Human Factors and Behavioral Science: Methods for Field Testing New Telephone Services

Abstract

Telephone services are increasingly complex and diverse, and they require more human‐machine interaction than ever before. A field test can help improve a new service by ensuring that it is easy to use with little chance for error. This paper discusses the methodology of field testing. Specially tailored telephone service evaluation methods, based on field test experience with the Calling Card Service, are presented in detail.