non-users, however, would not be encouraged to use ATMs with the addition of speech. The paper discusses these and other issues relating to the likely success of using speech for ATM applications.
AB - Despite the success and widespread use of Automatic Teller Machines (ATMs), a significant proportion of bank customers can not or will not use them, or experience difficulties in their interactions. Speech technology has been suggested as a means by which non-users might be encouraged to use ATMs, while simultaneously improving usability for all. The potential advantages of speech interfaces include hands-free and eyes-free use for physically- and visually-impaired users, and improved ease and speed of use through increased 'naturalness' of the interaction. This study investigated user attitudes to the concepts of a speech-based ATM, via large-scale survey and a series of focus groups. Objective performance was also considered in user trials with a prototype speech-driven ATM. The idea of using speech for ATM transactions led to a number of concerns. Privacy (the concern over one's personal financial details being overheard) and security (the fear of potential attackers hearing the user withdraw cash) were the major reasons given. The user trials confirmed that possible solutions, such as the adoption of a hood over the ATM or the use of a telephone handset as the speech input/output device, were ineffective. Groups of impaired users, particularly visually-impaired subjects, were more positive about the concept of speech, citing various difficulties with current visual-manual interactions. Most non-users, however, would not be encouraged to use ATMs with the addition of speech. The paper discusses these and other issues relating to the likely success of using speech for ATM applications.
U2 - 10.1080/001401398186531
DO - 10.1080/001401398186531
M3 - Article
AN - SCOPUS:0032125427
VL - 41
SP - 962
EP - 981
JO - Ergonomics
JF - Ergonomics
SN - 0014-0139
IS - 7
ER -