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ARS(자동응답시스템) 정보 구조에 관한 연구 : 김해 버스정보시스템 ARS 개발을 중심으로
류수민(Su-Min Ryu),이춘엽(Chun-Yeop Lee),연명홈(Myeong-Heum Yeoun) 한국HCI학회 2008 한국HCI학회 학술대회 Vol.2008 No.2
When customer makes a phone call to get the necessary information, ARS (AutomaticResponse System) will provide them without the limitation of time and place. Therefore, the application field of ARS (Automatic Response System) has been expanded and also occupancy rates arepretty high. However, compared with the importance of ARS, there is little study regarding the closest information structure of the actual users. Therefore, this research is about the ARS information structure of Gimhea BIS (Bus Information System), and the point of this research is to analyze the problem of the ARS information structure so we can suggest an idea to improve it. As the methods of study, drawing the workflow of ARS, conducting user observation, comparing with cases another region and analysis them. As a result, by and large there was error in the structure of information so, system reformation was required. Now that, we suggested two ideas for the improvement and we conducted usability test under that problem. Usability test was conducted by Lab test with interview. As a result, we could understand merits and demerits of two ideas for improvement, and we completed final improvement to highlight only merits of two ideas for improvement. This study will be utilized as the base material to improve ARS of Gimhea BIS.
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