27 Aug 02 - M. McDevittWorkflow Presentation1 Ordering and Bill Inquiry Workflow Michelle McDevitt New England Region Intern Summer 2002 I extend my gratitude for this opportunity to work with Verizon and my coworkers, Michelle Vincow, David Fay, Liz Fuller, Xi Zhang (graphics), Vittorio Bucchieri, the UCD Dept, Joy Ramsbotham, the CIP Program, the iWeb Team and New England Interns.

27 Aug 02 - M. McDevittWorkflow Presentation2 Complete user interface evaluation and design project on Orders Workflow in ESG Central (Operations Portal) including: researching business goals and existing functionality, developing written usability guidelines, and recommending design changes including screen mockups. Develop and apply technical skills to evaluate designs using heuristic evaluations, inspection methods and cognitive walkthroughs as appropriate. Redesign screens based on evaluations, customer feedback, user guidelines and applicable research. Enhance written and oral communication skills for advocating usability issues.

27 Aug 02 - M. McDevittWorkflow Presentation3 Enterprise Solutions Group (ESG) Workflow is just 1 part of ESG Central and the focus of my project – ESG Central for Verizon Customer Service Reps (CSRs) – Enterprise Direct for Customers

27 Aug 02 - M. McDevittWorkflow Presentation4 to CSR or Workgroup Tasks are completed Tasks are issued Customer places order System routes order Notification sent to Customer & CSR

27 Aug 02 - M. McDevittWorkflow Presentation5 Study ordering & billing inquiries functionality Create project schedule Develop flowchart of existing screens Prepare interview questions Observe CSRs Mockup new screens based on findings

27 Aug 02 - M. McDevittWorkflow Presentation6 No current requirements documents Limited functional specs So what can I do with Workflow?

27 Aug 02 - M. McDevittWorkflow Presentation7 Fax Orders Portal Orders Phone Orders B.O.ID Installation from the Field to the Field Review Order

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27 Aug 02 - M. McDevittWorkflow Presentation16  Came from Close Inquiry screen,  Pressing cancel returns User to My Worklist

27 Aug 02 - M. McDevittWorkflow Presentation17 Press Search then you get this screen

27 Aug 02 - M. McDevittWorkflow Presentation18 Location of Task Name Meaning of Status is unclear due to position and label

27 Aug 02 - M. McDevittWorkflow Presentation19 Developed 25 questions - Organized into 4 Groups WorkgroupsTab Organization TasksTask Details

27 Aug 02 - M. McDevittWorkflow Presentation20 1.Open-ended 2.Non-leading 3.Eliminate jargon (Nielsen, 2002)

27 Aug 02 - M. McDevittWorkflow Presentation21 Based on 5 interviews Observations of 4 people during testing

27 Aug 02 - M. McDevittWorkflow Presentation22 Important to Managers and Team Leaders, not CSRs Not used to organize CSRs work CSRs belong to 1-25 groups Team Leaders belong to groups

27 Aug 02 - M. McDevittWorkflow Presentation23 Team Leaders & Managers –View worklist by CSRs –Sort by CSRs in a workgroup New, Reassigned & Pending task statuses in My Worklist No Consensus –All tab –Execute button label –Screen layout based on user privileges

27 Aug 02 - M. McDevittWorkflow Presentation24 Team Leaders redistribute tasks by Workgroup or CSR No Consensus –CSRs need to know how tasks were routed to them –Default sort order Orders by Order Type and Bill Inquiries by 1 st in 1 st out Due dates Both requested a secondary sort by customer

27 Aug 02 - M. McDevittWorkflow Presentation25 Accepting tasks from details screen Viewing Remarks or Descriptions Printing Viewing ID in Add Notes dialog Returning to originating tab after viewing Task Details No Consensus –Notifying Team Leaders when CSRs take unassigned tasks –Putting tasks on hold

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27 Aug 02 - M. McDevittWorkflow Presentation27 CSRs want to know how many tasks they need to do Sorting the tasks by customer is good addition Workgroup info is for Team Leaders

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27 Aug 02 - M. McDevittWorkflow Presentation29 Used Staff Advocates for Interviews – CSRs unavailable - Union issues and UAT testing. People interviewed had some familiarity with system being developed No SOP for Customer Service Centers

27 Aug 02 - M. McDevittWorkflow Presentation30 Incorporate feedback into mockups Document unresolved questions for future investigation

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