September 2005

The Design Evolution of a Customer Service Request Form

Dino AnastasiaSeptember 26, 2005

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Presentation Overview

• Background

• Methodology

o Design Process

• Lessons Learned

• Summary

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 employeesFully authorized warranty repair facility for Macintosh and DellAlso perform non-warranty repairs for the these and other brands

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Management Pressures

Information neededFinancial – are we losing money?

Activity – how busy are we?

Quality – what do our customers think?

Record managementCSR is the only official repair record

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Threats

Replication of workdata entered into CSR

data re-entered into accounting system

re-entered again into financial system

Inability to summarizedata extracted from CSRs manually

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Crafting A Solution

Change the tool

Technology will save us!

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Crafting A Solution: Methodology

User-centered design

Specify requirementsStructural & functional designVisual designProduction

prototype, test, & assess

Deployment

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Contextual Inquiry – How?

Two approachesPersonal observations

Group observations

Two perspectivesInternal

External

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Personal Observations

Total immersion in Service CenterObservation

Watch technicians workAsk questions

ParticipationStaff front deskInteract with customersFill out CSRs

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

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Personal Observations - Results

Bottleneck at front deskNotes made on paper were lostUnrecovered costs

Troubleshooting, virus remediation, software problems

Equipment waiting for pickupBilling not timely

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Group Observations

Goal: Provide an organizational analysisMinimal 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

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

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 computerHand written notes on CSR

Parts ordered and copies attached to CSR

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Understanding Workflow 2

Repair completedCustomer contactedRepair & parts costs transferred to CSRCSR closed out & printedNotes and parts receipts disposed

Customer picks up computerCustomer pays & CSR updatedCopy given to customerCopy placed in COMPLETED tray

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Understanding Workflow 3

Office staff empty COMPLETED trayMonthly

Credit cards billed & checks depositedtransactions added to accounting system

Shortcodes billedtransactions entered into text file for upload

transactions added to accounting system

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Understanding Workflow 4

Multiple audiences and usesCustomer – receipt

Repair staff – record of repair

Financial staff – billing trigger

Management – record of activity

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Observation Results Summarized

Process

Tool

Process and tool are intertwined

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

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

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

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

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Finalizing The Design

Define content needed (structural design)Add policy information to CSRReorganize 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 layoutsFit into CAEN’s existing web space

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

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Designing The Database

Determine tables and fields needed to support the form

CustomerEquipmentRepairStaff

Used Excel to chart out the tables

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Defining The Functions

Determined code blocks necessaryPage content

Actions

Database access

Began coding

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Web CSR Prototype – Repair Log

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Web CSR Prototype – Repair Log

Required fields caught

Improper data entry caught

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Web CSR Prototype – Report Page

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Web CSR Evaluated

Proof of concept successfulTo be usable for Service Center

Integrate with CAEN infrastructure of JSP and OracleMinimally as functional as Omniform

Technicians delighted at prospect of broader access and shop notesNext steps to restructure database

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Redesigning The DatabaseUnderstand current CAEN tables usedDetermine entities and relationships11 tables connect to the repair or repair_activity tableRevise code for existing pages to accommodate new tables

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Web CSR Evaluated Again

Proof of concept successfulAdditional work needed for second page of form, including financialsPort from PHP to JSP & MYSQL to OracleFurther development put on hold due to other prioritiesFeedback from staff

In the interim make current CSR more usable

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Analyzing Data Collected In CSR

Inconsistencies and commonalities in dataFields needing data left blankSome fields never usedGenerated activity statistics

better understanding of what needed to be tracked and what information was of interesttime consuming and cumbersomenormalize data

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Redesigning The Omniform CSR

Web prototypes provided useful informationFocus on simplifying the generation of activity reports

Consistent data entryEnsure required data entered

Enhance flow of form

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

A Side By Side Comparison

Version 1 Version 2

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

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

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 buttonsSales tax

Autofill dates

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

CSR Version 2 Feature

Field checkingRequired fields

Specify data types

Error messages alert of problem

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

CSR Version 2 Feature

Multiple form viewsOn-line version

Printed version

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Deploying CSR Version 2

Technicians tested new form

Documentation writtenDefined 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.”

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

CSR Version 2 Evaluation

Shop notes, while highly demanded, not really usedConceived to facilitate technician communicationOnly 5.5% of forms contain a shop noteMore frequent usage early onUnforeseen use – notes for billing issues

Reasons for low useFewer student techniciansRepairs happening quickerNotes don’t print out so they go unread or aren’t checked

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

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Lessons Learned

Design firstContextual inquiry works

Understand needs and requirementsSpend time with and involve users

Mockups, storyboarding, & flow diagrams can provide focus for codingReprioritized projects can provide a learning experience

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Summary

• Background on CAEN & the CSR

• General approach taken

o Iterative design process used to transform the CSR

• Experiences taken away from the design process

September 2005

Overview-----Background-----Methodology-----------Design Process-----------Lessons Learned-----Summary-----Q&A

Questions?

Thank You!