An iterative design methodology for user-friendly natural language office information applications

A six-step, iterative, empirical human factors design methodology was used to develop CAL, a natural language computer application to help computer-naive business professionals manage their personal calendars. Input language is processed by a simple, nonparsing algorithm with limited storage requirements and a quick response time. CAL allows unconstrained English inputs from users with no training (except for a five minute introduction to the keyboard and display) and no manual (except for a two-page overview of the system). In a controlled test of performance, CAL correctly responded to between 86 percent and 97 percent of the storage and retrieval requests it received, according to various criteria. This level of performance could never have been achieved with such a simple processing model were it not for the empirical approach used in the development of the program and its dictionaries. The tools of the engineering psychologist are clearly invaluable in the development of user-friendly software, if that software is to accommodate the unruly language of computer-naive, first-time users. The key is to elicit the cooperation of such users as partners in an iterative, empirical development process.