1. WEBINAR
The UX Journey
MAY 24, 2017

2. About Goodwin 2000 users, 1000 attorneys, 10 offices
6 core practice areas
Very Collaborative Firm; Service Excellence Drive
400 + unique applications

3. About Perkins 2400 Users, 1000 attorneys, 19 offices
5 Main Practice Areas and 60 Practice Groups
Firm rooted in technology
Nearly 700 non-standard applications

4. Presentation Format Prisnel – Goodwin – Further along the UX roadmap
Jeremy – Perkins Coie – At the starting line of the UX roadmap
Introduce ourselves, what we do, and how we intend to approach this.

5. What is UX?
User experience is the process of enhancing user satisfaction with a product or service by improving the usability, accessibility, and pleasure provided in the interaction with the product or service [Wikipedia]
Read the definition.
UX has historically been applied to work done by programmers on user interfaces. This has historically been a techy thing.
The Technical Support industry slowly started to co-opt this. This is what we do too!

6. UX Buckets Focused Programs Break/Fix & Daily Programs
Planned Project Management

7. Goodwin – Focused Programs
CSAT
1:1 Consulting [Training Team]
IT Newsletter
Customer Satisfaction Management
Prisnel will discuss CSAT program via ticketing system that uses Net Promoter Methodology
Net Promoter question “Based on this specific interaction, how would you rate the quality of the service you received?”
Report against it.
IT Newsletter has end user tips, status on projects, new product and service announcements from IT, and information security related tips and announcements amongst much, much more.
Prisnel triggered CSM internally (he can go into that a bit in the webinar) and sit down with focus groups (partners, paralegals, attorneys) and ask what’s working well and what they want to see changes in – helps facilitate projects for the next cycle
Visits are made by people in the user experience team

8. Perkins– Focused Programs
“T3” Postings
Walk arounds with the CIO
<PLANNED> - Customer Satisfaction Management

9. Goodwin & Perkins – Break/Fix/Daily Support
Break/Fix & Daily Programs
Incident Management
Problem Management and Root Cause Analysis
Incident Goodwin
@ Goodwin, we perform Incident Management with an ITIL Service Management approach like many organizations. Everyone on this call does it so I’m not going to bore you all with details on how to do this. I will just point out that this is an obvious interface with users around their experience and there is opportunity within every interaction.
If you want to go technical:
Within our Incident Management processes where our focus and priority is restoring end users productivity and ability to work. While our focus is to implement root cause resolution, we are often looking to institute workarounds in the short term for unknown issues.
@ Goodwin, we have the philosophy of getting resolution closes to the end user as possible. This means that we greatly enable our Tier 1 and Tier 2 teams to resolve as much as possible at the front lines while obviously mitigating any risk in allowing for those permissions.
Problem Goodwin
Our Problem Management process is where we double back and review Problems (ITIL) and work towards root cause resolution where relevant.
The reason this is important is that end users daily productivity is core and key to their overall experience and how they perceive the efficacy of the IT Dept. Getting this right is key. You cannot even begin to have discussions on the other ways to improve things if you’re not purely mindful of doing this right.
Incident Management is easy. It’s an instant must and we all do it. Problem Management is hard. I’ve found that many organizations struggle with this from a resource and focus area perspective. Mindful of this, we make attempts to make this a primary focus. This needs a champion (or dedicated process owner). It basically will not survive, in my humble opinion, otherwise.

10. Goodwin – Planned PM Planned Project Management
Project Meeting UX Team representation
Speak to the value of having UX Team members present in planning meetings up front.
Speak on behalf of what will work for users vs. what is planned, designed, and engineered by vendors and engineers that may not have the perspectives of the end users in mind.
Speak to the image on the slide. The support team knows the beaten path the users take, so let’s leverage that knowledge in the design and implementation of new products and services.

11. Perkins – Planned PM Planned Project Management
“It’s just nice to be nominated”
Service Operations Manager (Function)

12. Perkins – What’s Next
Folding of into dedicated/centralized support.
Service Level agreement discussion and implementation
CTI reorganization

13. Goodwin – What’s Next Total review and re-evaluation.
Continue doing what works; jettison what doesn’t
Resist against stagnation
IT makes sense to step back and challenge yourself on whether the way you’re doing this is the most optimal way, whether you can do things differently and better.
Resist against stagnation – we want to resist against the perspective that we’re ok now and where we need to be. This can create a situation where you take your foot off the gas and that can be a slippery slope. I’ll always challenge my teams to push more, harder, creatively, and continuously to identify new and better ways that we can work to improve the end user experience overall.

14. The moral of the story…
UX Focus being a side job doesn’t work; requires champions.
Requires investment of time, potentially money, and resources (see previous comment).
Requires top down and bottom up buy-in.
Tactical to strategic transition

15. Have questions? ) ) Jeremy Newman JeremyNewman@perkinscoie.com
Prisnel Dominique