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Summer Internship Project Guide: Prof. Anirudha Joshi Interaction Design, IDC, IIT Bombay Nikhil Joshi 3 rd Sem , New

Redesign and Visual support for Vodafone IVRS(Customer care ). Summer Internship Project Guide: Prof. Anirudha Joshi Interaction Design, IDC, IIT Bombay Nikhil Joshi 3 rd Sem , New Media Design, NID. Project Focus. Study current IVRS of different mobile service providers.

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Summer Internship Project Guide: Prof. Anirudha Joshi Interaction Design, IDC, IIT Bombay Nikhil Joshi 3 rd Sem , New

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  1. Redesign and Visual support for Vodafone IVRS(Customer care) Summer Internship Project Guide: Prof. Anirudha Joshi Interaction Design, IDC, IIT Bombay Nikhil Joshi 3rdSem, New Media Design, NID

  2. Project Focus • Study current IVRS of different mobile service providers. • Look in to IVRS from usability point of view. • Identifying gaps.

  3. Project Goals • IVRS with multimodal feedback. • Designing better accessibility architecture. • Design a consistent information flow. • Prioritize the user/Customer. • Shortening the learning curve. • Reducing burden over customer care executives

  4. Contextual Enquiry(Users Interviewed) • Changes in focus based on Findings: • Identifying the reason for distrust on IVRS . • Finding out why IVRS is regarded as a secondary option.

  5. Affinity Diagrams

  6. Insights From Affinity • User do not trust IVRS • User just looks for info they wants. • Talking to CCE is not always preferred. • Contextual interpretation of keywords can be misleading. • Pressing keys is not a problem.

  7. Problems • Use of natural language system or oral input. • Limited amount of info available. • No emergency option. • Automated voice in chunks.

  8. Constraints & Opportunities • Sequential and redundant menus. • Broad vs Deep menus. • Our capacity to process information. • Designing a complete system.

  9. Design Ideas • Textual Search • Emergency option • Flash messages as feedback • Store user preference

  10. Design Ideas • Natural language or Oral input • Storing location • IVR call back

  11. Primary persona Pushkar Naidu Age:34 Birth Place: Bengaluru(Karnataka) Occupation: Frontend Developer Tiscon IT services(Pune) Education: BCA,MCA. Mobile: Nokia N72 Pushkar is core programmer and likes to work on frontend architecture for complex application. His interests lies in developing robust application as per the needs of his clients. At work Pushkar leads a team of developers and designers to provide solution to his clients. PHONE USAGE: Pushkar uses his mobile a lot to attend client calls or to talk to his family and friends. On daily basis Pushkar receives around 30 calls that sums up to 2 hours of phone usage daily . He uses different offers and services to make best out of his service provider . GPRS,SMS packs , Stock reports and daily news are some of the services he uses. He also uses offers to reduce his international and STD calling rates. FUTURE PLANS: Pushkar is very ambitious as a person and plans to start his own IT solutions company in next 3 years. He has already started saving money for that . He also planes to get married in an year and have a kid before he gets in to his new start-up. DAILY ROUTINE: The daily routine of pushkar starts with waking up at 9 in the morning and getting ready for the office. He reaches office by 10:30 which is close to his house. At office the day starts with team meeting on finding the current issues and resolving them. Rest of the day is full of client calls and talking to team members to keep track of the project and handling issues. There is no specific time to get back to home and it varies from 8PM to 3AM in the morning.

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