1. Portfolio of Work Products - Edwin Madigan Examples of my knowledge and application of design, usability best practices, usability research, leadership, critical thinking, and project management skills.1edmadigan@sbcglobal.net Edwin Madigan

2. ContentsMessaging........................................ 3 - 5 Plan Optimizer.................................. 6 - 9 eLearning Center.............................10 - 12 Network Coverage...........................13 - 15 sView...............................................16 - 18 Business.........................................19 - 222edmadigan@sbcglobal.netEdwin Madigan 3. MessagingAn application designed to support consumerand business customers while adopting a newglobal design framework. 3edmadigan@sbcglobal.net Edwin Madigan 4. Messaging What Was the Problem? Legacy Design Sprint was working to create a fully integrated online experience for customers three years after the merger with Nextel. The online experience for most products was split between legacy Nextel and Sprint versions. The messaging project was the first to integrate two products into a single, cohesive design based on the new Sprint 2.0 framework.My Challenge Lead the design effort on a product that was co-owned by consumer and business product owners and operated on two platforms. Integrate the functional and business needs for both business and consumers. Create a unified design to support to support casual as well as heavy users. Help set the vision for future product interaction models within the new Sprint 2.0design framework.How I Succeeded Review the legacy messaging systems for business and consumer customers across two platforms. Created low-level hand drawn sketches to achieve agreement among team members prior to engaging in detailed design. Conduct weekly requirements and design review sessions. Collaborate with the Sprint 2.0 design team to ensure design integrity with ongoing design efforts of the global site. 4edmadigan@sbcglobal.net Edwin Madigan 5. Messaging Strengths of New Design Find a Store | Business | En EspaolCart Go My Contacts list for quick search and addition of contacts. 001b Find a Store | Business | En EspaolCart001bMy SprintShop CommunitySupport ChatSue Smith (805) 684-7000My Sprint Paginated delivery of lengthy messages. ShopCommunity Support ChatSue Smith (805) 684-7000Find a Store | Business | En EspaolCart001b Message scheduling for timed and My Sprint messages.repeatingMy Sprint Shop CommunitySupportChat Sue Smith (805) 684-7000My Sprint Message reply options to support business customers. My Account My Phone & Media My PreferencesAccount: Home (088456791) Summary view inbox with expandable threaded messages. MyMy AccountSprint My Phone & MediaMy PreferencesAccount: Home (088456791) 085085 Lingo translator to allow for shorter messages. 004aOpenConnect with... 004aMy AccountConnect with...My Phone & Media My PreferencesAccount:Home (088456791) Ope Quick text to allow fast entry of common messages.085 013a Message export function for business and consumer archiving. 004a 4 013aOpen Connect with...4Phone Call Log Contacts SMS Email VoicemailCustomizeMusicPhotosAppsMy Vault Games Sprint TVFamily Locator Add ServicePhone 013aCall Log ContactsSMSEmail Voicemail Customize Music PhotosAppsMy Vault GamesSprint TVFamily Locator Add Service 4Messaging New DesignMessagingPhone Call LogContactsSMSEmailVoicemail Help CustomizeMusic PhotosAppsMy Vault GamesSprint TV Family Locator Add ServiceH009 My Contacts Close -tO: Close - Iwant to:Messaging Find a Store | Business | En Espaol CartGo 009Bryan O'Connor (M) , Crystal Gale (E) , My ContactstO: 001b AlphabeticalBryan O'Connor (M) , Crystal Gale (E) ,I want to: My SprintShop CommunitySupport Chat Sue Smith (805) 684-7000 Alphabetical View/Change Settings HeAllison Harvey View/Change Settings 02/20Allison Harvey Block Messages tO: A-E009My ContactsClose -02/20Amy DavisI wantMessages Block to:A-EMy Sprint LINGO 'quick AlphabeticalView Usage:)is ON text'Amy Davis LINGO'quickView Usage:) Upgrade Messages is ONtext' View/Change Settings F-JAsha Lall Allison HarveyLingo xSubjeCt: 01/20 Upgrade Messages F A J E K F PJ QK VP WQ Z V W - Z My Account My Phone & MediaMy Preferences Account:Home (088456791)Asha LallGet Free Mobile AlertsBlock Messages -- 085 SubjeCt: Lingo is ONAndrew LudenAmy Davis Turn Lingo OFF LINGO 'quickGet Free Mobile Alerts View Usage K-P Manage Mobile Alerts :)004aMeSSAge: is ON text'OpenAndrew Luden Connect with...I hope to CUL8R today after I get some more work done because if I don't get this done now, I willMeSSAge: Manage Mobile AlertsBetsy Morris Upgrade Messages --Asha Lallhave to work later tonight at home. There is also a game on tonight so I don't want to miss that SubjeCt:seI hope tofor ! sure.Betsy MorrisQ-V W-Z 013a Get Free Mobile Alerts 4Brian Molchek Andrew Luden CSeeBrian MolchekMeSSAge:Manage Mobile Alerts -- CU See you PhoneCall LogContactsSMS EmailVoicemail CustomizeMusic PhotosApps My Vault GamesSprint TVBryan OConnorFamily Locator Add ServiceBetsy Morris CUL8R See you later ! BryanMessages longer than 160 characters are split and sent separately to some devices.OConnor162/640Messaging --009/640Camelia Fox Brian Molchek SCHeDuLe MeSSAge Close - Camelia Fox Help You can send this message once at a specfic time or setup a recuring SCHeDuLe MeSSAge Choose when and how often to to send. Open + My ContactsClose -tO:009Crystal Galeschedule by completing the following options.Bryan OConnor Bryan O'Connor (M) , Crystal Gale (E) , I want to: Crystal GaleRePLY OPtIONS Add reply options to your message. Open + 000/640 Alphabetical StARtSCHeDuLe MeSSAgeChoose when and how often to to send.Open +Send Allison Harvey David RothView/Change SettingsCamelia Fox 02/20DateTimeBlock MessagesDavid RothRePLY OPtIONSAdd reply options to your message.A-E Open + Amy Davis 11: 45 PMCentral TimeLINGO'quick View UsageCrystal Gale:)is ONtext' My Groups Close -My Messages Scheduled SendUpgrade MessagesF-J Asha LallMy GroupsClose - SubjeCt:My List 1Get Free Mobile Alerts HOW OFteN tO SeND: David Roth Andrew Luden (10 members) Sort by date & timeXMy List 1K-PManage Mobile Alerts Print DeleteReply ForwardExport All MeSSAge: I hope to CUL8R today after I get some more work done because if I don't get this done now, I will (10 members) My MessagesScheduled Betsy MorrisWeekly have to work later tonight at home. There is also a game on tonight so I don't want to miss that My List 2 My GroupsClose - gary jetson (3)30 minutes ago for ! sure.Q-V W-Z(15 members)My List 2 abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat pist Brian Molchek Sort by date & timeX Create new My members)(15 List 1PrintDeleteReply ForwardExport All eND:Mr. Spacely (7)Subj: Your work ethic 35 minutes ago Bryan OConnor Create(10 members) new!Messages longer than 160 characters are split and sent separately to some devices.162/640 Group Connect Close - Uguerrud tio od ming estrud mod duipsustrud eros autetuerosto etum et, si bla feu facillut ago gary jetson (3)30 minutes Camelia Fox On DateGroup Connect My List 2 Close -abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat dignal SCHeDuLe MeSSAge Choose when and how often to to send.Open + jane jetsonSubj: Lunch today 2 hours 15 minutes agoGroup 1Close -(15 members)(10 members)cilla orperit luptat digna coreet wis adio dolore work ethic quisism olestrud e 35 minutes agoMr. Spacely Subj: Your commy nisim Crystal Gale RePLY OPtIONSAdd reply options to your message.Open + DateTimeCreate newGroup 1Close - (10 members) abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat dignaSendGroup 211: 45 PMCentral Timecoreet wis jupiter (8) commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... janet adio dolore 2 hours 16 minutes ago David Roth Group ConnectClose -Uguer acipsustrud luptat dignaestrud mod adio dolore commy nisim quisism olestrud blanulput scilit incilla orperit tio od ming coreet wis duipsustrud eros autetuerosto etum et, si et feu facillut(15 members)Group 2(15 members)Group 1Close - george jetson bobSubj: Your work ethic4 hours 6 minutes ago 36 minutes agoMy Groups Close - My MessagesScheduled Create newabcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat dignaCreate(10 members) neworeet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... My List 1Sort by date & time XTeam DC Close -coreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... Print DeleteReply ForwardExport All (10 members) RePLY OPtIONS Add reply options to your message.Team DCOpen + Group 2 Close - Sally Sorocket Mr. SpacelySubj: Your work ethic 5 hours 26 minutes ago 37 minutes ago My List 2gary jetson (3) 30 minutes agoTeam DC 1Close -(15 members)abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat pistabcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna (15 members) (10 members)Team DC 1Close -Create newSendcoreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... Create new Mr. Spacely (7)Subj: Your work ethic35 minutes ago (10 members)billacipsustrud tioUguer6 hours 3 minutes agoGroup Connect Close - Uguerrud tio od ming estrud mod duipsustrud eros autetuerosto etum et, si bla feu facillut Team DC 2 Team DCClose -oreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist...jane jetsonSubj: Lunch today 2 hours 15 minutes ago (15 members)Team DC 2george jetsonSubj: Your work ethic38 minutes ago Group 1Close -cilla orperit luptat digna coreet wis adio dolore commy nisim quisism olestrud e (15 members)abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna Susan 7 hours 2 minutes ago Create newMy MessagesScheduled Team DC 1Close -coreet wis adio dolore commyzzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna (10 members)abcdegt oIrit pratinit prat nim nisim quiautatum diamVenissendiam opist... janet jupiter (8)2 hours 16 minutes agoCreate(10 members) new Group 2 scilit incilla orperit luptat digna coreet wis adio dolore commy nisim quisism olestrud et nulput Mr. SpacelySubj: Your work ethic 40 minutes ago (15 members)Sort by date & timeX Team DC 2 Messages oIrit pratinit pratyour zzrit, for X days. Afterexer atiscil iquiscilit incilla be deleted from theabcdegt will remain in nim box volorem zzriliquip X days, messages will orperit luptat dignabob4 hours 6 minutes ago Print Delete ReplyForwardExport All Create neworeet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... (15 members)system and are not recoverable. Use the Export function toautatum diamVenissendiam opist...coreet wis adio dolore commy nisim quisism olestrud et nulput save messages to your PC.Team DC Close -gary jetson (3) 30 minutes ago Uguer acipsustrud tio od ming estrudfacillutSally Sorocket 5 hours 26 minutes ago Create new abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna abcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat pistgeorge jetsonSubj: Your work ethic 43 minutes ago Team DC 1Close - (10 members)bill 6 hours 3 minutes agoabcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip.Mr. Spacely (7) Subj: Your work ethic35 minutes ago oreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist... Team DC 2Uguerrud tio od ming estrud mod duipsustrud eros autetuerosto etum et, si bla feu facillut (15 members) Susan7 hours 2 minutes agoMessages will remain in your box for X days. After X days, messages will be deleted from the Create newabcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat dignajane jetsonSubj: Lunch today2 hours 15 minutes ago system and are not recoverable. Use the Export function to save messages to your PC. 5cilla orperit luptat digna coreet wis adio dolore commy nisim quisism olestrud ejanet jupiter (8) 2 hours 16 minutes agoscilit incilla orperit luptat digna coreet wis adio dolore commy nisim quisism olestrud et nulputbob 4 hours 6 minutes agoedmadigan@sbcglobal.netEdwin Madiganoreet wis adio dolore commy nisim quisism olestrud et nulput autatum diamVenissendiam opist...Sally Sorocket5 hours 26 minutes agoabcdegt oIrit pratinit prat nim zzrit, volorem zzriliquip exer atiscil iquiscilit incilla orperit luptat digna 6. Sprint Plan OptimizerAn application designed to reduce churn and increase trust.6edmadigan@sbcglobal.net Edwin Madigan 7. Sprint Plan Optimizer What Was the Problem? Concept Design Customers with frequent overage costs were more likely to be disatisfied with their plan, lack trust in Sprint, and were more likely to churn.Mobile phone ownership was reaching saturation and customers were becoming aware of their choice in a wireless provider, particularly with the introduction of the Wireless Number Portability Act in 2003.My Challenge Lead the design effort on a team comprised of online marketing, legal, brand, writers, graphics artists, project managers, and developers to create a usable and trustworthy experience: Understand customer needs. Understand data available within Sprints billing system. Design an easy to use experience that customers will trust.How I Succeeded Work with project managers to develop a plan that included milestones for billing and usage analysis, user needs assessment, concept design, usability testing, and design iterations. Worked with research team to define user needs assessment and gain initialreactions to the concept. Worked with research team to define usability testing protocol. Conducted redesign efforts based on both concept and usability testing. Monitored development and internal testing to ensure that design integritywas maintained throughout the process.7edmadigan@sbcglobal.net Edwin Madigan 8. Sprint Plan Optimizer - Phase I Usability Testing ResultsProduction Design Design meets usability expectations. Production Results Initial launch in July 2008 was well received but data integrity problems forced a shutdown in October 2008. Data and code fixes were implemented and the product was re-launched in February 2009 was again well received:Traffic Total visits (Feb. 16 - Mar. 4, 2009) = 332,309 Recommended Plans page = 46,859 (14%) Good Fit page (plan change not recommended) = 122,550 (37%) Average daily visits = 23,736Conversion Total conversions = 3645 plan changes Average daily conversions = 214 plan changes 8% of users who received a plan recommendation changed their plan.Patent application filed in 2007.8edmadigan@sbcglobal.net Edwin Madigan 9. Sprint Plan Optimizer - Phase II Experience Flow Proposed Design Welcome to the Sprint Plan OptimizerSigned in as Tom Jones | Sign out:)Got questions? Click to chat? Learn about Plan OptimizerGive us your feedbackYour Current Plan You can save up to $54.00/mo.! For the most accurate recommdendation, we used the past 6 months after your last Sprint Fair & Flexible 200plan change. Primary line:We want you to save money and recommend the plans below based on your over-Tom Jones: 512-588-7581age charges and the way you used your phone for the past 6 months. You can view/change the months use for our recommendation.Recommendations:Contract End Date12/23/07 Talk 450 Talk/Message/Connect200 anytime minutes$ 29.99See this Plan25 bonus minutes includedUnlimited minutes Starts at 9 PM 450 Anytime Minutes Data PCS Vision included$69$54 Direct Connect and Group Connect $ 15.00 Messages: Text, pictures, and videoOther Total Equipment Replacement$ 7.00PlanMonthlyChargesSavings Talk: Domestic long distance, no roaming charges Plan Charges $ 51.99 Simply Everything 450Extra Charges: !For the most accurate recommdendation, we See this Planused the average usage and overage chargesfor the past 6 months, after your last plan450 Anytime Minuteschange. View/Change $75$50 Data: Web surng, email, GPS Navigation, Sprint Music Premier, Sprint TV Premier Talk anytime overage - 110 minutes $ 44.00 PlanMonthly Direct Connect and Group ConnectDatadata cost - 428 Kb$ 4.20ChargesSavings Messages, Text, pictures, and videoSimply Everything 900See this PlanExtra Charges $ 48.20900 Anytime MinutesAverage Total Monthly Bill $ 100.19 $85$45 Data: Web surng, email, GPS Navigation, Sprint Music Premier, Sprint TV Premier PlanMonthly Direct Connect and Group ConnectChargesSavings Messages, Text, pictures, and videoClose Welcome to the Sprint Plan Optimizer Signed in as Tom JonesYour Historical Usage| Sign out :) EnhancementsGot questions? Click to chatIn order to provide plan recommendations that accurately reect your day-to-day activity,? Learn about Plan Optimizerdeselect months below that are not characteristic of your normal plan usage.Give us your feedback Nextel Streamline the path to conversion by focusing on recommendations and expectedCost TalkDirect ConnectMessaging Data Cost All Anytime Incoming Nights &Mobile LongRoamingDirect MessagesWeb & DataMinutes Minutes Weekends WeekendsMinutesDistanceConnect savings. 200150125100 75 50Plan Cost 25 Recommended Plans:$ 0 DecJanFeb Mar Apr MayJun JulAug Sep OctNov 2007200820082008 2008 20082008200820082008 20082008 Cost: Average Anytime Minutes $ XX.XX $ XX.XX $ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XX Presented immediately upon activating optimizer.Text Messages $ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XX Show months + Data Charges $ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XXExtra Charges $ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XX Plan & Add-on Charges $ XX.XX $ XX.XX $ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XX Hide months - TOTAL $ XX.XX $ XX.XX $ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX $ XX.XX$ XX.XX$ XX.XX $ XX.XX $ XX.XX$ XX.XX Up to 3 plans presented for optimization. ViewView View View ViewView ViewView ViewViewViewViewBillBill Bill Bill BillBill BillBill BillBillBillBillMonths Used for Analysis Clear expectations about what will change, including gains & losses.Back to Recommendations Disclaimer content goes here. Alisisl exeraestrud molortin vel iriusci blam, quamcon velessim endre faci ea augait lorperos dolut ad tem dio consequisl utetuer iustruddolorper autat. Rostisit accumsandio commodolut lum eugait velendr eraessiscip exercip sustio consequipit euipsum eugiam velessequi te modignisl iusciduip ex enibh Reduced cognitive load by only displaying 1 detailed plan at a time.All Plan Members Charts:TomBillyCharlieDougie Changed visibility of all charts to a secondary, optional task.All Usage Recommended Plans Signed in as Tom Jones | Sign out:)Got questions? Click to chatTalk Time Back to Overview ?Learn about Plan Optimizer Messaging Improved ability to select relevant date range. Give us your feedbackDataDirectory Asst. Your Current PlanThis plan saves you $57.16/ mo. 450 Talk/Message/Connect Improved granularity of shared plan usage. Sprint Fair & Flexible 200Simply Everything 450 Chirp, text, share, send and talk your heart out with Get 250 more minutes with unlim-Primary line:unlimited messages and Direct Connect.ited messaging and internet!Tom Jones: 512-588-7581More about whats included Lorem ipsum dolor sit amet3 Additional Numbers on Plan Consectetuer adipiscing elit Whats New: Nulla sed mauris in elitContract End DateContract End Date Same Contract End Date Talk450 anytime minutes$ 99.99250 more minutes$75 Plan Charges200 anytime minutes $ 39.9925 bonus minutes (1 line) $ 10.0025 bonus minutes xNo bonus minutes $ $50Monthly SavingsAdd a Phone (3 lines) $ 19.98Add a Phone (3 lines)included Now included in plan Expected Launch:Unlimited minutes Starts at 9 PM Unlimited minutes Starts at 7 PM See this Plan(All lines) included (All lines)included Starts 2 hours earlierDataPCS Vision (2 lines)$ 20.00PCS Vision (2 lines) included Now included in planMessaging You do not own a messaging add-onUnlimited text messages 2Q 2009 (All lines)included New included featureSimply Everything 900 OtherTotal Equipment ReplacementTotal Equipment Replacement Text, surf, email, listen, watch, nd,(2 lines) $ 14.00(2 lines)$ 14.00and talk on one simple plan!Plan Charges$ 103.97Plan Charges$ 113.99For an extra $10 a month, you Lorem ipsum dolor sit amet get more features and save on Consectetuer adipiscing elit overages. Nulla sed mauris in elitExtra Charges:Average Usage & Cost for the past 12Extra Charges:months: View/Change$85 Plan ChargesTalkAnytime overage - 110 minutes$ 44.00 More minutes$ 0.00$ $45Monthly SavingsLong distance cost - 15 minutes$ 6.23Long Distance included$ 0.00DataData cost - 428 Kb $ 4.20Unlimited Data$ 0.00 No extra chargesSee this PlanMessaging Messages cost - 42 messages$ 12.75 Unlimited Text Messaging$ 0.00You will save:Compare Plans$$ 57.16/ month Extra Charges$ 67.18Extra Charges $ 0.00$ 685.92/ year Average Total Monthly Bill $ 171.15 Average Total Monthly Bill$ 113.99Change to this Plan No hidden charges, fees, or penalties.9edmadigan@sbcglobal.net Edwin Madigan 10. eLearning CenterAn application designed to reduce calls to care by providingaccurate, useful, and engaging self-help. 10edmadigan@sbcglobal.netEdwin Madigan 11. eLearning Center What Was the Problem?Concept Designs Sprint consumers were calling customer care (1.8M/month) with phone related issues. Current Sprint online support was outdated and difficult to navigate.My Challenge Lead the design effort on a team comprised of online marketing, legal, brand, product managers, writers, developers, and external vendors to create an easy to use support product: Understand customer needs. Understand material available within Sprints current online support. Manage the design and development with 2 external vendors as well as Sprint internal IT.How I Succeeded Review available customer care reporting to understand why customers were calling for device help. Set the design vision by creating and reviewing various concept designs with the team. Work directly with each vendor as well as internal IT to ensure that design integrity was maintained.11edmadigan@sbcglobal.net Edwin Madigan 12. eLearning Center Traffic Results (Sep. 2008 - Dec. 2008) Total visits to landing page= 673, 884 Tutorial visits = 155,048 (23%; avg. = 4 min./tutorial visit) User Rating visits = 97,140 (14%) Video visits = 72,322 (11%) 360 View visits = 54,950 (8%) Support content visits = 18,423 (3%) Navigate away = 276,001 (41%)What We Learned Customers were receptive to self-service device tutorials to solve their problems. User community ratings were also helpful in educating consumers about phones and features. Videos and 360 View information were not useful tools in supporting customers with device setup or troubleshooting but were more useful during the online shop process.Production Designs12edmadigan@sbcglobal.netEdwin Madigan 13. Network CoverageAn application designed to help consumers understandwhere and what kind of Sprint coverage is available. 13edmadigan@sbcglobal.net Edwin Madigan 14. Network Coverage What Was the Problem?Legacy Design A recent usability test revealed that the current Network Coverage Tool design was below usability expectations: Usability Test MetricsUsability Score The Brooks System Usability Scale (SUS) is a standardized scale consisting of ten statements. Respondents indicate their level of agreement with each statement using a seven point Likert scale. All products that Sprint tests are scored using this standardized norm-referenced scale.The SUS scale provides an overall index of how easy the product is to use. UXEP has normed and standardized the SUS for the telecommunications industry.Below ExpectationsMeetsExpectationsMeet ExpectationsProduct products40% of scores among the Product products the40% of scores inbottom 40% of products. upper 40% of products. Significantly Below Expectations Exceed ExpectationsProduct 10% ofamongBottom scores products-1.0 Product scores among Top 10% of productsthe bottom 10% of products.the top 10% of products. -4.0 -3.5-3.0 -2.5 -2.0 -1.5-1.3 -1.0 -0.5 0.00.5 1.0 1.3 1.5 2.0 2.5 3.0 3.5 4.010th 50th 90thPercentile Map controls and behavior were confusing. The many colors used to depict coverage were confusing. Terminology was inconsistently used and overly complex.My Challenge Lead the design effort on highly visible product that was co-owned by several team members comprised of online marketing, legal, brand, finance, product managers, writers, graphic artists, and developers. Win over individual team members and influence group behavior to focus on the goal of presenting accurate coverage, rather than design. Design a new coverage tool that messages 3 coverage types across 2 different communication networks.How I Succeeded Present analysis findings to the global team and explain rationale behind design decisions. Review concept designs with team members to show a progression and educate the team on the design process as a whole. Review history of the current Coverage Tool design. Review best in class online mapping applicatons and competitve networkcoverge maps. Apply basic Human Factors principles related to color coding and perception. 14edmadigan@sbcglobal.netEdwin Madigan 15. Network Coverage Strengths of New Design Usability Test Results. Coverage does not overlap:New design meets usability expectations. Controls are placed outside the map to avoid confusion with map elements. Usability Test MetricsColors are clearly delineated by type of coverage and network.Usability Score The Brooks System Usability Scale (SUS) is a standardized scale consisting of ten statements. Color shade equates to better coverage. Respondents indicate their level of agreement with each statement using a seven point Likert scale. All products that Sprint tests are scored using this standardized norm-referenced scale. Coverage at current location is highlighted on color legend.The SUS scale provides an overall index of how easy the product is to use. UXEP has normed and standardized the SUS for the telecommunications industry. Added No Coverage color to legend. All colors are visible by color blind users as shades of Gray.Below Expectations Below ExpectationsMeetsExpectations Meet Expectations Added Recent Searches functionality for easy comparison of different Product products 40% of scores among the Product products the 40% of scores in bottom 40% of products. upper 40% of products. Significantly Below ExpectationsSignificantly Below ExpectationsExceed ExpectationsExceed Expectationslocations (e.g., home, work, school, etc.). Product 10% ofamongBottom scores productsthe bottom 10% of products.+0.4Product scores amongTop 10% of productsthe top 10% of products.-4.0 -4.0 -3.5-3.5-3.0-3.0 -2.5 -2.5 -2.0-2.0 -1.5-1.3 -1.0 -1.5-1.3 -1.0 -0.5 -0.5 0.00.0 0.50.51.0 1.3 1.5 1.0 1.3 1.5 2.0 2.0 2.5 2.5 3.0 3.0 3.5 3.5 4.0 4.0 10th 10th 50th50th 90th Percentile 90th Percentile New Design 15edmadigan@sbcglobal.netEdwin Madigan 16. sViewA project to enhance an internal application that allows careagents to assess and track customer calls.16edmadigan@sbcglobal.net Edwin Madigan 17. sView What Was the Problem? Legacy Design Sprint Customer Care was in the midst of combining 2 call tracking systems into a single system that could handle calls from either Sprint or Nextel customers. Long handle times low customer satisfaction. The proposed new system (sView) was not designed specifically for front-lineagents or with their needs in mind.My Challenge Lead the design effort on highly visible product that was co-owned by several team members comprised of tier 1, tier 2, technical support, and retention care teams. Understand the legacy care systems for Sprint and Nextel. Understand the new vision for sView (SprintView). Engage with teams that have never relied on design or usability researchprofessionals.How I Succeeded Perform heuristic evalutaions of legacy systems. Attend focus group discussions with care supervisors and front line employees. Assist with contextual inquiry and direct observation of front line operations. Shadow care agents and listen to calls at 6 care sites. Redesign sView over 3 major releases spanning 18 months.Research Findings Lack of standardized controls or consistent layout. New policy dictated lengthy, manual step-by-step call identification coding. System lag times added to average handle times and increase frustration. Agents expected a one-stop call solution system but had to rely on several legacy systems to gain information or make account changes. sView did not allow for simultaneous handling of multiple call issues. Critical billing, payment, and adjustment information was not available in sView. 17edmadigan@sbcglobal.netEdwin Madigan 18. sView Strengths of New Design Standardized icons and controls to access and manipulate data. Alerts portlet with summary of most recent alerts and link to details. Most recent notes summary with expanded view capability. Work tabs now arranged to support call flow. Integrated PC Phone design. 360 degree view that includes: sView Optimization R9Current plan and phone with link to change plan or| Service DesignUser Experience Design phoneVersion 021208 | Feb 12, 2008Last paid amount 360 View - amount due with link to payment systemCurrentSolutions Current usage Role = User Last 3 bill and usage cycles Requirements3 Financial SummaryNew Design ASL oris non-ASL and non- Worry-Free Wireless, do not3.12 If subscription display CAP fields. < PTN> Amdocs sView Customer Interaction Manager - VERSION 3.1 - BUILD 320 - CLU2APP - Micorsoft Internet Explorer provided by Sprint sView V 3.1 Build 3231 FileCreateSearchSearch Action Windows Workflow Workflow Action HelpWindows Help < PTN> Log Out Home Contact: Sam Peligrino SearchPTN:Search PrivateBAN: 9087654329Reason: Billing and Payments Advance Search+Expand Header Current Interaction CSMType:Please specify Direction: Inbound FDT Touch Point: Please specifyNTK Topic [1] +Select Topic: Please specify TLSSelect Sub-topic:Contacts360 View Interactions WorkBAN Info Subscriber Auth OffersOffer HistUnit Activity FinancialDiscount Select topic firstMYPlan & Device InformationFinancial Summary Select Result: NTM - Create Case My Sprint User: Yes (last visit 10/23/2004) Program: High (11/14/2006) Last Bill Amount: $170.00 Recent Invoice Select sub-topic first PlanDeviceTotal Due: $100.00 Make a PaymentNotes: Sprint Fair & Flexible 800 Device: Sanyo 8900Account Balance:$125.00 Estimated Total MRC* $69.00 Active Date: 11/14/2007Discount: Yes Details: < PTN> Contract Expiration: October 24, 2009 Upgrade: YesDetails Future Dated Plan: YesDetails More... More... *Taxes, fees, discounts, or credits not included.Usage Line:123-456-7890 Unbilled Billed Current As Of: January 25, 2007, 9:45 PM, CT Invoice Period: December 27, 2007 - January 26, 2008 Call DetailsInvoice Period: November 27, 2007 - December 26, 2008Call Details Shared PlanIncluded Usage Remaining Additional AdditionalShared PlanIncluded Usage Remaining Additional Additional Used Charges Used ChargesAnytime: 800963 063>> $ 5.00Anytime: 800 1063 0 163 >>$ 10.00 Night & Weekend: Unlimited 450 Unlimited 00 Night & Weekend: Unlimited 450 Unlimited 0 0Mobile to Mobile: Unlimited 217 Unlimited 00Mobile to Mobile: Unlimited 664 Unlimited 0 0Create: Case | Action Item Link Object |Individual Usage Included Usage Remaining Additional AdditionalIndividual Usage Included Usage Remaining Additional Additional Used ChargesUsedCharges+- Tools & Assistance: Anytime: (Shared)789 (Shared)-- Anytime: (Shared)889 (Shared)-- -- NTM - Create Case Night & Weekend: (Shared)342 (Shared)-- Night & Weekend: (Shared)342 (Shared)-- -- CSM - Last Bill Image Text Messages:3003150 15$2.75 Text Messages:300323023 $4.22NTM - Create CaseCSM - Last Bill ImageCSM -> BAN Financial SummaryInternet Note. Display Scroll bar if Usage information spans below the bottom of the page.1999-2007 Sprint-Nextel Corp. | Proprietary & Confidential 7 18edmadigan@sbcglobal.net Edwin Madigan 19. Sprint Business Website A project to streamline design and consolidate over 3000 pages of web content.19edmadigan@sbcglobal.netEdwin Madigan 20. Sprint Business Website The Problem Legacy Designs Sprint Business customers were categorized and segmented in numerous ways: by vertical, by horizontal and even by geographic location. Sprint contained 16 business units, each with the purpose of supporting their particular business need. As a result, over 3000 web pages were developed and maintainted to support Sprint business customers. These 16 web properties were expensive to maintain, contained duplicated and outdated information, and lacked a cohesive design strategy.My Challenge Mentor and support a junior design colleague through the redesign process. Understand the needs of these business customers. Design a consolidated website to meet those needs.How I Succeeded Assisted with the content inventory of the web properties, gathered and reviewed all the research on business customers and their needs. Developed and conducted a modified card sort methodology with more than 300 business website users across 4 segments and 9 verticals in 7 cities to generate and validate a new information architecture for the website. Design page templates to address the content needs of the new consolidated site.20edmadigan@sbcglobal.net Edwin Madigan 21. Cardsorting for Information Architecture Development Research GoalsParticipants To identify and validate an optimal arrangement for information 7 types of external customers across 9 verticals within a telecom website intended for business customers. Large business decision makers and influencers To determine an acceptable order for category presentation. Medium business decision makers and influencers Small business decision makers Methodology Wholesalers A phased approach was leveraged to progressively gain detail and Analysts optimize the information architecture through iterationsPhase 1 - High Level Cardsorting of 16 groups (7 users per group) toStatistical Analysis identify the main site sections. Cluster analysis (IBM) using a nearest neighbordistance calculation. Phase 2 - Detailed Level Cardsorting of 16 groups (7 users per group) Percent accuracy calculated based on the number to identify the subgroups within the main site sections.of times a product was correctly placed indicating Phase 3 - (Hierarchy Validation 1) 30 individuals sorted the sitea customers accuracy in finding what they are information based on the hierarchies developed in Phase 1 & 2. looking for on first attempt Phase 4 - (Hierarchy Validation 2) 30 individuals sorted the site information based on the hierarchies developed in Phase 3. Placement Methodology presented at HCI International accuracy was measured during phase 4.conference, 2005, Las Vegas, NV. Procedure for Phases 1 and 2 Procedure for Phases 3 and 4 Step 1Step 2 Step 3 Step 1 Step 2RandomizedSort cards Label Randomized stack ofPlace cards into the categorystack of cardsinto groupseach groupcards & category labelswhere user feels it belongs Voice over Voice overPay bill Products & MyProducts &MyProducts & MyIP IPOnlineServicesAccountServices AccountServicesAccount Check Voice over Pay billVoice overPay billFrameIPOnline wireless IP OnlineRelayVoice overusage IP Check Change CheckFrame FramewirelessATM billingwirelessRelay Relay usage addressusageChange Change ATMbilling ATMbilling address address 21edmadigan@sbcglobal.net Edwin Madigan 22. Revised Sprint Business Website Results A consistent presentation of Sprint Business products and services based on user defined needs and arranged in a user defined information architecture.Quarterly satisfaction metrics were measured showing an increase of over 100% in customer satisfaction moving from 32% (old design) to 68% (new design)- the highest in the telecommunications industry at the time. 22edmadigan@sbcglobal.net Edwin Madigan