When upgrading the IVR (interactive voice response) system to a new platform, InterContinental Hotels Group (IHG) made the smart move to upgrade its customer experience, too. threebrick helped IHG design an interface to make phone self service practical yet pleasant.

What We Did

• User flows
• Prompt / script writing
• Rapid IVR prototyping

What IHG Thought

"threebrick helped us extend user experience to a very important channel, our IVR. With good ideas, careful prompt wording, rapid prototyping, and user-focused documentation, threebrick moved us forward in our multichannel efforts."

Karen Bennett, User Experience Manger, Distribution Marketing, IHG