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Content testing for BMO's IVR


Over a third of interactive voice response (IVR) calls are for balance inquiries and account history inquiries.


Improve IVR containment by addressing basic inquiries in the IVR and determining any gaps and finding opportunities for improvement.

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Welcome to BMO Bank of Montreal telephone banking.


To serve you better, please enter the 16 numbers on the front of the debit card and then press the # sign.

Now enter your Telephone Banking password followed by the number sign.

Prototyping in Voiceflow

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  • Conversation designer (me)

  • UX researcher

  • Product owners

User testing

  • 6 participants (via UserTesting)

  • 2 Voiceflow prototypes: current versus proposed (account balance upfront) 

Key insights

  • All completed the tasks correctly, however, a few did find the navigation to be challenging.

  • Account balance is preferable in the navigation menu.

  • Many preferred combining transactions, so they don’t have to stay in the menu as long.

  • Participants would transfer out if they couldn’t find answers right away.

  • Challenges: so many elements in the menu to explore. Difficult to identify one area to improve with so few participants and various feedback. 


  • Card sorting test to improve the navigation menu items

  • Conduct audit ensure consistency across menu items to avoid confusion

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