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Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
Madigan Portfolio09
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Madigan Portfolio09

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Design Portfolio

Design Portfolio

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  • 1. Portfolio of Work Products - Edwin Madigan Examples of my knowledge and application of design, usability best practices, usability research, leadership, critical thinking, and project management skills. 1 edmadigan@sbcglobal.net Edwin Madigan
  • 2. Contents Messaging........................................ 3 - 5 Plan Optimizer.................................. 6 - 9 eLearning Center.............................10 - 12 Network Coverage...........................13 - 15 sView...............................................16 - 18 Business.........................................19 - 22 2 edmadigan@sbcglobal.net Edwin Madigan
  • 3. Messaging An application designed to support consumer and business customers while adopting a new global design framework. 3 edmadigan@sbcglobal.net Edwin Madigan
  • 4. Messaging What Was the Problem? Legacy Design Sprint was working to create a fully integrated online experience for customers three years after the merger with Nextel. The online experience for most products was split between legacy Nextel and Sprint versions. The messaging project was the first to integrate two products into a single, cohesive design based on the new Sprint 2.0 framework. My Challenge Lead the design effort on a product that was co-owned by consumer and business product owners and operated on two platforms. • Integrate the functional and business needs for both business and consumers. • Create a unified design to support to support casual as well as heavy users. • Help set the vision for future product interaction models within the new Sprint 2.0 design framework. How I Succeeded • Review the legacy messaging systems for business and consumer customers across two platforms. • Created low-level hand drawn sketches to achieve agreement among team members prior to engaging in detailed design. • Conduct weekly requirements and design review sessions. • Collaborate with the Sprint 2.0 design team to ensure design integrity with ongoing design efforts of the global site. 4 edmadigan@sbcglobal.net Edwin Madigan
  • 5. Messaging Strengths of New Design Find a Store | Business | En Español Cart Go • My Contacts list for quick search and addition of contacts. 001b Find a Store | Business | En Español Cart 001b My Sprint Shop Community Support Chat Sue Smith (805) 684-7000 My Sprint • Paginated delivery of lengthy messages. Shop Community Support Chat Sue Smith (805) 684-7000 Find a Store | Business | En Español Cart 001b • Message scheduling for timed and My Sprint messages. repeating My Sprint Shop Community Support Chat Sue Smith (805) 684-7000 My Sprint • Message reply options to support business customers. My Account My Phone & Media My Preferences Account: Home (088456791) • Summary view inbox with expandable threaded messages. MyMy Account Sprint My Phone & Media My Preferences Account: Home (088456791) 085 085 • Lingo translator to allow for shorter messages. 004a Open Connect with... 004a My Account Connect with... My Phone & Media My Preferences Account: Home (088456791) Ope • Quick text to allow fast entry of common messages. 085 013a • Message export function for business and consumer archiving. 004a 4 013a Open Connect with... 4 Phone Call Log Contacts SMS Email Voicemail Customize Music Photos Apps My Vault Games Sprint TV Family Locator Add Service Phone 013a Call Log Contacts SMS Email Voicemail Customize Music Photos Apps My Vault Games Sprint TV Family Locator Add Service 4 Messaging New Design Messaging Phone Call Log Contacts SMS Email Voicemail Help Customize Music Photos Apps My Vault Games Sprint TV Family Locator Add Service H 009 My Contacts Close - tO: Close - I want to: Messaging Find a Store | Business | En Español Cart Go 009 Bryan O'Connor (M) , Crystal Gale (E) , My Contacts tO: 001b Alphabetical Bryan O'Connor (M) , Crystal Gale (E) , I want to: My Sprint Shop Community Support Chat Sue Smith (805) 684-7000 Alphabetical View/Change Settings He Allison Harvey View/Change Settings 02/20 Allison Harvey Block Messages tO: A-E 009 My Contacts Close - 02/20 Amy Davis I wantMessages Block to: A-E My Sprint LINGO 'quick Alphabetical View Usage :) is ON text' Amy Davis LINGO 'quick View Usage :) Upgrade Messages is ON text' View/Change Settings F-J Asha Lall Allison Harvey Lingo x SubjeCt: 01/20 Upgrade Messages F A J E K F PJ QK VP WQ Z V W - Z My Account My Phone & Media My Preferences Account: Home (088456791) Asha Lall Get Free Mobile Alerts Block Messages -- 085 SubjeCt: Lingo is ON Andrew Luden Amy Davis » Turn Lingo OFF LINGO 'quick Get Free Mobile Alerts View Usage K-P Manage Mobile Alerts :) 004a MeSSAge: is ON text' Open Andrew Luden Connect with... I hope to CUL8R today after I get some more work done because if I don't get this done now, I will MeSSAge: Manage Mobile Alerts Betsy Morris Upgrade Messages -- Asha Lall have to work later tonight at home. There is also a game on tonight so I don't want to miss that SubjeCt:se I hope to for ! sure. Betsy Morris Q-V W-Z 013a Get Free Mobile Alerts 4 Brian Molchek Andrew Luden C See Brian Molchek MeSSAge: Manage Mobile Alerts -- CU See you Phone Call Log Contacts SMS Email Voicemail Customize Music Photos Apps My Vault Games Sprint TV Bryan O’Connor Family Locator Add Service Betsy Morris CUL8R See you later ! Bryan Messages longer than 160 characters are split and sent separately to some devices. O’Connor 162/640 Messaging -- 009/640 Camelia Fox Brian Molchek SCHeDuLe MeSSAge Close - Camelia Fox Help You can send this message once at a specfic time or setup a recuring SCHeDuLe MeSSAge Choose when and how often to to send. Open + My Contacts Close - tO: 009 Crystal Gale schedule by completing the following options. Bryan O’Connor Bryan O'Connor (M) , Crystal Gale (E) , I want to: Crystal Gale RePLY OPtIONS Add reply options to your message. Open + 000/640 Alphabetical StARt SCHeDuLe MeSSAge Choose when and how often to to send. Open + Send Allison Harvey David Roth View/Change Settings Camelia Fox 02/20 Date Time Block Messages David Roth RePLY OPtIONS Add reply options to your message. A-E Open + Amy Davis 11 : 45 PM Central Time LINGO 'quick View Usage Crystal Gale :) is ON text' My Groups Close - My Messages Scheduled Send Upgrade Messages F-J Asha Lall My Groups Close - SubjeCt: My List 1 Get Free Mobile Alerts HOW OFteN tO SeND: David Roth Andrew Luden (10 members) Sort by date & time X My List 1 K-P Manage Mobile Alerts Print Delete Reply Forward Export All MeSSAge: I hope to CUL8R today after I get some more work done because if I don't get this done now, I will (10 members) My Messages Scheduled Betsy Morris Weekly have to work later tonight at home. There is also a game on tonight so I don't want to miss that My List 2 My Groups Close - gary jetson (3) 30 minutes ago for ! sure. Q-V W-Z (15 members) My List 2 abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat pist Brian Molchek Sort by date & time X Create new My members) (15 List 1 Print Delete Reply Forward Export All eND: Mr. Spacely (7) Subj: Your work ethic 35 minutes ago Bryan O’Connor Create(10 members) new ! Messages longer than 160 characters are split and sent separately to some devices. 162/640 Group Connect Close - Uguerrud tio od ming estrud mod duipsustrud eros autetuerosto etum et, si bla feu facillut ago gary jetson (3) 30 minutes Camelia Fox On Date Group Connect My List 2 Close - abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat dignal SCHeDuLe MeSSAge Choose when and how often to to send. Open + jane jetson Subj: Lunch today 2 hours 15 minutes ago Group 1 Close - (15 members) (10 members) cilla orperit luptat digna coreet wis adio dolore work ethic quisism olestrud e 35 minutes ago Mr. Spacely Subj: Your commy nisim Crystal Gale RePLY OPtIONS Add reply options to your message. Open + Date Time Create new Group 1 Close - (10 members) abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna Send Group 2 11 : 45 PM Central Time coreet wis jupiter (8) commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... janet adio dolore 2 hours 16 minutes ago David Roth Group Connect Close - Uguer acipsustrud luptat dignaestrud mod adio dolore commy nisim quisism olestrud blanulput scilit incilla orperit tio od ming coreet wis duipsustrud eros autetuerosto etum et, si et feu facillut (15 members) Group 2 (15 members) Group 1 Close - george jetson bob Subj: Your work ethic 4 hours 6 minutes ago 36 minutes ago My Groups Close - My Messages Scheduled Create new abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna Create(10 members) new oreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... My List 1 Sort by date & time X Team DC Close - coreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... Print Delete Reply Forward Export All (10 members) RePLY OPtIONS Add reply options to your message. Team DC Open + Group 2 Close - Sally Sorocket Mr. Spacely Subj: Your work ethic 5 hours 26 minutes ago 37 minutes ago My List 2 gary jetson (3) 30 minutes ago Team DC 1 Close - (15 members) abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat pist abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna (15 members) (10 members) Team DC 1 Close - Create new Send coreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... Create new Mr. Spacely (7) Subj: Your work ethic 35 minutes ago (10 members) billacipsustrud tio Uguer 6 hours 3 minutes ago Group Connect Close - Uguerrud tio od ming estrud mod duipsustrud eros autetuerosto etum et, si bla feu facillut Team DC 2 Team DC Close - oreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... jane jetson Subj: Lunch today 2 hours 15 minutes ago (15 members) Team DC 2 george jetson Subj: Your work ethic 38 minutes ago Group 1 Close - cilla orperit luptat digna coreet wis adio dolore commy nisim quisism olestrud e (15 members) abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna Susan 7 hours 2 minutes ago Create new My Messages Scheduled Team DC 1 Close - coreet wis adio dolore commyzzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna (10 members) abcdegt oIrit pratinit prat nim nisim quiautatum diamVenissendiam opist... janet jupiter (8) 2 hours 16 minutes ago Create(10 members) new Group 2 scilit incilla orperit luptat digna coreet wis adio dolore commy nisim quisism olestrud et nulput Mr. Spacely Subj: Your work ethic 40 minutes ago (15 members) Sort by date & time X Team DC 2 Messages oIrit pratinit pratyour zzrit, for X days. Afterexer atiscil iquiscilit incilla be deleted from the abcdegt will remain in nim box volorem zzriliquip X days, messages will orperit luptat digna bob 4 hours 6 minutes ago Print Delete ReplyForward Export All Create new oreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... (15 members) system and are not recoverable. Use the Export function toautatum diamVenissendiam opist... coreet wis adio dolore commy nisim quisism olestrud et nulput save messages to your PC. Team DC Close - gary jetson (3) 30 minutes ago Uguer acipsustrud tio od ming estrudfacillut Sally Sorocket 5 hours 26 minutes ago Create new abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat pist george jetson Subj: Your work ethic 43 minutes ago Team DC 1 Close - (10 members) bill 6 hours 3 minutes ago abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip. Mr. Spacely (7) Subj: Your work ethic 35 minutes ago oreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... Team DC 2 Uguerrud tio od ming estrud mod duipsustrud eros autetuerosto etum et, si bla feu facillut (15 members) Susan 7 hours 2 minutes ago Messages will remain in your box for X days. After X days, messages will be deleted from the Create new abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna jane jetson Subj: Lunch today 2 hours 15 minutes ago system and are not recoverable. Use the Export function to save messages to your PC. 5 cilla orperit luptat digna coreet wis adio dolore commy nisim quisism olestrud e janet jupiter (8) 2 hours 16 minutes ago scilit incilla orperit luptat digna coreet wis adio dolore commy nisim quisism olestrud et nulput bob 4 hours 6 minutes ago edmadigan@sbcglobal.net Edwin Madigan oreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... Sally Sorocket 5 hours 26 minutes ago abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna
  • 6. Sprint Plan Optimizer An application designed to reduce churn and increase trust. 6 edmadigan@sbcglobal.net Edwin Madigan
  • 7. Sprint Plan Optimizer What Was the Problem? Concept Design Customers with frequent overage costs were more likely to be disatisfied with their plan, lack trust in Sprint, and were more likely to churn. Mobile phone ownership was reaching saturation and customers were becoming aware of their choice in a wireless provider, particularly with the introduction of the Wireless Number Portability Act in 2003. My Challenge Lead the design effort on a team comprised of online marketing, legal, brand, writers, graphics artists, project managers, and developers to create a usable and trustworthy experience: • Understand customer needs. • Understand data available within Sprint’s billing system. • Design an easy to use experience that customers will trust. How I Succeeded Work with project managers to develop a plan that included milestones for billing and usage analysis, user needs assessment, concept design, usability testing, and design iterations. • Worked with research team to define user needs assessment and gain initial reactions to the concept. • Worked with research team to define usability testing protocol. • Conducted redesign efforts based on both concept and usability testing. • Monitored development and internal testing to ensure that design integrity was maintained throughout the process. 7 edmadigan@sbcglobal.net Edwin Madigan
  • 8. Sprint Plan Optimizer - Phase I Usability Testing Results Production Design Design meets usability expectations. Production Results Initial launch in July 2008 was well received but data integrity problems forced a shutdown in October 2008. Data and code fixes were implemented and the product was re-launched in February 2009 was again well received: Traffic • Total visits (Feb. 16 - Mar. 4, 2009) = 332,309 • Recommended Plans page = 46,859 (14%) • Good Fit page (plan change not recommended) = 122,550 (37%) • Average daily visits = 23,736 Conversion • Total conversions = 3645 plan changes • Average daily conversions = 214 plan changes • 8% of users who received a plan recommendation changed their plan. Patent application filed in 2007. 8 edmadigan@sbcglobal.net Edwin Madigan
  • 9. Sprint Plan Optimizer - Phase II Experience Flow Proposed Design Welcome to the Sprint Plan Optimizer Signed in as Tom Jones | Sign out :) Got questions? Click to chat ? Learn about Plan Optimizer Give us your feedback Your Current Plan You can save up to $54.00/mo. ! For the most accurate recommdendation, we used the past 6 months after your last Sprint Fair & Flexible 200 plan change. Primary line: We want you to save money and recommend the plans below based on your over- Tom Jones: 512-588-7581 age charges and the way you used your phone for the past 6 months. You can view/change the months use for our recommendation. Recommendations: Contract End Date 12/23/07 Talk 450 Talk/Message/Connect 200 anytime minutes $ 29.99 See this Plan 25 bonus minutes included Unlimited minutes Starts at 9 PM 450 Anytime Minutes Data PCS Vision included $69 $54 Direct Connect and Group Connect $ 15.00 Messages: Text, pictures, and video Other Total Equipment Replacement $ 7.00 Plan Monthly Charges Savings Talk: Domestic long distance, no roaming charges Plan Charges $ 51.99 Simply Everything 450 Extra Charges: ! For the most accurate recommdendation, we See this Plan used the average usage and overage charges for the past 6 months, after your last plan 450 Anytime Minutes change. View/Change $75 $50 Data: Web surfing, email, GPS Navigation, Sprint Music Premier, Sprint TV Premier Talk anytime overage - 110 minutes $ 44.00 Plan Monthly Direct Connect and Group Connect Data data cost - 428 Kb $ 4.20 Charges Savings Messages, Text, pictures, and video Simply Everything 900 See this Plan Extra Charges $ 48.20 900 Anytime Minutes Average Total Monthly Bill $ 100.19 $85 $45 Data: Web surfing, email, GPS Navigation, Sprint Music Premier, Sprint TV Premier Plan Monthly Direct Connect and Group Connect Charges Savings Messages, Text, pictures, and video Close Welcome to the Sprint Plan Optimizer Signed in as Tom Jones Your Historical Usage | Sign out :) Enhancements Got questions? Click to chat In order to provide plan recommendations that accurately reflect your day-to-day activity, ? Learn about Plan Optimizer deselect months below that are not characteristic of your normal plan usage. Give us your feedback Nextel Streamline the path to conversion by focusing on recommendations and expected Cost Talk Direct Connect Messaging Data Cost All Anytime Incoming Nights & Mobile Long Roaming Direct Messages Web & Data Minutes Minutes Weekends Weekends Minutes Distance Connect savings. 200 150 125 100 75 50 Plan Cost 25 Recommended Plans: $ 0 Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov 2007 2008 2008 2008 2008 2008 2008 2008 2008 2008 2008 2008 Cost: Average Anytime Minutes $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX • Presented immediately upon activating optimizer. Text Messages $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX Show months + Data Charges $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX Extra Charges $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX Plan & Add-on Charges $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX Hide months - TOTAL $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX $ XX.XX • Up to 3 plans presented for optimization. View View View View View View View View View View View View Bill Bill Bill Bill Bill Bill Bill Bill Bill Bill Bill Bill Months Used for Analysis • Clear expectations about what will change, including gains & losses. Back to Recommendations Disclaimer content goes here. Alisisl exeraestrud molortin vel iriusci blam, quamcon velessim endre faci ea augait lorperos dolut ad tem dio consequisl utetuer iustrud dolorper autat. Rostisit accumsandio commodolut lum eugait velendr eraessiscip exercip sustio consequipit euipsum eugiam velessequi te modignisl iusciduip ex enibh • Reduced cognitive load by only displaying 1 detailed plan at a time. All Plan Members Charts: Tom Billy Charlie Dougie • Changed visibility of all charts to a secondary, optional task. All Usage Recommended Plans Signed in as Tom Jones | Sign out :) Got questions? Click to chat Talk Time Back to Overview ? Learn about Plan Optimizer Messaging • Improved ability to select relevant date range. Give us your feedback Data Directory Asst. Your Current Plan This plan saves you $57.16/ mo. 450 Talk/Message/Connect • Improved granularity of shared plan usage. Sprint Fair & Flexible 200 Simply Everything 450 Chirp, text, share, send and talk your heart out with Get 250 more minutes with unlim- Primary line: unlimited messages and Direct Connect. ited messaging and internet! Tom Jones: 512-588-7581 More about whats included • Lorem ipsum dolor sit amet 3 Additional Numbers on Plan • Consectetuer adipiscing elit What’s New: • Nulla sed mauris in elit Contract End Date Contract End Date Same Contract End Date Talk 450 anytime minutes $ 99.99 250 more minutes $75 Plan Charges 200 anytime minutes $ 39.99 25 bonus minutes (1 line) $ 10.00 25 bonus minutes x No bonus minutes $ $50 Monthly Savings Add a Phone (3 lines) $ 19.98 Add a Phone (3 lines) included Now included in plan Expected Launch: Unlimited minutes Starts at 9 PM Unlimited minutes Starts at 7 PM See this Plan (All lines) included (All lines) included Starts 2 hours earlier Data PCS Vision (2 lines) $ 20.00 PCS Vision (2 lines) included Now included in plan Messaging You do not own a messaging add-on Unlimited text messages 2Q 2009 (All lines) included New included feature Simply Everything 900 Other Total Equipment Replacement Total Equipment Replacement Text, surf, email, listen, watch, find, (2 lines) $ 14.00 (2 lines) $ 14.00 and talk — on one simple plan! Plan Charges $ 103.97 Plan Charges $ 113.99 For an extra $10 a month, you • Lorem ipsum dolor sit amet get more features and save on • Consectetuer adipiscing elit overages. • Nulla sed mauris in elit Extra Charges: Average Usage & Cost for the past 12 Extra Charges: months: View/Change $85 Plan Charges Talk Anytime overage - 110 minutes $ 44.00 More minutes $ 0.00 $ $45 Monthly Savings Long distance cost - 15 minutes $ 6.23 Long Distance included $ 0.00 Data Data cost - 428 Kb $ 4.20 Unlimited Data $ 0.00 No extra charges See this Plan Messaging Messages cost - 42 messages $ 12.75 Unlimited Text Messaging $ 0.00 You will save: Compare Plans $ $ 57.16/ month Extra Charges $ 67.18 Extra Charges $ 0.00 $ 685.92/ year Average Total Monthly Bill $ 171.15 Average Total Monthly Bill $ 113.99 Change to this Plan No hidden charges, fees, or penalties. 9 edmadigan@sbcglobal.net Edwin Madigan
  • 10. eLearning Center An application designed to reduce calls to care by providing accurate, useful, and engaging self-help. 10 edmadigan@sbcglobal.net Edwin Madigan
  • 11. eLearning Center What Was the Problem? Concept Designs Sprint consumers were calling customer care (1.8M/month) with phone related issues. Current Sprint online support was outdated and difficult to navigate. My Challenge Lead the design effort on a team comprised of online marketing, legal, brand, product managers, writers, developers, and external vendors to create an easy to use support product: • Understand customer needs. • Understand material available within Sprint’s current online support. • Manage the design and development with 2 external vendors as well as Sprint internal IT. How I Succeeded Review available customer care reporting to understand why customers were calling for device help. Set the design vision by creating and reviewing various concept designs with the team. Work directly with each vendor as well as internal IT to ensure that design integrity was maintained. 11 edmadigan@sbcglobal.net Edwin Madigan
  • 12. eLearning Center Traffic Results (Sep. 2008 - Dec. 2008) • Total visits to landing page= 673, 884 • Tutorial visits = 155,048 (23%; avg. = 4 min./tutorial visit) • User Rating visits = 97,140 (14%) • Video visits = 72,322 (11%) • 360 View visits = 54,950 (8%) • Support content visits = 18,423 (3%) • Navigate away = 276,001 (41%) What We Learned Customers were receptive to self-service device tutorials to solve their problems. User community ratings were also helpful in educating consumers about phones and features. Videos and 360 View information were not useful tools in supporting customers with device setup or troubleshooting but were more useful during the online shop process. Production Designs 12 edmadigan@sbcglobal.net Edwin Madigan
  • 13. Network Coverage An application designed to help consumers understand where and what kind of Sprint coverage is available. 13 edmadigan@sbcglobal.net Edwin Madigan
  • 14. Network Coverage What Was the Problem? Legacy Design A recent usability test revealed that the current Network Coverage Tool design was below usability expectations: Usability Test Metrics Usability Score The Brook’s System Usability Scale (SUS) is a standardized scale consisting of ten statements. Respondents indicate their level of agreement with each statement using a seven point Likert scale. All products that Sprint tests are scored using this standardized norm-referenced scale. The SUS scale provides an overall index of how easy the product is to use. UXEP has normed and standardized the SUS for the telecommunications industry. Below Expectations MeetsExpectations Meet Expectations Product products 40% of scores among the Product products the 40% of scores in bottom 40% of products. upper 40% of products. Significantly Below Expectations Exceed Expectations Product 10% ofamong Bottom scores products -1.0 Product scores among Top 10% of products the bottom 10% of products. the top 10% of products. -4.0 -3.5 -3.0 -2.5 -2.0 -1.5-1.3 -1.0 -0.5 0.0 0.5 1.0 1.3 1.5 2.0 2.5 3.0 3.5 4.0 10th 50th 90th Percentile • Map controls and behavior were confusing. • The many colors used to depict coverage were confusing. • Terminology was inconsistently used and overly complex. My Challenge Lead the design effort on highly visible product that was co-owned by several team members comprised of online marketing, legal, brand, finance, product managers, writers, graphic artists, and developers. • Win over individual team members and influence group behavior to focus on the goal of presenting accurate coverage, rather than design. • Design a new coverage tool that messages 3 coverage types across 2 different communication networks. How I Succeeded Present analysis findings to the global team and explain rationale behind design decisions. Review concept designs with team members to show a progression and educate the team on the design process as a whole. • Review history of the current Coverage Tool design. • Review best in class online mapping applicatons and competitve network coverge maps. • Apply basic Human Factors principles related to color coding and perception. 14 edmadigan@sbcglobal.net Edwin Madigan
  • 15. Network Coverage Strengths of New Design Usability Test Results. • Coverage does not overlap: New design meets usability expectations. Controls are placed outside the map to avoid confusion with map elements. Usability Test Metrics Colors are clearly delineated by type of coverage and network. Usability Score The Brook’s System Usability Scale (SUS) is a standardized scale consisting of ten statements. • Color shade equates to better coverage. Respondents indicate their level of agreement with each statement using a seven point Likert scale. All products that Sprint tests are scored using this standardized norm-referenced scale. • Coverage at current location is highlighted on color legend. The SUS scale provides an overall index of how easy the product is to use. UXEP has normed and standardized the SUS for the telecommunications industry. • Added “No Coverage” color to legend. • All colors are visible by color blind users as shades of Gray. Below Expectations Below Expectations MeetsExpectations Meet Expectations • Added ‘Recent Searches’ functionality for easy comparison of different Product products 40% of scores among the Product products the 40% of scores in bottom 40% of products. upper 40% of products. Significantly Below Expectations Significantly Below Expectations Exceed Expectations Exceed Expectations locations (e.g., home, work, school, etc.). Product 10% ofamong Bottom scores products the bottom 10% of products. +0.4 Product scores among Top 10% of products the top 10% of products. -4.0 -4.0 -3.5 -3.5 -3.0 -3.0 -2.5 -2.5 -2.0 -2.0 -1.5-1.3 -1.0 -1.5-1.3 -1.0 -0.5 -0.5 0.0 0.0 0.5 0.5 1.0 1.3 1.5 1.0 1.3 1.5 2.0 2.0 2.5 2.5 3.0 3.0 3.5 3.5 4.0 4.0 10th 10th 50th 50th 90th Percentile 90th Percentile New Design 15 edmadigan@sbcglobal.net Edwin Madigan
  • 16. sView A project to enhance an internal application that allows care agents to assess and track customer calls. 16 edmadigan@sbcglobal.net Edwin Madigan
  • 17. sView What Was the Problem? Legacy Design Sprint Customer Care was in the midst of combining 2 call tracking systems into a single system that could handle calls from either Sprint or Nextel customers. • Long handle times low customer satisfaction. • The proposed new system (sView) was not designed specifically for front-line agents or with their needs in mind. My Challenge Lead the design effort on highly visible product that was co-owned by several team members comprised of tier 1, tier 2, technical support, and retention care teams. • Understand the legacy care systems for Sprint and Nextel. • Understand the new vision for ‘sView’ (SprintView). • Engage with teams that have never relied on design or usability research professionals. How I Succeeded • Perform heuristic evalutaions of legacy systems. • Attend focus group discussions with care supervisors and front line employees. • Assist with contextual inquiry and direct observation of front line operations. • Shadow care agents and listen to calls at 6 care sites. • Redesign sView over 3 major releases spanning 18 months. Research Findings • Lack of standardized controls or consistent layout. • New policy dictated lengthy, manual step-by-step call identification coding. • System lag times added to average handle times and increase frustration. • Agents expected a ‘one-stop’ call solution system but had to rely on several legacy systems to gain information or make account changes. • sView did not allow for simultaneous handling of multiple call issues. • Critical billing, payment, and adjustment information was not available in sView. 17 edmadigan@sbcglobal.net Edwin Madigan
  • 18. sView Strengths of New Design • Standardized icons and controls to access and manipulate data. • Alerts portlet with summary of most recent alerts and link to details. • Most recent notes summary with expanded view capability. • Work tabs now arranged to support call flow. • Integrated PC Phone design. • 360 degree view that includes: sView Optimization — R9 Current plan and phone with link to change plan or| Service Design User Experience Design phone Version 021208 | Feb 12, 2008 Last paid amount 360 View - amount due with link to payment system Current Solutions Current usage Role = User Last 3 bill and usage cycles Requirements 3 Financial Summary New Design ASL oris non-ASL and non- Worry-Free Wireless, do not 3.12 If subscription display CAP fields. <Contack name> < PTN> Amdocs sView Customer Interaction Manager - VERSION 3.1 - BUILD 320 - CLU2APP - Micorsoft Internet Explorer provided by Sprint sView V 3.1 Build 3231 File Create Search Search Action Windows Workflow Workflow Action Help Windows Help <Contack name> < PTN> Log Out Home Contact: Sam Peligrino Search PTN: Search Private BAN: 9087654329 Reason: Billing and Payments Advance Search + Expand Header Current Interaction CSM Type: Please specify Direction: Inbound FDT Touch Point: Please specify NTK Topic [1] + Select Topic: Please specify TLS Select Sub-topic: Contacts 360 View Interactions Work BAN Info Subscriber Auth Offers Offer Hist Unit Activity Financial Discount Select topic first MY Plan & Device Information Financial Summary Select Result: NTM - Create Case My Sprint User: Yes (last visit 10/23/2004) Program: High (11/14/2006) Last Bill Amount: $170.00 Recent Invoice Select sub-topic first Plan Device Total Due: $100.00 Make a Payment Notes: Sprint Fair & Flexible 800 Device: Sanyo 8900 Account Balance: $125.00 Estimated Total MRC* $69.00 Active Date: 11/14/2007 Discount: Yes Details: <Contack name> < PTN> Contract Expiration: October 24, 2009 Upgrade: Yes Details Future Dated Plan: Yes Details More... More... *Taxes, fees, discounts, or credits not included. Usage Line: 123-456-7890 Unbilled Billed Current As Of: January 25, 2007, 9:45 PM, CT Invoice Period: December 27, 2007 - January 26, 2008 Call Details Invoice Period: November 27, 2007 - December 26, 2008 Call Details Shared Plan Included Usage Remaining Additional Additional Shared Plan Included Usage Remaining Additional Additional Used Charges Used Charges Anytime: 800 963 0 63 >> $ 5.00 Anytime: 800 1063 0 163 >> $ 10.00 Night & Weekend: Unlimited 450 Unlimited 0 0 Night & Weekend: Unlimited 450 Unlimited 0 0 Mobile to Mobile: Unlimited 217 Unlimited 0 0 Mobile to Mobile: Unlimited 664 Unlimited 0 0 Create: Case | Action Item Link Object | Individual Usage Included Usage Remaining Additional Additional Individual Usage Included Usage Remaining Additional Additional Used Charges Used Charges + - Tools & Assistance: Anytime: (Shared) 789 (Shared) -- Anytime: (Shared) 889 (Shared) -- -- NTM - Create Case Night & Weekend: (Shared) 342 (Shared) -- Night & Weekend: (Shared) 342 (Shared) -- -- CSM - Last Bill Image Text Messages: 300 315 0 15 $2.75 Text Messages: 300 323 0 23 $4.22 NTM - Create Case CSM - Last Bill Image CSM -> BAN Financial Summary Internet Note. Display Scroll bar if Usage information spans below the bottom of the page. ©1999-2007 Sprint-Nextel Corp. | Proprietary & Confidential 7 18 edmadigan@sbcglobal.net Edwin Madigan
  • 19. Sprint Business Website A project to streamline design and consolidate over 3000 pages of web content. 19 edmadigan@sbcglobal.net Edwin Madigan
  • 20. Sprint Business Website The Problem Legacy Designs Sprint Business customers were categorized and segmented in numerous ways: by vertical, by horizontal and even by geographic location. Sprint contained 16 business units, each with the purpose of supporting their particular business need. As a result, over 3000 web pages were developed and maintainted to support Sprint business customers. These 16 web properties were expensive to maintain, contained duplicated and outdated information, and lacked a cohesive design strategy. My Challenge Mentor and support a junior design colleague through the redesign process. • Understand the needs of these business customers. • Design a consolidated website to meet those needs. How I Succeeded • Assisted with the content inventory of the web properties, gathered and reviewed all the research on business customers and their needs. • Developed and conducted a modified card sort methodology with more than 300 business website users across 4 segments and 9 verticals in 7 cities to generate and validate a new information architecture for the website. • Design page templates to address the content needs of the new consolidated site. 20 edmadigan@sbcglobal.net Edwin Madigan
  • 21. Cardsorting for Information Architecture Development Research Goals Participants • To identify and validate an optimal arrangement for information 7 types of external customers across 9 verticals within a telecom website intended for business customers. • Large business decision makers and influencers • To determine an acceptable order for category presentation. • Medium business decision makers and influencers • Small business decision makers Methodology • Wholesalers A phased approach was leveraged to progressively gain detail and • Analysts optimize the information architecture through iterations Phase 1 - High Level Cardsorting of 16 groups (7 users per group) to Statistical Analysis identify the main site sections. • Cluster analysis (IBM) using a “nearest neighbor” distance calculation. Phase 2 - Detailed Level Cardsorting of 16 groups (7 users per group) • Percent accuracy calculated based on the number to identify the subgroups within the main site sections. of times a product was correctly placed indicating Phase 3 - (Hierarchy Validation 1) 30 individuals sorted the site a customer’s accuracy in finding what they are information based on the hierarchies developed in Phase 1 & 2. looking for on first attempt Phase 4 - (Hierarchy Validation 2) 30 individuals sorted the site information based on the hierarchies developed in Phase 3. Placement Methodology presented at HCI International accuracy was measured during phase 4. conference, 2005, Las Vegas, NV. Procedure for Phases 1 and 2 Procedure for Phases 3 and 4 Step 1 Step 2 Step 3 Step 1 Step 2 Randomized Sort cards Label Randomized stack of Place cards into the category stack of cards into groups each group cards & category labels where user feels it belongs Voice over Voice over Pay bill Products & My Products & My Products & My IP IP Online Services Account Services Account Services Account Check Voice over Pay bill Voice over Pay bill Frame IP Online wireless IP Online Relay Voice over usage IP Check Change Check Frame Frame wireless ATM billing wireless Relay Relay usage address usage Change Change ATM billing ATM billing address address 21 edmadigan@sbcglobal.net Edwin Madigan
  • 22. Revised Sprint Business Website Results A consistent presentation of Sprint Business products and services based on user defined needs and arranged in a user defined information architecture. Quarterly satisfaction metrics were measured showing an increase of over 100% in customer satisfaction moving from 32% (old design) to 68% (new design)- the highest in the telecommunications industry at the time. 22 edmadigan@sbcglobal.net Edwin Madigan

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