Abstract

Usability subjects’ success with and preference among Open, Menu-based and Directed Strategy dialogs for a call routing application in the consumer retail industry are assessed. Each subject experienced two strategies and was asked for a preference. Task completion was assessed, and subjective feedback was taken through Likert-scale questions. Preference and task completion scores were highest for one of the Directed strategies; another directed strategy was least preferred and the open strategy had the lowest task completion score.