IBM Support Portal Prototype Workshop September 17 - 19 2007 Post :: workshop notes

© 2007 IBM Corporation

IBM Support PortalPrototype Workshop September 17 - 19 2007Post :: workshop notes

IBM Center for Solution Innovation : : Boston | New York

User Focused :: Business Centric


Attendees

Innovation Center Team Gustavo CandelasUX Information Architect / Project Lead

Tyrrell Donelan UX Creative Director / Project SME

Chi NangiaUX Information Architect

Jenn DeForgeUX Art Director / Lead Designer

Liz Baird Project Manager

IBM Support Team Paula FultonSPE Project Lead

Linda Allen GTS Representative

Christie Williams SWG Representative

Perry Dykes STG Representative

John GoodsonWPS Technical

Keith E Instoneibm.com / UI


Monday Agenda Day 1

Topics Day 1 Presenter

9:00 – 9:15 Welcome & Introductions 9:15 – 9:45 Introduction to The Center

Liz BairdTyrrell Donelan

9:45 – 10:45 Project Overview All

Project Discussion Project Goals, Objectives, Expectations How does this fit with the CSA Vision Prototype? Review CSA Vision Prototype User Audience :: Who are they? Design Limitations Web 2.0 – and beyond? Do we have any limitations? 10:45 – 11:00 Break

All

Tyrrell Donelan

11:00 – 2:00 Defining User Scenario 1 Gustavo / Chi

2:00 – 4:00 Defining User Scenario 2 Gustavo / Chi

4:00 - 4:30 Wrap up Liz Baird


Tuesday Agenda Day 2


8:30 – 10.30 Recap & Review – Goals, Objectives, Expectations

11.30 – 12:30 User & Business Pain Points

Tyrrell

Liz Baird

12:30 – 1.00 Recap / Refine Scenario 1

1:00 - 1:30 Recap / Refine Scenario 2

Gustavo

Gustavo

1:30 – 3:00 Defining User Scenario 3 3:30 - 4:00 NEW DISCOVERY

Chi Gustavo & Chi

4:00 – 5:00 NEW DISCOVERY Brainstorming / Wrap Up


Wednesday Day 3


8:30 – 9:00 Review Use Case Definitions (Three)9:00 – 10:30 Use Case III Based on New Discovery Request

Liz BairdGustavo Chi

10:30 - 11:00 Project Schedule, Logistics Liz Baird

11:00 - 11:30 Wrap Up/ Open Items, Questions All


Project Goals

Clickable prototype that establishes a baseline and direction for next iteration of Support & Downloads as an effective and efficient web portal that provides technical support resources

A single view into IBM Support for all users e.g. different audience type, entitlement, contract, internal…

Single user experience across IBM with the ability to customize and personalize the experience

Smooth Linkage to and from other content as appropriate (Marketing, Developerworks, Partnerworld, legacy IT applications)

User context is set by preferences, actions, inventory… System responds to the user’s context with dynamic content and functionality

Aggregator of core support services to resolve the user’s identified task


Project Objectives

Provide a unified support experience for all users Improves the ability for the user to self-assist Provide a dynamic experience, personalized for the user

based on inventory, contracts, past usage of the site and user’s own customization

Foster collaboration and feedback to guide development Increase service levels and open new revenue

opportunities


Expectations for Prototype

1. Not a technical prototype2. Help the user select and manage their context for anonymous and

registered users3. Demonstrate how a user in their context would accomplish one of the

following tasksA. Troubleshooting

i. Single product (anonymous user)ii. Multiple products (Authenticated user)

B. Manage Contest - (Entitled user)4. Keep within the IBM.com user experience and standards (when applicable)

and extend as need5. Bring silos into a unified UI and to provide the capability for each to expand

at their respective pace6. Provide a smooth transition between current state and desired future state


User Pain Points Categorized by Team

Self service Customer needs to help himself to solve his own problems effectively and electronically Ability to manage multiple problems concurrently Download

Personalization You should know me Too many places to go register Too many registrations to find one solution

Community Hard to connect to the right person who knows exactly what I needNavigation Navigation does not lead to the right place so we start to search, which stinks

Visibility Business partners need to know their customers Customers don’t know what the other users in their own company are doing No visibility across customers

Proactive Communication Information geared towards break/fix does not address proactive knowledge Don’t know what I don’t know Tell me what I need to know before I ask

Search I type in what I am looking for and I don’t see any useful results


User Pain Points (cont’d)

Too many places Go to different places on the site for different products Go to different places for one solution

Consistent Experience Silo’d experience Inconsistent support across IBM products Integrate Hardware, Software, etc. Info and tools are spread across different areas and different websites I tell one part of the site something and I have to tell it again to another part of the site

Availability User site is not available

Information Can’t find what I need to accomplish something, to solve a problem, understand something, to plan I have to find what I’m looking for in too many places Too much information available (x2) Too much information that is irrelevant (x2)

Single-sign onContent Quality

Missing content


Business Pain Points Categorized by Team

Web Strategy· The web site is seen as a sales channel when it is really a crucial part of the customer’s relationship with IBM

Infrastructure· Availability of services we depend on (web ID for instance)

Entitlements· Entitlement databases scattered in GEOS· Entitlement is challenging, disparate and makes an overall user experience difficult to provide· No single entitlement source· Too many ICNs per client

· Entitlement info spread across multiple places – difficult to map together so have complete picture for a user / company

Data Consistency• No single product/solution taxonomy• Our support content is poorly written, poorly tagged and hard to repurpose to other situations• No standard and universally used product taxonomy• Differences in data sources for similar information• Inconsistent tagging of technical documents by product, task, topic• No standard and universally used customer definitions and relationship of customer subgroups ( Different contracts with different groups)

Premium Service· Do not differentiate premium customers enough over the web – they need more value for the $ they pay


Business Pain Points (cont’d)

Experience Applications are developed based on the org channel/budgets, not based on the best user experience Quality of Experience of tools were dependant on (Search, XSR,…)

Silos There are two many stakeholders for any project Different brands have different expectations for common site Projects and development resources funded by brand so difficult to do thiugs across IBM Support center are separated with separate tools and don’t talk to each other Real estates need to be fairly shared across IBM orgs. We provide support by product but customers buy solutions Hard to move legacy apps to new converge model

Governance It takes to long to roll out a new feature. We are always behind the rest of the web. Product / toll development process to long discourages experimentation and innovation Process that slow down what we can accomplish Mission creep blurry direction who owns what? Governance of we site and supporting tools is lacking Governance model >Funding > priorities > goals > measurements


Use Case Description / Prototype Scope

Use Case I (Use case 1: Troubleshooting a Problem)– New User– Trouble Shoot a single product (AIX 5.3)– A typical problem (need to define)

Use Case II (Use case 1: Troubleshooting a Problem)– Authenticated User– Preloaded and managed context– Multiple products (name products) System p 570 with AIX 5.3 with

Websphere Portal 5.1.0.2– Trouble shoot problem caused by multiple products

Use Case III (Use case 2.1: Setting the Context Profile)– Entitled User– Organized inventory– Task: regrouping inventory– Task: add products to inventory


Prototype Flows

1

Site Map | Page 1 of 2IBM CONFIDENTIAL Version Date: September 19, 2007

ibm.com/support

Home* ProductTroubleshootingTroubleshootSelect task Set context Select topic

Try a new solution

Anonymous

Home*(Personalized)

Auth

Troubleshoot multiple products

Solution

Home*(Entitled)Entitled

Manage Inventory1. Create Group “Chicago”

2. Create Group “WebSphere”3. Select “Websphere” as Default Context

Manage My StuffManage My Stuff

Scenario 1 /Use Case 1.0

Scenario 2 /Use Case 1.0

Scenario 3 /Use Case 2.1(revised)


Prototype Users

Authenticated User

Entitled User

Increased Functionality

Anonymous User

6


Prototype/Use Case Notes (Content and Scenarios)

Scenario I, II, and II– Please refer to ContentMatrix.xls for content requirements

Scenario I & 2– Use Case 1.0 Troubleshooting

Scenario 3– Revised version of Use Case 2.1 Setting the Content Profile


Appendix

Innovation Center Documents

1- IBM Support Portal Prototype Workshop

September 17 – 19 20072- IBM Client Self-Assist Vision Prototype

6/ 20/ 20073- High Level Feature & Site Map Client Self Assist Vision Prototype

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