Understanding DTT remote control button labelling: a multi-method approach Jane Lessiter*, Jonathan Freeman*, Robert Davis *i2 media research ltd. Psychology Department Goldsmiths College London SE14 6NW UK J.Lessiter@gold.ac.uk J.Freeman@gold.ac.uk Andrew Dumbreck Technology R&D Ofcom Riverside House 2a Southwark Bridge Road London SE1 9HA UK Andrew.Dumbreck@ofcom.org.uk Abstract This paper describes a four phase research study into the ease of use of DTT (digital terrestrial television) remote controls, focusing on button labelling. The aim was to identify intuitive remote control button labels, thereby enhancing the ease of use of DTT remote controls. In phase 1, a series of brainstorming (discussion) groups was run involving members of the British public to generate intuitive button labels for a variety of DTT functions. The second phase involved expert screening of these labels. The revised lists of labels for the functions tested were then compiled into a questionnaire and distributed to members of the general public in phase 3. Respondents were asked to rank order their favourite labels for each function. The final phase involved exploring the extent to which the subjective preferences derived from the results of phase 3 mapped onto viewers' behavioural responses. Key measures explored included the speed and accuracy of correct button label identification. Generally, the results revealed close correspondence between the subjective preference data and behavioural responses. Whilst these results suggest that subjective preferences for labels are reasonable indicators of behavioural proficiency, we recommend that behavioural measures also be collected where possible. The approach reported here with reference to remote control button labels can be applied to a wide range of interactive media products and services. Keywords Usability, remote controls, button labelling, digital, interactive, television, TV Introduction A four phase multi-method approach was designed to identify intuitive remote control button labels for digital terrestrial TV (DTT) remote controls. The study was prompted by digital TV usability research conducted in 2002 [Freeman, Lessiter, Harrison & Williams, 2003]. Participants in this earlier usability research had been grouped using an attitudinal-based segmentation [Freeman & Lessiter, 2003] into one of three categories based on ease of use: 'It's too slow and clunky for me', 'I can deal with it if there's content I want' or 'It's too complicated for me'. Issues were raised with the on-screen display, the manual, the services, installation/set-up and the remote control. The remote control received substantial comment. Issues related, among others, to the overall size and shape of the handset and buttons, textures/colours and button groupings/layout. Irrespective of participants' category membership, button labelling was highlighted as a hurdle to effective dTV use. Symbols were considered inappropriate or misleading, and meanings of terms were not always clear. The confident users ('It's too slow and clunky for me') found this annoying and in turn demeaned the system. Further, for the average users ('I can deal with it if there's content I want') inconsistency might thwart attempts to use more novel functions which might result in disenchantment. For the least technology able group ('Its too complicated for me') unintuitive button labelling frustrated and confused them. This latter group are further disadvantaged in that they are the least likely to persevere and 'play' with the system - they may simply give up. Indeed, many participants recommended standardisation in labelling. The increased