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In order to deliver against paybox business requirements, The Usability Company developed a unique testing methodology that incorporated website, mobile phone and Interactive Voice Recognition (IVR) files within the scope.
paybox is the first proven international mobile phone payment system and 50% owned by Deutsche Bank. paybox operates like a debit card and enables secure payment online, in high street shops, restaurants and to send money to friends using a mobile phone.
paybox was launched in the UK in September 2001 with the same website template in Germany, Austria, Spain and Sweden. As the UK market can differ in taste to Europe paybox decided to research further the website preferences specific to the UK. The concept of sending money and paying with a mobile phone is very new, so it was important that the website explained paybox clearly and the benefits of using the service.
paybox decided to test the usability of the functionality and of the overall website. They selected The Usability Company (TUC) due to our "methodical and innovative ideas of how to test payboxs' product, especially in regards to testing the IVR files." TUC suggested testing the online sign up, online and offline send money function and the offline request money function. The offline functions required testing of IVR files for which The Usability Company set up a special 'Laboratory Speaker System' to amplify the voice files the users experienced.
Ultimately the content on several pages was adapted to include a more comprehensive explanation of paybox and changes were made to the sign up, send money function and voice files that would make paybox more appealing to a wide range of users.
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