Project 5 IBM® Bluemix™

‘CF Help Me’Team 9Design Lead, Julia RicklesPresentation Lead, Tianjie LiResearch Lead, Urvashi Gupta

Intelligent Personalized Accurate Familiar

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Meet Jane

Software Developer at Game CastleNew User of CF-CLI

Jane’s Experience as a New User of the CF-CLI1.Jane opens CF-CLI for the first time

2.Jane tries a known command.

3.Jane’s command fails.

4.Jane searches on Google for a solution over Cloud Foundry Docs.

5.Jane types the correct help command & gets a list of everything.

PAIN POINTS of Jane’s Experience

! ! !

1.Jane opens CF-CLI for the first time

2.Jane tried a known command.

3.Jane’s command fails.

4.Jane searches on Google for a solution over Cloud Foundry Docs.

5.Jane types the correct help command & gets a list of everything.

PAIN POINTS OF JANES NUX OF THE CF-CLI

Problem

In Janes first experience with the CF-CLI, Jane doesn’t know the exact command lines even for pulling up the help list.

Supporting Insights

-“The biggest problems with the command line is that you don’t know how to proceed.” (G.Soni, Developer at Microsoft; Interviewee)

-“The question of ‘What’s next?’ comes often”(A.Wazalwar, CS student at IU; Interviewee)

-“Unless you know the commands, you are kind of lost.”(A.Wazalwar, CS student at IU; Interviewee)

Pain Point 1 Unknown Commands2.Jane tried a known command.

!

PAIN POINTS OF JANES NUX OF THE CF-CLI

Problem

When Jane needs help, she goes to Google. Finding what she wants is possible, but it takes time… often 2-5 minutes to locate a solution or 20+ minutes for a response on a forum.

Supporting Insights-“It is easier to search on Google than to look at the documentation and figure it out.”(G.Soni, Developer at Microsoft; Interviewee)

-“Having to Google things to search for answers to questions, examples frustrates me.”(Anonymous, CS student at IU; online survey respondent)

4.Jane searches on Google for a solution over Cloud Foundry Docs.

!

Pain Point 2 Searching for Answers

PAIN POINTS OF JANES NUX OF THE CF-CLI

Problem

After finding the appropriate command, Jane finds the help list to be too long. A problem across all CLIs.

Supporting Insights

“All interfaces have some help options but get-member function (in Powershell) is what i really like. ….you pass an object to it and it tells you exactly what can be done on it.”(G.Soni, Developer at Microsoft; Interviewee)

“More explicit next steps for solving errors are too few and far between”(Anonymous, CS student at IU; online survey respondent)

5.Jane types the correct help command & gets a list of everything.

!

Pain Point 3 Help is Not So Helpful

Let’s help Jane & all developers figure out “What’s next?”

CORE

Design CoreProvide contextually personalized help to each developer by utilizing IBM’s trusted resources.

‘CF Help Me’

CONCEPT

A new help command that’s just for you

This command will provide contextually personalized help to each developer by

utilizing IBM’s trusted resources.

INTRODUCING

CONCEPT How it Works

Everything

‘CF Help’ current scenario

When a user enters ‘cf help’ they are presented with a list of every possible command.

The list remains constant, regardless of which stage in the code the help-command is used at.

CONCEPT How it Works

‘CF Help Me’

When a user enters ‘cf help me’ they are presented with a list of personalized recommendations for you that only get better with time.

There are for you when you need a hand. Prioritized and accurate.

From your trusted old friend, IBM.

Commands you’ve used (your history) Commands relevant

to your current situation

This is based on previous commands you’ve used in this session and sourced from:

- other CF-CLI users with similar workflows

- popular answers on forums

Commands relevant to your job, ie. the type of developer you are.

Your top ‘Cf help me’ results

CONCEPT How it Works

‘CF Help Me Find’

Hit the nail on the head.

If your ‘cf help me’ query is not specific enough for you, we will help you filter the results to find exactly what you’re looking for. Just type: ‘cf help me find _____’

Your ‘Cf help me find____’ results

CONCEPT

Jane’s JourneyUsing ‘CF Help Me’

Step 1 - Jane logs in and sees a welcome messageWhen Jane logs into the new CF-CLI, she notices that there is a welcome message in a straightforward and friendly tone which makes her feel confident and curious. She also notices that it tells her to type ‘cf help me’ to get started.

Research Insights -

“If i have to give a personality to my CLi, I would like it to be intelligent and not very casual”

(A.Wazalwar, CS student at IU; Interviewee)

Step 2 - Jane uses cf help me and the entire help list is displayedJane tries ‘cf-help me’ and it lists all the available commands.

When the developers first use CF-CLI, it will offer all the help resources as a full list. But as time passes by and our system gets to know them, it will provide relevant help based on the context, user’s information and online forums.

Yeah! That’s what I wanted!This looks interesting… let me give it a try

Step 3 - Jane uses cf help me and the entire help list is displayedJane feels a little overwhelmed by the huge list, but she notices that there’s a hint that says she can narrow down the list by using “cf help me find...”.

The purpose of ‘ cf help me find’ is to offer a manual way for developers to refine their help list.

Yeah! That’s what I wanted!The list is too long! Oh, there’s a way to filter it ...

Step 4 - Jane filters the list using cf help me find...Jane gets excited about this command line as she had never seen this before. She types ‘cf help me find create new app’ and receives a much more concise list suited for her need.

Yeah! That’s what I wanted!Yeah! That’s what I wanted!

Step 5 - Jane becomes comfortable using cf help meJane really likes how ‘CF help me’ is there for her whenever she gets stuck. As she uses it more and more, she finds the help content becomes more specific and relevant.

Yeah! That’s what I wanted!

This is like asking a friend for exactly what i want!

To help developers to figure out what’s next.

“minute operations like clear screen, scroll back, forward etc are implemented differently on different platforms.. minute differences but are quite annoying to keep note of.”(Anonymous, CS student at IU; online survey respondent)

To offer help based on personal needs and context

To offer help only when asked for

“Suggestions are really helpful to have but too many suggestions will become annoying” (A.Wazalwar, CS student at IU; Interviewee)

To constrain developers & tell them what to do

“I don’t like auto-complete or auto-correct on my iphone. It annoys me when it corrects the word for me without giving asking me ” (A.Wazalwar, CS student at IU; Interviewee)

To change the look and feel of CLIs

“Developers like the look of CLI and they don’t like to change it. It has a nerdy look to it and we love it.” (A.Wazalwar, CS student at IU; Interviewee)

We want We don’t wantIN SUMMARY

IMPLEMENTATION

How to Make ‘cf help me’ a Reality

Strategies for: onboarding users, building a database of accurate results, and developing a tone to support retention

Onboarding usersThe first step to getting users to utilize this feature is to help them understand that it is available.

Our Recommendation Display a message about ‘CF Help Me’ as part of the greeting when a user logs on to the CF-CLI.

Additionally, our research informed us that many developers have different roles, one person may work specifically on mobile, another might be in a QA role or someone might be a system administrator. ‘CF Help Me’ can give better results if it understands who you are.

Our Recommendation IBM can collect the role of each user when they register for Bluemix. This should also allow for hybrid roles.

IMPLEMENTATION

Building a Database of Accurate ResultsIBM will need to build an algorithm so that ‘CF Help Me’ can generate the most personalized, situational and accurate recommendations for each user.

Our Recommendations Base the algorithm’s results on:

-Job role of the user-Their current situation (context; intent of the code; previous commands used in session)-Their entire history on CF-CLI-Results from forums, such as Stack Overflow-Other users who have entered a similar sequence of commands

The results should:- Display in order of popularity and importance

For this algorithm to work, it should always be learning and changing

IMPLEMENTATION

Developing a Tone to Support RetentionWhen we asked computer scientists how they would describe IBM, they said the following: “trusted, veteran, old guards of engineering, smart tools for smart people, not for lay people, “experts expect expertise”, functional, reliable.”

Our Recommendation The tone of the CF-CLI should be based on these adjectives. A friendly and familiar tone, from the experts at IBM. Use words like “us” and “we” to personify the company & add impact of mass (not “me” or “I”)

We are creating a help function. Users call for help when they’re feeling lost

Our Recommendation The tone should be straightforward in a user’s moment of need. Humor can be distracting, so let’s save the jokes for later.

Developers do like nerd culture and jokes, but the novelty wears off

Our Recommendation IBM’s message will be stronger, more trustworthy, and sustainable if it leverages the voice of IBM, not Yoda, for example.

IMPLEMENTATION

Thank youTeam 9Julia Rickles , Tianjie Li, Urvashi Gupta