Client Case Studies

A Plan

A Project

A Team

 

In-Language Usability Testing Collects Relevant Feedback and
Uncovers Issues that Need to be Addressed before New IVR Recording is Rolled Out

 

TransSynergy conducts in-language usability testing and uncovers confusion in structural and terminology choices that would not be evident in English discussions. 

 

 

Need:

  • Understand general thoughts and experiences of Spanish speakers and recent IVR users with the Oncor automated phone system
  • Test several situations through “role playing” and interaction with IVR system and language use
  • Understand customer reactions to information provided, actions required and choice in language
  • Test customer reaction to two voices that may be used to record the new menus
  • Understand to what extent interaction with IVR plays in overall perception of the company and its customer service

 

Deliverable: 

  • All focus groups and usability testing translated and conducted in Spanish
  • Comprehensive report, including the supporting verbatim comments and an Executive summary provided

 

Results:

  • A possibility of less need for Spanish language options, most users are comfortable with English instructions
  • For those who do want Spanish options, terminology is very important and the wrong wording can cause much confusion – employees and technicians that interact with customers in the field are a good resource for terminology used by native speakers
  • Findings were used to make changes prior to rollout of new IVR

 

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The TransSynergy Group

909 Lake Carolyn Parkway, Suite 320
Irving, Texas 75039

Phone: 972-717-3500
Fax: 972-717-7400
donna@transsynergy.com

The TransSynergy Group