These tests are one-on-one diagnostic customer tests of proposed or live system menus and/or applications that help isolate or identify specific problem areas. They have significant value prior to large-scale system introduction, but also pay off by diagnosing underperforming mature system menus or problem 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 would be performed by each of 12 people, carefully recruited to represent a cross-section of your customer base ... and ask us how you can save time and money with our “Wizard of Oz” testing.
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Key deliverables
Significant time and expense savings. No need for your IT department or vendor to schedule and program proposed changes prior to customer testing; the IVR Doctors will handle that. (As you know, launching without customer testing raises the risk of having to re-program and deal with initial customer reactions to problems they encountered that may
have been caught and avoided.)
In addition, the IVR Doctors will facilitate an in-person feedback session
on the day after the tests and will present results, analysis, and specific menu,
script and call flow recommendations to your team.
This will allow you to get back to planning and implementation promptly.
Our Rx Pad: IVR Usability Tests
For more information, contact us:
ivr doctors
