The interactive voice response system (IVR) for the technical support line of an accounting software application was subjected to a heuristic evaluation, which is a type of usability inspection. The evaluation was undertaken as part of an effort to discover why over 13% of callers were choosing the wrong path through the system and routing themselves to the incorrect technical support team. It was hypothesized that callers were routing incorrectly because the IVR's prompts and call flows were difficult to understand and navigate. The system's prompts and call flows were redesigned and deployed, resulting in a significant cost savings for the organization.
