"Wizard of Oz" IVR Usability Tests
"Wizard of Oz" IVR Usability Tests bring your customers face-to-face with proposed new menus for in-depth analysis. They are the proven way to “get it right” before launch or to assess current performance issues.
These tests are one-on-one, diagnostic customer tests of proposed menus and/or applications that help isolate and 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.
Menus derived from the IVR Workshop are programmed into our proprietary IVR system. Customers are presented with common tasks and then use the proposed system to complete them. IVR Doctors focus not only on whether the caller completed the task, but importantly on the critical element of how they felt about it while doing it for a deep dive look into how the option wording and call flow helped or hindered use of the IVR.
Typically, different role plays are performed by a carefully recruited cross-section of your caller base. Ask us how you can save time and money with our “Wizard of Oz” testing. SEE VIDEOS!
Significant time and expense savings. No need for your IT department or system vendor to schedule and program proposed changes prior to customer testing; the IVR Doctors will handle that. (Launching without customer testing raises the risk of having to re-program and deal with initial customer reactions to problems they encountered that should have been caught and avoided.)
Timely feedback. 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 captures everyone's recollections while the learning is fresh and allows you to get back to planning and implementation promptly.
Importantly, soon after the tests, a video summary is delivered that shows the key takeaways. These videos help justify changes to the IVR to senior management, and are a good training tool for customer service representatives.