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  • Paul Sizemore 5:25 pm on December 25, 2011 Permalink | Reply
    Tags: , , User Experience, ,   

    Improving Call Center Efficiency 

    Many times in start up the opportunity cost is too great to do prototype design. At Kinnser, a health care start up, that was the case. The product was coming out of early stage startup, and starting to be scaled up. The bugs in the system were really starting to stress the company. One of the customer service enhancements I designed and implemented was the live debug information for the call center. The debug box was limited to display for the company IP block, and those working remote. As the call center requested access to new information, developers could quickly insert scripts to output the data. One of the most frequented cutomer confusion points was the roles, many features in the application were dependent on the user role. 

    2011-12-25_1211

     

  • Paul Sizemore 5:17 pm on December 25, 2011 Permalink | Reply
    Tags: , , User Experience, ,   

    It’s Easy as Pie, or 1,2,3, Your Pick 

    Many times the details and nuances are what makes a product. With Kinnser’s Physician Access we debated for days if ‘Done’ was a step; in other words, should it be 1,2,’Done’ OR 1,2,3,’Done.’ The later won out. Either way, the registration process was well design, thought out, and tested. 
    Download full size (100 KB)

     

  • Paul Sizemore 4:32 pm on December 25, 2011 Permalink | Reply
    Tags: , , User Experience,   

    Launching Executables from an Intranet Page 

    One of the more rich user experiences on the Finish Line Intranet was the ability to launch the legacy exe executables from a web page. Finish Line standardized on a version of IE that had a security flaw, and we built a shell Active X control that would allow us to pass a path to an executable. This allowed the Intranet to launch local executable files. 

    Below are instructions that were prepared to communicate how to launch the first exe Intranet menu item to the Finance Department. 

    Accessing the Time and Attendance Links

    You will be able to access the Time and Attendance Links by:

    1. Access the Intranet (http://tflweb)
    2. Click on the Finance folder.
    3. Click on the Applications folder.
    Screen_shot_2011-12-25_at_11

    The Employee Inquiry link is the same as empmod.exe from the handouts.  This is the function that allows hourly employees to view only and salaried employees the ability to add, delete or change their vacation and personal/sick time.

    The Time Clock link is the same as the pcte.exe from the handouts.  This is for hourly employees only to clock in and out.  The Time Clock shortcut at the top of the front page also takes you directly to the clock in junction. 

    The Manager Inquiry is for supervisor use only.

    Click on the appropriate link to get to the password page.

     

  • Paul Sizemore 4:16 pm on December 25, 2011 Permalink | Reply
    Tags: , , , User Experience,   

    Customer Retention Program: A starting place 

    Flash was in it’s infancy, and here we, at Finish Line, were applying it to customer rewards and retention. This as an early iteration of a user experience built for Rewards Members.

 

  • Paul Sizemore 2:24 am on December 25, 2011 Permalink | Reply
    Tags: , , , , User Experience, , Walgreens, Walk With Walgreens Pedometer   

    The UX of Walk with Walgreens Pedometer 

    The consumer experience of the Walk with Walgreens Pedometer is detailed in this report that was prepared, and supplied to Humana Executives.

    Report supplied to: Humana Executives

    Goal of report: To give a overview understanding of the Walk with Walgreen’s program in order to make better decisions about the Humana Gear Activity Monitoring program.

    Walk with Walgreens
    Customer Experience Overview
    Prepared by: Paul Sizemore
    June 2011

     

     

     

    In the summer of 2011 Walgreens initiated a campaign to engage consumers in walking while rewarding them for those steps using store discounts. This document is a sampling of some of the consumer experience points.

    A Walgreens branded pedometer was made available for consumers at the stores. When I went to get a pedometer, I went to three stores. The first only offered me the option to purchase one, the second directed me to the Pharmacy, where they were out, the third had two pedometers in the Pharmacy. Distribution was done through the pharmacy.

     
    A manufacture of the pedometer was identified, seen above. Cost of pedometer is sub $3.50 per piece in limited quantity. 

     

    Online registration for the program is easy.

     

    The registration process allows the user to associate many different social media outlets.

     

    Alerts are given to the user as they complete and log activities. The alerts are done in a Web 2.0 format.

     

    The Profile page allows users to have one place to go to see the major events associated with her account.

     

     

    As the user completes activities, she ‘unlocks’ discounts.

     

    An overview of the awarded rewards are available.

     

    The program has a strong social component, and uses both Facebook and other social media tools.

     

    The user can share activities by creating user generated content.

     

    The site uses embedded video to create a rich experience while leveraging user generated content.
    The program does not allow a validated activity, but relies on manual entry of step data.

     

    Weekly emails are sent out in plain text. They are often short, and are an underutilized marketing channel.

     

    The user can create routes with Google Maps, and even attach photos to the route.


     

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