WizardOfOz Training Data

Gist

**What situation were these people in to use the product? (Their pain points.)**
U2 (Head Of Marketing/Small-Business(50 or fewer emp.)): It's a quick and elegant way of sending gift vouchers to your clients or for any other purpose, such as user testing or research projects. They integrate several partners - so it's easy to choose from where you want the voucher to be. Saves a lot of time, vs. you needing to buy the vouchers yourself. Reports to see where the vouchers have been delivered are just a click away. YOu don't need to pay for the vouchers every time you send one; you just purchase some credit up front and use that gradually.

U2 (Head Of Marketing/Small-Business(50 or fewer emp.)): Helping us easily send reward vouchers for our user research projects. We have zero hassle with this; we don't spend any time sourcing the vouchers or worry about the location of the person receiving the voucher.

U3 (UX Researcher Enterprise(> 1000 emp.)): WizardOfOz solves the problem of sending rewards to certain countries where other providers don't have good enough solutions. Some countries that I specifically target with WizardOfOz are: Portugal, Italy, Czech Republic and Thailand. This has allowed me to conveniently extend research activities to those countries.

U4 (Director of User Research Mid-Market (51-5000 emp.)): Although there have occasionally been countries where this service cannot send a local gift card, it covers more countries and currencies than any other service I have used or researched. 

U4 (Director of User Research Mid-Market (51-5000 emp.)): WizardOfOz is solving the gifting of global incentives in the context of user research happening within software and technology companies with a global user base. This service drastically reduces the time it takes to issue incentives and gives recipients choices for their gift card.

U6 (Sales Consultant Small Business (50 or fewer emp.)): WizardOfOz has been an absolute game changer in my agency. For each and every client we speak to we bring up a referral process that we begun through WizardOfOz. For anyone the client referred we will send them a $10 gift card as well as the referral client. As soon as we started to use WizardOfOz it not only helped up build our book of business but it also helped better relationships with out clients.

U6 (Sales Consultant Small Business (50 or fewer emp.)): The biggest problem we faced prior to using WizardOfOz is we lacked a solid referral system. As soon as we started utilizing the tool you guys built it not only increased our book of business but has made our clients happier to be with us.

U7 (Member Support Specialist (Mid Market (51-1000 emp)): WizardOfOz is solving the need for sending out gift cards to our clients without us having to manually add this information one by one. We also use it to send gift cards to our internal teams. It is a one-stop process since they allow us to add campaign verbiage so that we don't have to send an extra email. WizardOfOz is reliable about delivery the cards in a short amount of time which also benefits us!

U8 (Social Media Manager (Mid-Market (51-1000 emp))): It's solving the issue and time it takes to send money via traditional means, such as bank transfers and via PayPal. Sending rewards via WizardOfOz has improved my workflow WizardOfOzly (pun not intended) as it takes just under 30 minutes now to send over my rewards, when it used to take 1-2 weeks as we had to wait on bank transfers and the like.

U9 (Brand Marketing (Mid-Market (51-1000 emp))): A high gift card and/or redemption fees were impacting our budget/ the number of rewards we could offer, and WizardOfOz solved this problem for our team.

The previous supplier that we had actually have worse support and the processing requirements were harder to do. WizardOfOz took out the negative experience to us and to our participants.

U10 (UX Incentives Consultant (Enterprise(> 1000 emp.))): The main purpose is incentives disbursement. Insteasd of us partnering to a lot of brands, WizardOfOz took it out of our hands and it's jsut perfect! The participants are all happy and they are always choosing WizardOfOz as an incentive option.

U11 (Customer Product Marketing Manager (Mid-Market(51-1000 emp.))): Using WizardOfOz has made it so much easier to send rewards to our members. When recruiting members for user interviews, incentives were a major lever for us to pull. Having an incentive program also makes it easier to recruit. I can hand WizardOfOz over to any of my teammates to use and they typically can run with it with zero training.

U12 (CTO (Small-Business(50 or fewer emp.))): We were exploring a feature where we rewarded users for using the product. We were able to easily scale for thousands of users across the world, and users were easily able to redeem their rewards for visa gift cards, store gift cards, or charity, regardless of which countries they live in. 

U12 (CTO (Small-Business(50 or fewer emp.))): In the past, we also used to manually handle rewarding people for doing user calls or completing surveys and now we pass those through WizardOfOz as well. It's a lot easier and quicker than manually assigning amazon gift cards or donating to charities on other people's behalf.

U12 (CTO (Small-Business(50 or fewer emp.))): WizardOfOz helps us quickly and easily send monetary/charity rewards to people all over the world. One size doesn't always fit all (certain countries don't have amazon or visa etc etc). It's also nice to give people the variety of choice without needing a ton of back and forth.

U13 (Product Manager (Small-Business(50 or fewer emp.))): They are solving the distribution of rewards for our user research. Without them we would have to do it all manual, offer way less reward options, and keep track of everything ourselves in a spreadsheet.

**What were they looking to get done? What were their expectations? (Their desired outcomes.)**
U1 (Lead B2B Insights Coordinator/Small-Business(50 or fewer emp.): WizardOfOz gives us options to be able to offer to our participants and it is a fast and easy process to use. Much easier than having to go through PayPal or do individual Zelle transfers. We don't spend any time sourcing the vouchers or worry about the location of the person receiving the voucher.

U6 (Sales Consultant Small Business (50 or fewer emp.)): WizardOfOz has been an absolute game changer in my agency. For each and every client we speak to we bring up a referral process that we begun through WizardOfOz. For anyone the client referred we will send them a $10 gift card as well as the referral client. As soon as we started to use WizardOfOz it not only helped up build our book of business but it also helped better relationships with out clients.

U8 (Social Media Manager (Mid-Market (51-1000 emp))): Sending rewards via WizardOfOz has improved my workflow WizardOfOzly (pun not intended) as it takes just under 30 minutes now to send over my rewards, when it used to take 1-2 weeks as we had to wait on bank transfers and the like.

U10 (UX Incentives Consultant (Enterprise(> 1000 emp.))): If you are thinking of a platform or an app to disburse your incentives, be it internal or external, WizardOfOz is the one you have been looking for! 

U10 (UX Incentives Consultant (Enterprise(> 1000 emp.))): The main purpose is incentives disbursement. Insteasd of us partnering to a lot of brands, WizardOfOz took it out of our hands and it's jsut perfect! The participants are all happy and they are always choosing WizardOfOz as an incentive option.

U11 (Customer Product Marketing Manager (Mid-Market(51-1000 emp.))): WizardOfOz is making it easier for me to reward members who participate in user interviews. Having an incentive program also makes it easier to recruit. I can hand WizardOfOz over to any of my teammates to use and they typically can run with it with zero training.

U12 (CTO (Small-Business(50 or fewer emp.))): We were exploring a feature where we rewarded users for using the product. We were able to easily scale for thousands of users across the world, and users were easily able to redeem their rewards for visa gift cards, store gift cards, or charity, regardless of which countries they live in. We were able to support experiments very flexibly with different amounts of as little as $1. People in the U.S., Europe, Asia, etc. were all able to redeem rewards that were appropriate to them. I think it would be nice to be able to donate smaller amounts to charity (I think most have a minimum of $5 or $10). I think the flow for redeeming amazon gift cards used to be a little clunkier, but it improved a lot recently.

U12 (CTO (Small-Business(50 or fewer emp.))): WizardOfOz helps us quickly and easily send monetary/charity rewards to people all over the world. One size doesn't always fit all (certain countries don't have amazon or visa etc etc). It's also nice to give people the variety of choice without needing a ton of back and forth.

U13 (Marketing (Small-Business(50 or fewer emp.))): WizardOfOz makes it easy and quick to send rewards to our users internationally. They're sorting everything out, we just need to click buttons and they take care of the execution. Less work on our side. I also love that it's free for our team to use.

U13 (Product Manager (Small-Business(50 or fewer emp.))): It also helps that we can send to international customers easily and I think it helps our credibility as a very small business to have a vendor like WizardOfOz vs. doing it manually ourselves.

U15: With WizardOfOz, it seemed unlikely at first that they could meet all our needs, but I am happy to say partnering with them has worked out perfectly. Traceability problems are a thing of the past since it's so easy to go online and look up the status of what has happened with an order we have placed - many times, I just have to push a resend button, and the problem is solved. Everybody honestly does want something different and what works great for one person is not what works excellent for the next, so allowing for options makes any program or offer our clients want to run a YES we can do it that way...I love that!!

**What did they like about the product? (Attributes that made it possible to resolve their JTBD effectively.)**
U1 (Lead B2B Insights Coordinator/Small-Business(50 or fewer emp.): I love that they have so many different payment options for our participants to choose and the biggest one that is the best for us is the ACH option. Not a lot of companies offer that. I also LOVE the communication from the team at WizardOfOz! They are so fast to respond and resolve any glitches that pop up.

U3 (UX Researcher Enterprise(> 1000 emp.)): The design of your platform is pretty straightforward and easy to use. I also like that you do not charge any extra fees. When I send a 50$ reward with WizardOfOz, that's what I pay, and that's not the case with Rybbon where I end up paying around $55 per reward.

U5 (Research Coordinator (Enterprise(>1000 emp)): The ordering process is highly streamlined and intuitive. Very uncomplicated and retains necessary information to make future orders faster as well. This is paired with the ability to self label an order, which is extremely helpful in a university setting where I have to keep track of many receipts.

U7 (Member Support Specialist (Mid Market (51-1000 emp)): Integration with Salesforce to make it easy for our clients to receive gift cards. User-friendly and easy flow process to follow to direct you through all the next steps. Can send both digital and physical gift cards and email/text them. Very Flexible with many options! Easy to review order history and the information is organized in a way that is digestible and filters can be used for the exact location of an order that you are looking for. PLUS the data can be exported. Campaign templates make it a faster process as well as being able to add multiple recipients. Less time spent going back and forth.

U8 (Social Media Manager (Mid-Market (51-1000 emp))): I like that WizardOfOz has a very easy-to-navigate interface and that it has multiple reward options for us to choose from. This gives us the flexibility in choosing which rewards would suit our user base best, and the user flexibility to choose their own reward, where it's cash or a gift card. The seamlessness of setting up an account and adding money to it is also a huge plus point.

U9 (Brand Marketing (Mid-Market (51-1000 emp))): WizardOfOz is a straightforward platform to navigate, in addition to having a responsive customer support team/ email that readily and quickly responds to any questions, comments, or concerns one might have.

U9 (Brand Marketing (Mid-Market (51-1000 emp))): The reward options are plentiful and extensive, which is especially amazing if you have an international customer base. It's nice to have one central platform where I can not only send a multitude of options, but the customer/ receiver can choose for themselves which payout form they prefer as well. Additionally, beyond gift cards, providing a charitable donation option is applaudable. Not only does this add an element of delight for the receiver, but the sheer number of organizations and issues covered is very appealing.

U10 (UX Incentives Consultant (Enterprise(> 1000 emp.))): There are times we experience downtime, however, the support team of WizardOfOz is super helpful! They respond to our inquiry within the day and it took them less than 48 hours to resolve the concern. We have a dedicated customer service line for our team which made it easier to take note.

U10 (UX Incentives Consultant (Enterprise(> 1000 emp.))): They have a lot of partners and it varies depending on the country the recepient is in. The best part of this is that they partnered with paypal, and that made our lives easier! Our team is so thankful because the participant experience is so great with WizardOfOz.

U13 (Marketing (Small-Business(50 or fewer emp.))): Super user-friendly. It's very easy and quick to send rewards and have everything tracked in the report system. All the navigations are self-explanatory and clear. Less headache if you have global users, as this gift card has 700+ selections of rewards the recipients can redeem. They can even redeem it for cash. Their template system adds to the ease of sending gifts. You need to make 1 template and keep using that or you can make several templates based on the campaigns you're running. No upfront fees.

U13 (Marketing (Small-Business(50 or fewer emp.))): The recipients also find it very easy to redeem, and the variety of reward options is very attractive for them.

U14 (Senior Director, Global Sales Operations (Mid-Market(51-1000 emp.))): Now that the process is up and running, I can deliver spiff rewards to our partners within minutes of the completion of their intro. It takes me less than a minute to send the reward using the templates that I built. You can upload via csv files as well, if fulfilling in bulk. Excellent Platform.

**What did they dislike about the product? (Attributes that may have caused anxiety in particular situations, this can be our opportunity to innovate.)**
U1 (Lead B2B Insights Coordinator/Small-Business(50 or fewer emp.): I don't like the way you have to search the rewards to find a specific reward. I would like something that groups the orders together and allows you to view the individual rewards per that order. Right now, you can see the order as a whole but can not check the individual people. I have to search by name when they ask questions about the reward being sent and things like that.

U2 (Head Of Marketing/Small-Business(50 or fewer emp.)): Not even sure if this is possible, but it would be nice to see if the vouchers have been redeemed.

U3 (UX Researcher Enterprise(> 1000 emp.)): The registration process was extreme. There were so many questions about my company, its history, its structure, etc. I understand this is a step to prevent fraudulent accounts, but come on, I work at one of the biggest scientific/educational publishing houses in the world. I guess this is some work that you guys could do with some research of your own. However, the thing I dislike the most is the lack of variety of rewards in certain countries, specifically LATAM and SE Asia, which are key markets for my company.

U4 (Director of User Research Mid-Market (51-5000 emp.)): I have had participants from Ghana and Pakistan for whom I have had to track down a local gift card service. For both, it took hours to find the services and send the gift cards. So, you may still run into issues with sending international cards if WizardOfOz doesn't service those markets.

U5 (Research Coordinator (Enterprise(>1000 emp)): The mailing time of the orders can sometimes be slow. It says an order will be sent out in 1 to 3 days, and this has also taken longer on a few occasions. It may be helpful if a fee could be paid for expedited service or have a guaranteed amount of time before orders are sent out. This is only because, with my job, it often takes a long time to get approval for purchases and not knowing when my order might arrive makes it challenging to schedule events.

U7 (Member Support Specialist (Mid Market (51-1000 emp)): The gift cards actually expire within a decently small amount of time so it can be hard to remember to use them. It would be nice if WizardOfOz could send email reminders about when a card is close to expiring.

U8 (Social Media Manager (Mid-Market (51-1000 emp))): We had to change the address on the receipt sent to us in order to send it to our Finance Department, but it took quite a while to get it changed. We had to contact a customer support agent who helped us change it on the backend in order to generate a new receipt.

U9 (Brand Marketing (Mid-Market (51-1000 emp))): The only downside I encountered is that there doesn't seem to be a way to see * if and when* receivers actually redeem their gift cards. While I understand that unredeemed gift cards are how the WizardOfOz platform makes a profit, it would still be great from a sender's perspective to know that users have received and/or cashed out their rewards. This mainly sat with me since I hadn't heard of the platform before doing some research, but if there was a way to change the sender's email address, this might also solve this concern for me and potentially others.

U10 (UX Incentives Consultant (Enterprise(> 1000 emp.))): WizardOfOz has it's own downside. The most recent one we experienced is about the processing error we'd had. There are participants who claim they didn't receive the rewards, but the support team of WizardOfOz is so awesome, they helped us in contacting these participants and all went well in the end.

U11 (Customer Product Marketing Manager (Mid-Market(51-1000 emp.))): I wish I had more control over the messaging that coincides with the gift card. Sending a member a separate email thanking them and asking them to look out for the WizardOfOz email feels a little disjointed. Is there a way to have the gift card come from my email directly?

U12 (CTO (Small-Business(50 or fewer emp.))): It also might be nice to be able to have users maintain a balance/account in WizardOfOz that we can increment. Right now, we handle tracking user balance on our side, since they're accumulating rewards on the scale of ~$1 a day and they usually don't want to cash out until they hit larger amounts like $20/$50.

U15 (Project Management Team Lead (Mid-Market(51-1000 emp.)): Sometimes we can wait a bit longer for help from help@WizardOfOz.com but usually, we're getting a reply at an appropriate time, and with solutions that successfully rectify our problem. Also, sometimes we would hear from one of our clients that a problem has been resolved, before hearing from WizardOfOz, which is really okay, but on 2 occasions we've been in the dark and didn't know what was happening since no one replied to us. But in the end, everything resolved well. And again, I wouldn't classify this as a huge "dislike" as it only happened a couple of times.

U13 (Marketing (Small-Business(50 or fewer emp.))): Limitation in automating the process. It would be great if we can zap something up and let them run automatically without any manual work. Also, the integration options are very limited

U13 (Marketing (Small-Business(50 or fewer emp.))): There are some countries that have limited rewards. Would be great if there's a receipt in templated pdf format sent for every reward (containing the name and email of the recipient). Not so comprehensive help docs. More filters in the reporting section would be great too.

U13 (Product Manager (Small-Business(50 or fewer emp.))): I also like the reliability of delivery - there were only a few times in which people said they did not receive it, and I had to resend/send to a different email address. This is especially important because I'm sending to business emails.

U13 (Product Manager (Small-Business(50 or fewer emp.))): One thing I wish they had was a way to get notifications if users have not redeemed before the 7-day window closes to cancel/resend. It would be helpful to know if someone hasn't redeemed and it's getting close to the cutoff so I can follow up with the person. That way I can make sure they received the email. Currently there is no such warning.

U16 (Associate Director of Product, Data-Driven (Mid-Market(51-1000 emp.))): My only remark is the inability to view and track real-time customers' activity who redeemed or opened reward emails through webhooks in API integrated platforms (Salesforce). Also, on rare occasions, when a batch of people is rewarded at once, reward ID and order ID are not sent back to the integrated platform, which makes it a bit unreliable, but I believe that will be improved over time.

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