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SpeechTEK 2011 - Wednesday, August 10, 2011
B302 – New Techniques for Usability Testing
10:45 a.m - 11:45 a.m
MODERATOR: Jim Milroy, Human Factors Solutions Consultant - West Interactive Services
How Much Would You Like to Pay?
Julie Underdahl, Senior User Interface Designer - Genesys

This session explores the results of a usability test focused on making payments in a speech application. The testing methodology, goals, results, and
findings are presented. Both new and seasoned designers can benefit from this session, which provides useful and surprising data for anyone who has
designed payment features in an IVR.

WOZ Testing in the 21st Century
Leslie Carroll Walker, Senior Manager, UI Design, Global Professional Services, Customer Interaction Technology - Convergys

In recent years, Wizard of Oz (WOZ) testing has fallen out of favor, yielding to full-blown usability testing of coded applications. At the same time, cost-conscious IVR teams have increasingly taken their chances and skipped usability, despite the risk. Perhaps it’s time to resurrect the Wizard, warts and all! This session covers the advantages and disadvantages of WOZ, as well as practical advice on conducting contemporary WOZ tests successfully and inexpensively.

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