Age and Perceptions of Usability on Telephone Menu Systems

The objectives of this study were to determine if older adults encounter difficulty using real-world telephone menu system applications and to gather data on the usability features of these systems. Six real-world telephone menu systems, which varied in complexity and function, were examined. The sample included 32 community dwelling adults ranging in age from 18–80 years. Participants interacted with the menu systems to perform a sample set of tasks. They were also asked to rate the usability features of the system in terms of their goodness and their relative importance. The data indicated that in addition to taking longer, the older adults tended to have more difficulty performing the tasks. The findings also indicated that memorability was an important usability feature, and that the ratings of overall usability and overall satisfaction were significantly worse for the older adults.