The Effect of Response Modality on Task Performance When Using an Interactive Voice Response System for Older and Younger Adults
Byrne, Michael D.
Doctor of Philosophy
The purpose of this experiment was to gain a greater understanding of how set- level compatibility affects task performance of older adults while using an Interactive Voice Response (IVR) System. Set-level compatibility effects occur when differences in response time are obtained due to characteristics shared between a stimulus and response set. The current study used banking and healthcare IVR tasks to investigate whether manipulating set-level compatibility would differentially affect performance between younger (18 - 39 years old) and older (65 years and older) adults. As expected, subjects performed better in the high set-level compatibility conditions. However, no interaction between set-level compatibility and age was found, which can possibly be attributed to task differences, IVR design and real world context of the task. Overall, the primary contributions of this research are the design guidelines that were created to develop an IVR that suppressed age effects.
Aging; Set-level compatibility; response-modality; Interactive Response System