Culture Eats UX Strategy for Breakfast
The article summarizes 8 key programs that UX leaders employ in order to build and sustain strong UX cultures within their companies. These programs can be viewed as a “UX culture palette”. Each program in the palette is composed of activities which UX leaders can use to engage with the various stakeholders, teams, and business functions at their companies. The palette is a tool for thinking more broadly and systematically about practicing UX at scale within a business organization.
Culture Eats UX Strategy for Breakfast
The article summarizes 8 key programs that UX leaders employ in order to build and sustain strong UX cultures within their companies. These programs can be viewed as a “UX culture palette”. Each program in the palette is composed of activities which UX leaders can use to engage with the various stakeholders, teams, and business functions at their companies. The palette is a tool for thinking more broadly and systematically about practicing UX at scale within a business organization.
Siebel Applications
Our research showed us that there were 3 different types of users in field service call centers. The agent, the technical agent, and the manager. The agent handles the most basic cases, works from a queue, and tends to use guided scripts and pre-canned questions and answers to help customers. They are typically driven to a customer's record from the queue identification questions, and then they play "20 questions" with the customers.
Research + Concepts
A technical agent has much more domain knowledge than the basic agent, and have worked in the call center for longer periods of time. Cases that can't be solved by the agent get escalated to the technical agent who may work on issues over a period of time. Their dashboard provides them with a list of important cases they are tracking and provides an overview of where each case is coming from.
The agent supervisor manages the call center agent. It is important for them to be able to track the overall stats of agent response times and customer satisfaction. They need to identify which agents are meeting quota in terms of response times by type of case they are working on.
Product
A call center dashboard for an on-premise agent solution shows the service requests and activities the agent is tracking.
A call center dashboard for a hosted agent solution presents information in a more compact and visual format.
Solutions for Windows Mobile in the clamshell and handheld form factors.
