What is an IVR Usability Test?
This is a one-on-one diagnostic customer test of proposed or live system menus and/or applications. Customers are presented with a common task and then experience the proposed or live system as they attempt to complete it. The IVR Doctors will focus not only on whether the caller completed the task, but also on the critical element of how he or she felt about it while doing it. Typically, 3-5 different system tests can be performed by each of 12 recruited participants. “Wizard of Oz” test: For testing menus not yet in production, the IVR Doctors will remove the programming cost and time burden from your IT department or vendor, reproducing the menus themselves in sort order and at a significant cost savings to you.
