1. September 2005 The Design Evolution of a Customer Service Request Form Dino Anastasia September 26, 2005

2. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Presentation Overview Background Methodology Design Process Lessons Learned Summary

3. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CAEN Service Center (CSC) On-campus computer repair facility Convenient computer and laser printer repair for University departments, students, and employees Fully authorized warranty repair facility for Macintosh and Dell Also perform non-warranty repairs for the these and other brands

4. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Customer Service Request (CSR) Form Central to service process Multiple uses Multiple audiences Origins in paper

5. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Management Pressures Information needed Financial – are we losing money? Activity – how busy are we? Quality – what do our customers think? Record management CSR is the only official repair record

6. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Threats Replication of work data entered into CSR data re-entered into accounting system re-entered again into financial system Inability to summarize data extracted from CSRs manually

7. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Opportunities Paper to electronic Reduce replicated data entry Understand the repair process Create efficiencies Reduce costs

8. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Crafting A Solution Change the tool Technology will save us!

9. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Crafting A Solution: Approach Iterative design approach Design Prototype Test Design Prototype Test

10. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Crafting A Solution: Methodology User-centered design Specify requirements Structural & functional design Visual design Production prototype, test, & assess Deployment

11. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Contextual Inquiry – Why? Go where the work is Seeing the work reveals details, structure, and what matters Design is built upon interpretation of facts Validate your interpretation

12. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Contextual Inquiry – How? Two approaches Personal observations Group observations Two perspectives Internal External

13. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Personal Observations Total immersion in Service Center Observation Watch technicians work Ask questions Participation Staff front desk Interact with customers Fill out CSRs

14. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Personal Observations - Results Inefficient form layout Flow did not follow the check in process Tab order confusing 1 2 3 4 5

15. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Personal Observations - Results Filling out the form Inconsistencies in data entry Blank fields Incorrect data types in some fields

16. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Personal Observations - Results Bottleneck at front desk Notes made on paper were lost Unrecovered costs Troubleshooting, virus remediation, software problems Equipment waiting for pickup Billing not timely

17. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Group Observations Goal: Provide an organizational analysis Minimal information was provided Tell us what our problems are What are our opportunities for improvement Avoid biasing the discovery Data from Service Center and Office

18. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Group Observations - Results Too much time on unnecessary paperwork Cross train staff Cover front desk with dedicated staff Better publicize capabilities and policies

19. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Understanding Workflow 1 Customer drops off computer – CSR created Copy to customer Copy attached to computer Technician repairs computer Hand written notes on CSR Parts ordered and copies attached to CSR

20. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Understanding Workflow 2 Repair completed Customer contacted Repair & parts costs transferred to CSR CSR closed out & printed Notes and parts receipts disposed Customer picks up computer Customer pays & CSR updated Copy given to customer Copy placed in COMPLETED tray

21. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Understanding Workflow 3 Office staff empty COMPLETED tray Monthly Credit cards billed & checks deposited transactions added to accounting system Shortcodes billed transactions entered into text file for upload transactions added to accounting system

22. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Understanding Workflow 4 Multiple audiences and uses Customer – receipt Repair staff – record of repair Financial staff – billing trigger Management – record of activity

23. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Observation Results Summarized Process Tool Process and tool are intertwined

24. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Process Improvements Bill credit cards in the Service Center Post policy & change information Require deposit for non-warranty work Empty COMPLETED tray more often Dedicated front desk coverage These require no changes to CSR

25. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CSR Improvements Multi-user Improve flow of form Add fields & information that doesn’t exist Generate reports, billings, & surveys Articulate expectations Web-based, cross-platform

26. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Validation Discuss changes with technicians and other staff involved in process Clarify and revise information gathered

27. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Serendipity – An Opportunity Appears PHP & MYSQL class Create a prototype Proof of concept

28. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Ready To Design The Tool Goal: Transform the CSR into a web- enabled form with a relational database backend Multiple views of the data to support workflow Annotate repairs Streamline CSR routing Generate reports

29. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Finalizing The Design Define content needed (structural design) Add policy information to CSR Reorganize and enhance CSR by regrouping items, adding fields, & increasing data entry uniformity Define features needed (functional design) Export data from CSR to generate activity statistics, customer surveys, & billing information Define how it should look (visual design) Paper prototypes for revised layouts Fit into CAEN’s existing web space

30. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Additional Requirements Limited scope of work to repair activity Visually design pages to fit into CAEN’s existing web space Database tables to support the form

31. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Information Architecture Define pages needed and their associated functions Start Page, Customer Receipt, Repair Log, Billing, Reports Screen roughs Basic storyboard

32. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Designing The Database Determine tables and fields needed to support the form Customer Equipment Repair Staff Used Excel to chart out the tables

33. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Defining The Functions Determined code blocks necessary Page content Actions Database access Began coding

34. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Web CSR Prototype Access control Multiple navigation options Multiple views of repair data Report generation Table editing

35. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Web CSR Prototype – Repair Log

36. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Web CSR Prototype – Repair Log Drop downs for certain fields Ensure uniformity of data entry Some fields autofilled or calculated

37. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Web CSR Prototype – Repair Log Required fields caught Improper data entry caught

38. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Web CSR Prototype – Report Page

39. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Web CSR Evaluated Proof of concept successful To be usable for Service Center Integrate with CAEN infrastructure of JSP and Oracle Minimally as functional as Omniform Technicians delighted at prospect of broader access and shop notes Next steps to restructure database

40. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Serendipity Again – More Opportunity Database Application Design class Optimize database Enhance prototype Still proof of concept

41. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Redesigning The Database Understand current CAEN tables used Determine entities and relationships 11 tables connect to the repair or repair_activity table Revise code for existing pages to accommodate new tables

42. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Web CSR Evaluated Again Proof of concept successful Additional work needed for second page of form, including financials Port from PHP to JSP & MYSQL to Oracle Further development put on hold due to other priorities Feedback from staff In the interim make current CSR more usable

43. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Analyzing Data Collected In CSR Inconsistencies and commonalities in data Fields needing data left blank Some fields never used Generated activity statistics better understanding of what needed to be tracked and what information was of interest time consuming and cumbersome normalize data

44. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Redesigning The Omniform CSR Web prototypes provided useful information Focus on simplifying the generation of activity reports Consistent data entry Ensure required data entered Enhance flow of form

45. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A A Side By Side Comparison Version 1Version 2

46. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CSR Version 2 Feature Grouped similar content Added color boxes for Gestalt effect for certain areas Before After

47. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CSR Version 2 Feature Drop downs for common items Increase uniformity of data entry Makes compilation of activity statistics easier

48. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CSR Version 2 Feature Triggered fields that generate an autofill on other fields Calculation buttons Sales tax Autofill dates

49. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CSR Version 2 Feature Field checking Required fields Specify data types Error messages alert of problem

50. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CSR Version 2 Feature Multiple form views On-line version Printed version

51. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Deploying CSR Version 2 Technicians tested new form Documentation written Defined each field on the form Provided examples of good data entry Individual trainings as necessary Errors fixed and suggestions incorporated “Much improved and easier to use.”

52. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CSR Version 2 Evaluation Shop notes, while highly demanded, not really used Conceived to facilitate technician communication Only 5.5% of forms contain a shop note More frequent usage early on Unforeseen use – notes for billing issues Reasons for low use Fewer student technicians Repairs happening quicker Notes don’t print out so they go unread or aren’t checked

53. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A CSR Version 2 Evaluation Dropdowns can be cumbersome Focus on where consistency is critical Needed for statistics gathering Not needed for inventory area More useful activity data more quickly

54. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Lessons Learned Design first Contextual inquiry works Understand needs and requirements Spend time with and involve users Mockups, storyboarding, & flow diagrams can provide focus for coding Reprioritized projects can provide a learning experience

55. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Summary Background on CAEN & the CSR General approach taken Iterative design process used to transform the CSR Experiences taken away from the design process

56. September 2005 Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A Questions? Thank You!