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IVR Usability Tests from an IVR Doctors' Master Class

Knowing where a test 

respondent starts in their 

use of IVRs is telling, especially 

when they then get to test 

proposed new menus.


Later in a test, we often see 

originally anti-IVR (in general) 

participants warming positively 

to menus that are clear,

concise, mutually-exclusive, 

and all-inclusive. 

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