27 Aug 02 - M. McDevittWorkflow Presentation1 Ordering and Bill Inquiry Workflow Michelle McDevitt New England Region Intern Summer 2002 I extend my gratitude

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.


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.


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


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


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


Project ChallengesProject Challenges

No current requirements documentsLimited

functional specs

So what can I do with Workflow?


OrderingOrdering

Fax Orders

Portal Orders PhoneOrders

B.O.ID

Installation

from the Field

to the Field

Review Order

Review Order


Workflow Ordering HomeWorkflow Ordering Home


Unassigned TabUnassigned Tab


Assigned Task - Detail ScreenAssigned Task - Detail Screen


Flowchart of Screens for v4.1Flowchart of Screens for v4.1


Preliminary DiscoveriesPreliminary Discoveries


No Transition from SearchNo Transition from Search


Button Labeling IssuesButton Labeling Issues


No ConfirmationsNo Confirmations


Insufficient NavigationInsufficient Navigation

Came from Close Inquiry screen,

Pressing cancel returns User to My Worklist


Hidden FunctionalityHidden Functionality

Press Search then you get this screen


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


Customer QuestionsCustomer Questions

• Developed 25 questions - Organized into 4 GroupsWorkgroups Tab Organization

Tasks Task Details


Methodology for QuestionsMethodology for Questions

1. Open-ended

2. Non-leading

3. Eliminate jargon (Nielsen, 2002)


Research MethodResearch Method

• Based on 5 interviews• Observations of 4 people during testing


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


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


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


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


ESG Central HomeESG Central Home


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


Revised Workflow OpsRevised Workflow Ops


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


Next StepsNext Steps

• Incorporate feedback into mockups• Document unresolved questions for future

investigation


Any QuestionsAny Questions

Documents

27 Aug 02 - M. McDevittWorkflow Presentation1 Ordering and Bill Inquiry Workflow Michelle McDevitt New England Region Intern Summer 2002 I extend my gratitude