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.

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.