IVR | Usability Evaluation

Introduction

To properly test an IVR system Usability Evaluations should be employed. The evaluation will identify key performance issues such as length of message, number of options, and length of decision trees.

Our specialised laboratory, hardware and software enable us to effectively evaluate the usability of IVR systems in a controlled environment. Client representatives can watch and listen to the participants interacting with the IVR system and learn what causes frustration.

The Process

We recruit a representative sample of your IVR systems' target audience and ask them to perform a series of tasks that are typical of those a user would attempt in the real world (for example Book a cinema ticket to see a movie). While performing the tasks (at our state of the art usability facilities), the users are observed and recorded. Afterwards participants are interviewed to gather further information about their experience.

We use specialised software to both collect and interpret participant behaviours. In addition to identifying usability problems our approach enables us to make recommendations to rectify them. These recommendations allow action to be taken the very same day.

We provide three key deliverables:

1. Usability Report - detailed document outlining our methodology, results and their interpretation plus actionable recommendations.
    
2. Video highlights - edited video clips of the most informative parts of the tests.
    
3. Presentation - an oral presentation communicating the most important findings and recommendations.

If you would like to discuss how a programme of usability research can be used to improve the performance of your IVR system please call or email us and a consultant will be happy to talk with you.

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© The Usability Company 2007