The project was to redesign the IVR ( Interactive Voice Response ) system for ICICI Bank. This was a hardcore usability and flow analysis project .
Primary Task :
Making a an IVR more efficient would directly result in a huge ROI for ICICI Bank. An usable IVR with a clear flow and menu structure means less final calls to the call center agent. If the end user can accomplish his task efficiently with the IVR then the bank needs to hire and maintain less call center agents.
However the present system was highly confusing with random drop off points where the end user would get lost. The menus were not categorized very properly an the information architecture was not very clear.
I redesigned the IVR with a clear focus on end user task accomplishment and conducted usability tests to come up with a more clear and easily navigable IVR.