Table 2.

Examples of participants’ comments regarding problems with the interactive voice response system (IVRS) during the trial.

Type of problem	Frequency n (%)	Exemplary quotes
Mistyping a number	74 (46)	“I mistakenly typed the wrong number; I pressed 1 when I should have pressed 2.” “I had to repeat questions several times because it wasn't getting the button presses.” “Had to call 5-6 times because every time I tried entering my User ID, it would say ‘I’m sorry’.” “(Problem with) entering my passcode.” “The automated entry froze.” “I mistakenly dialed that I didn’t use the gel during sex, but I did use it.”
Being disconnected midway through the call	58 (36)	“I’ve called twice already and the call drops”. “Listen, I’ve tried to call 4 times and every time that I select an option, it indicates that I have nothing to say and hangs up on me. I’ve called 4 consecutive times. This time I pressed 1 to describe the situation.” “Had to call back.” “I was trying to record a message at the last time I called in and it stopped the message recording before I could say anything and it's happened more than once and I forget what I want to say the next time I call in because it doesn't let me re-record or anything.”
Challenges reporting their answers into the system	27 (17)	“It didn’t let me log into the system. Four days later it called me to indicate that I hadn’t called in for that week”. “The only problem with the system is that it kinda takes a bit long to go through it and you have to wait for each question to finish makes it difficult to use after you call you know what buttons to press and basically you have to wait and the call takes longer.” “I did not say why I did not use the gel it was probably because my roommate was in the room and I did not want to give a voice command but it was because I didn't have sex that I didn't use the gel.” “When I gave my answer to several questions, it skipped and said: ‘I’m sorry, the answer is invalid’”. “If there is any background noise while the phone system is waiting for me to press 1 or 2 it would say “I'm sorry that was not a valid-I'm sorry that was not a valid-I'm sorry that was not a valid” and if it was completely quiet then it would stop doing that and I was able to press the buttons.”
Inaudible system	3 (2)	“Your voice is not very clear at all, it's kinda blurry at some points.” “It was just cutting in and out.”