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Voice Control Usability Research

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Scott Ryan-Hart

on 14 August 2014

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Transcript of Voice Control Usability Research

Voice Control Usability Research
User and Task Analysis
Kent State University
IAKM 60113
13 August 2014
"Internet of Things"
Key Hurdles
reluctance to talk to a phone or other device
The connected home
A. Perception based
B. Lack of familiarity
C. Functionality
D. Capability
not knowing how to activate or what
applications are compatible
ability to translate speech and interpret
filtering "background noise" from voice commands
Research Questions:
What are the principal hurdles that keep people from using Siri: technical limitations, social discomfort, results accuracy, or some other underlying factor?
User Research Methods:
Online Survey
Personal Interview
Online Survey Results, Findings, & Issues
247 Respondents
Over 95% survey success rate
14 Closed questions
1 Comment field
Survey Issues
Skewed results due to respondent population
Educational level
Predominantly male
Phrasing for survey questions was consistently "too positive" potentially causing high levels of "agreement"
+ =
+ =
Personal Interview Results, Findings, and Issues
3 interviews
15 to 45 minutes in length
2 early adopters
Personal Interview Issues
Not enough data
Need more robust and redundant recording technology
Too much focus on adoption of Apple products and the Apple ecosystem
Need more focus on usage of voice controls

Overall User Research Findings
50 % failure rate
"Siri couldn’t tell me how many trees there were in West Virginia, but I'm not sure that is so much an issue with Siri.”
Sometimes Siri
can't complete simple instructions
. The other day she wouldn't call a number I knew was in my address book.
Many times she is unable to understand an address to look up on Maps, or to find a web page.
...It is an error on Apple's part to relay to consumers and users as to why Siri is useful, what precisely Siri does and even how to use it...
I never use Siri where other people can hear me -
makes me feel foolish.
I would use Siri more if it was
easier / more intuitive
/ less prone to error firing her up from a Bluetooth headset, which I use about 90% of the time I'm using my phone.
Most respondents to single question: 247
Least respondents to single question: 223

recording device broke
Apple "fanboi"
"It doesn’t seem like there is any reason to when it works compared to when it doesn’t.”
When asked, “Have you thought about leaving the Apple ecosystem to use a different smartphone?” she said,
“#*^@ NO!”

2 "no-shows"
not how we are used to using the phone
feels like a novelty
Next Steps:
Collect more interviews to create a much more robust dataset and fill the gaps from the online survey and collect additional data on voice control usage, issues, and anecdotes.
Launch a second online survey focusing solely on voice controls on mobile devices.
Make sure the pool of potential respondents is more diverse than the previous online survey.
Create and promote a clear list of functions Siri can perform.
Create a series of tutorials that address how to input information into different applications using Siri.
Create a series of tutorials that address how to get Siri to output information to you from different applications.
Create clear error messages for better user understanding.
Initiate research in existing marketing and tutorials for Siri.
Add User Diaries into the overall User Research Program.
What is driving voice control usage?
How do people perceive voice activated controls? How do they feel when using voice controls, and how do they feel when they see others using voice controls?
Most owners have been with Apple since 2009 and are using the iPhone5/5s with Siri.
Users do not use Siri very often, but they find the program relatively easy to use and understand.
Users would rarely use Siri if not for safety issues associated with operating a smartphone while driving.
More people would use Siri if more reasonable expectations were “sold” to the user-base.
More robust voice controls tutorials would benefit adoption of the technology.
Users think that Siri tends to understand their commands and requests.
Users feel “comfortable” using Siri, but only when using the program by themselves at home or in their car.
Users see Siri more as an input method than an output method, preferring to use the dictation tools, phone call and text initiation, and reminder features more than the reading and translation features.
Users tend to consider themselves “average” iPhone users, but feel that other people use Siri more often than they do.
Even though the interviewees have not seen someone doing so they would not judge someone else using Siri in public.
Conversely users would not feel comfortable using Siri in public themselves because of how they feel others would perceive them.
Software Functionality
Software Capability
Full transcript