Is it a telephone or is it a computer?

The likeable and usable service interfaces LUSI project has concentrated its effort by adopting a `problem up´ approach. The project identified 3 public service categories, messaging, conversational and retrieval, and, taking into account the availability of services to partners, selected 14 user-service interfaces for inclusion into the first experimental phase of the project. The services employed, identified in a table, include videotex, multimedia videoconferencing and videotelephony. The purpose of these trials was to identify users problems with the user interfaces and to categorise those problems as common to all services or as particular to a given category or type. By biasing the samples of users participating in the trials towards the elderly (those aged 60 or over) LUSI is confident that the range of problems encountered is representative of those the public at large face when using modern telecommunications services