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Title:

Retrieving 511 Traveler Information on a Mobile Phone: Implications for Driving Performance and Interactive Voice Response Menu Design

Accession Number:

01123262

Record Type:

Component

Availability:

Transportation Research Board Business Office

500 Fifth Street, NW
Washington, DC 20001 United States

Abstract:

The implications of accessing 511 traveler information over a mobile phone while driving has national and regional significance due to the national prevalence of 511 services and cell phone proliferation. Because of this, the effects that interactive voice response (IVR) phone systems have on driving performance needs to be addressed. This research assessed how mobile phone access to Minnesota’s 511 (MN511) affects driving behavior in a virtual environment. One goal was to provide guidance for designing IVR menus of higher value by assessing the effects of using different menu organizations while driving. Detailed usage, usability, and utility evaluations of the current MN511 were conducted in order to determine what types of information users currently request and value. Problematic menu features were identified and an alternative version of MN511 (V2) was designed. In a driving simulator, participants drove while answering simple questions, while accessing MN511, or while accessing V2. While using either phone menu, drivers reported more mental effort and delayed their reactions to a lead vehicle. Overall, there were minimal differences between the two menu types for the driving performance measures, although drivers reported a preference of V2. This suggests that although using a menu affected driving performance, there was a minimal effect of menu design on driving performance. The conclusions of this paper address issues with the menus and present structural and dialogue recommendations for 511 development which may be applicable to the design of future IVR menus.

Monograph Accession #:

01120148

Report/Paper Numbers:

09-1400

Language:

English

Corporate Authors:

Transportation Research Board

500 Fifth Street, NW
Washington, DC 20001 United States

Authors:

Rakauskas, Michael
Ward, Nicholas J

Pagination:

17p

Publication Date:

2009

Conference:

Transportation Research Board 88th Annual Meeting

Location: Washington DC, United States
Date: 2009-1-11 to 2009-1-15
Sponsors: Transportation Research Board

Media Type:

DVD

Features:

Figures (1) ; References (18) ; Tables (1)

Uncontrolled Terms:

Interactive voice response system

Geographic Terms:

Minnesota

Subject Areas:

Highways; Safety and Human Factors; I83: Accidents and the Human Factor

Source Data:

Transportation Research Board Annual Meeting 2009 Paper #09-1400

Files:

TRIS, TRB

Created Date:

Jan 30 2009 5:39PM