ENGAGE
Design Sprint Day 1 (Research): The kick-off commenced in a typical war room with key business stakeholders, subject matter experts and the core UX team. We began by defining the problem: Multiple channels for transactions and customer support. We were able to define problems and list new opportunites based on what we knew from research, surveys and metrics from IT Customer Support. After capturing stakeholder's needs, we drafted the Self Service vision as follows: "Provide a guided and effortless self service channel for users to access resources and solve their support needs as an enabler to daily productivity and to allow them to focus on core responsibilities".
TRELLO BOARDS & BASECAMP
Journey maps, mental models, stories and more were captured on cards. I was able to tighten-up these stories for our daily agile scrum sessions. I was also able to take my napkin designs, with annotations on post it notes (in a myriad of colors), and feed it to our BA, who joined the team well after our Sprints. Read more below.
Mind Map
I use mind maps when brainstorming with stakeholders to capture vision elements. This is a simple map but the feedback proved to be invaluable when it came time to integrate all the guided experiences into a single self service channel.
Solutions
Single self service channel
Findable, useful info.
Guided experience
Governed content
Features
Password Reset
Mobility
My Mobile Devices
Change a Device
Lock/Unlock
Mail Features.
Outlook
Alerts
Notifications
Badge Printing
WebEx Meetings
Connection.
Access work files
Acronis Access
Connect a device
Choose WebEx
or WebCast
Inspiration
Books/magazines
Google Play
Gamification
XBox Games
Engage
Stakeholders
SMEs
Product Owner
UX Strategist
Usability Research
Core Team.
Project Manager
Business Analyist
UX Architect
Lead Dev
Front-end Dev
User Stories.
Trello Board
Basecamp
Team Site
Agile Sprints
WebEx
SURVEY
Metrics & Results from Customer Support
JOURNEY MAPS
Design Sprint Day 2 (Diverge): Key vision elements were captured.
CONVERGE
Design Sprint Day 3 (Converge): Closing items & Personas
INTERACTION MODELS
Design Sprint Day 4 (Prototype):
Early prototype for Self Service is here
PROTOTYPE
Interaction models and prototyping.
SITEMAP
I created a Sitemap with annotations. This fed into user stories for business requirements.
MOBILE WEB
Mobile views for Sync news/content integration.
PROTOTYPE &TESTING
Design Sprint Day 4: Mockups, prototyping and testing
Early prototype for Self Service is here
Interaction Models - User Stories
PDF Download for Self Service is here