Convergys is a $2.6 billion industry-leader in providing worldwide customer support, call centers and HR solutions. They have their own internal usability group and specialists on staff.

Convergys EasyTest
When Convergys was considering entering an entirely new product / services area by bringing internally developed testing tools to market, was contacted to run two usability tests in three locations (including India) to evaluate the tool's readiness and feasibility. This evaluation and development recommendations study included:

• Design tests to reflect market launch of either a new product and/or a new service
• A customized set of quantitative and qualitative usability processes and methods that would evaluate both quantitative user performance and qualitative satisfaction
• Including user profiles and tool tasks that included novices, intermediates and experts
• Two usability tests in 3 locations (two in the USA performed on-site, and one in India, performed remotely)

Results included a launch readiness assessment, quantitative determination of user failure points, a detailed user-driven "punch list" for pre-release development, and results presentations to both management and internal audiences.

Convergys decided to launch this as a service (not a product) to gain additional hands-on experience in customer environments prior to making a final product and/or service decision.
(Q3 2005)

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