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27 Aug 02 - M. McDevitt Workflow Presentation 1
Ordering and Bill Inquiry WorkflowOrdering and Bill Inquiry Workflow
Michelle McDevitt
New England Region Intern
Summer 2002
I extend my gratitude for this opportunity to work with Verizon and my coworkers, Michelle Vincow, David Fay, Liz Fuller, Xi Zhang (graphics), Vittorio Bucchieri, the UCD Dept, Joy Ramsbotham, the CIP Program, the iWeb Team and New England Interns.
27 Aug 02 - M. McDevitt Workflow Presentation 2
Project ObjectivesProject Objectives
• Complete user interface evaluation and design project on Orders Workflow in ESG Central (Operations Portal) including: researching business goals and existing functionality, developing written usability guidelines, and recommending design changes including screen mockups.
• Develop and apply technical skills to evaluate designs using heuristic evaluations, inspection methods and cognitive walkthroughs as appropriate.
• Redesign screens based on evaluations, customer feedback, user guidelines and applicable research.
• Enhance written and oral communication skills for advocating usability issues.
27 Aug 02 - M. McDevitt Workflow Presentation 3
BackgroundBackground
• Enterprise Solutions Group (ESG)
• Workflow is just 1 part of ESG Central and the focus of my project
– ESG Central for Verizon Customer Service Reps (CSRs)
– Enterprise Direct for Customers
27 Aug 02 - M. McDevitt Workflow Presentation 4
What is Workflow?What is Workflow?
to CSR or Workgroup
Tasks are completed
Tasks are issued
Customer places order
System routes order
Notification sent to Customer & CSR
27 Aug 02 - M. McDevitt Workflow Presentation 5
Project Strategy Project Strategy
• Study ordering & billing inquiries functionality• Create project schedule• Develop flowchart of existing screens• Prepare interview questions • Observe CSRs• Mockup new screens based on findings
27 Aug 02 - M. McDevitt Workflow Presentation 6
Project ChallengesProject Challenges
No current requirements documentsLimited
functional specs
So what can I do with Workflow?
27 Aug 02 - M. McDevitt Workflow Presentation 7
OrderingOrdering
Fax Orders
Portal Orders PhoneOrders
B.O.ID
Installation
from the Field
to the Field
Review Order
Review Order
27 Aug 02 - M. McDevitt Workflow Presentation 10
Assigned Task - Detail ScreenAssigned Task - Detail Screen
27 Aug 02 - M. McDevitt Workflow Presentation 11
Flowchart of Screens for v4.1Flowchart of Screens for v4.1
27 Aug 02 - M. McDevitt Workflow Presentation 16
Insufficient NavigationInsufficient Navigation
Came from Close Inquiry screen,
Pressing cancel returns User to My Worklist
27 Aug 02 - M. McDevitt Workflow Presentation 17
Hidden FunctionalityHidden Functionality
Press Search then you get this screen
27 Aug 02 - M. McDevitt Workflow Presentation 18
Order of Columns for the TablesOrder of Columns for the Tables
• Location of Task Name• Meaning of Status is unclear due to position and label
27 Aug 02 - M. McDevitt Workflow Presentation 19
Customer QuestionsCustomer Questions
• Developed 25 questions - Organized into 4 GroupsWorkgroups Tab Organization
Tasks Task Details
27 Aug 02 - M. McDevitt Workflow Presentation 20
Methodology for QuestionsMethodology for Questions
1. Open-ended
2. Non-leading
3. Eliminate jargon (Nielsen, 2002)
27 Aug 02 - M. McDevitt Workflow Presentation 21
Research MethodResearch Method
• Based on 5 interviews• Observations of 4 people during testing
27 Aug 02 - M. McDevitt Workflow Presentation 22
Workgroup FindingsWorkgroup Findings
• Important to Managers and Team Leaders, not CSRs
• Not used to organize CSRs work• CSRs belong to 1-25 groups• Team Leaders belong to 70-100 groups
27 Aug 02 - M. McDevitt Workflow Presentation 23
Tab Organization FindingsTab Organization Findings
• Team Leaders & Managers– View worklist by CSRs
– Sort by CSRs in a workgroup
• New, Reassigned & Pending task statuses in My Worklist
• No Consensus– All tab
– Execute button label
– Screen layout based on user privileges
27 Aug 02 - M. McDevitt Workflow Presentation 24
Task FindingsTask Findings
• Team Leaders redistribute tasks by Workgroup or CSR
• No Consensus– CSRs need to know how tasks were routed to them
– Default sort order• Orders by Order Type and Bill Inquiries by 1st in 1st out
• Due dates
Both requested a secondary sort by customer
27 Aug 02 - M. McDevitt Workflow Presentation 25
Task Details FindingsTask Details Findings
• Accepting tasks from details screen
• Viewing Remarks or Descriptions
• Printing
• Viewing ID in Add Notes dialog
• Returning to originating tab after viewing Task Details
• No Consensus– Notifying Team Leaders when CSRs take unassigned tasks
– Putting tasks on hold
27 Aug 02 - M. McDevitt Workflow Presentation 27
Home Page FindingsHome Page Findings
• CSRs want to know how many tasks they need to do
• Sorting the tasks by customer is good addition• Workgroup info is for Team Leaders
27 Aug 02 - M. McDevitt Workflow Presentation 29
LimitationsLimitations
• Used Staff Advocates for Interviews – CSRs unavailable - Union issues and UAT testing.
• People interviewed had some familiarity with system being developed
• No SOP for Customer Service Centers
27 Aug 02 - M. McDevitt Workflow Presentation 30
Next StepsNext Steps
• Incorporate feedback into mockups• Document unresolved questions for future
investigation
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