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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