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Common Process Flow October 2009 by Jeff Faller

Common Process Flow October 2009 by Jeff Faller.

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Common Process Flow October 2009 by Jeff Faller

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  1. Common Process FlowOctober 2009byJeff Faller Proprietary and Confidential Information of Verio.

  2. This document will outline a brief visual walk-through of the Sign-In and Order Process Flows of the Verio.com, Autobahn, and Nimbus Backroom interfaces. The attempt is to show the disparity between the UI experiences while working through similar task-based references. Red markers indicate areas of concern, confusion, and highlight calls-to-action that will help guide, step by step, through the process flow. Proprietary and Confidential Information of Verio.

  3. Process Flow: Verio.com Log In The Purchase Process Flow: The initial portion of this document will present an overview of the processes that were used to illustrate the differences in experience for the Log In procedure. Verio.com is the most pertinent example. Verio.com Login Landing Zone MyVerio Power Portal Log In Sign Up Log In Sign Up Log In Forgot Pwd EH Global Portal Create ID Create ID Log In Forgot Pwd Profile ? ? ? Failure to Sign In MyVerio Home Failure to Create Account Failure to Sign In Following are the captures illustrating the preceding process flow. Proprietary and Confidential Information of Verio. - 3 -

  4. Verio.com Log In Captures Proprietary and Confidential Information of Verio. - 4 -

  5. Verio.com Log In Captures Proprietary and Confidential Information of Verio.

  6. myVerio Log In Captures Proprietary and Confidential Information of Verio.

  7. myVerio Log In Captures Proprietary and Confidential Information of Verio.

  8. myVerio Log In Captures Proprietary and Confidential Information of Verio.

  9. myVerio Log In Captures Proprietary and Confidential Information of Verio.

  10. myVerio Log In Captures Proprietary and Confidential Information of Verio.

  11. myVerio Log In Captures Proprietary and Confidential Information of Verio.

  12. Landing Zone Log In Captures Proprietary and Confidential Information of Verio.

  13. Landing Zone Log In Captures Proprietary and Confidential Information of Verio.

  14. Power Portal Log In Captures Proprietary and Confidential Information of Verio.

  15. Power Portal Log In Captures Proprietary and Confidential Information of Verio.

  16. EH Global Log In Captures Proprietary and Confidential Information of Verio.

  17. EH Global Log In Captures Proprietary and Confidential Information of Verio.

  18. Verio Support Log In Captures Proprietary and Confidential Information of Verio.

  19. Verio Support Log In Captures Proprietary and Confidential Information of Verio.

  20. Log In Observations Verio’s Log In Observations: • There are 3 log in opportunities listed on the Login page. (Not 1, but 3.) And a 4th is available from deeper within the process. (EH Global) • Once logged into myVerio, there’s no indicator on any subsequent page. • If an item is purchased, you’re forced to log in again. • If you come out of the cart process, if you log in yet again, the items in your cart are lost. (remember, there’s no indicator anywhere that you’re “logged in” in the first place. • 2 of the 3 Log In processes take a user out of the Verio.com instance completely. The 4th does the same, but from a sub-page. • Each of the control panel interfaces utilize completely different log in credentials in order to access them. This includes Verio.com, myVerio, Power Portal, Landing Zone, EH Global, Nimbus Backroom, and Autobahn. (Only these interfaces were included in this study. Of course the other UI’s, Signature, CPX, etc. have different credentials yet again.) Proprietary and Confidential Information of Verio.

  21. Process Flow: Purchase The Purchase Process Flow: This next section will examine a common process flow as it exists between Verio.com, Autobahn and the Nimbus Backroom. Registering / purchasing a new domain name was selected as the common experience due to its ubiquity across all three interfaces. Autobahn Verio.com Backroom Log In Log In Domain Registration Manager Account Management Select Name Register New Domain Choose Options Select Name Choose Options Choose Options Log In Provide Info Purchase Add Credit Card Purchase Purchase Following are the captures illustrating the preceding process flow. Proprietary and Confidential Information of Verio.

  22. Verio.com Purchase Captures Proprietary and Confidential Information of Verio.

  23. Verio.com Purchase Captures Proprietary and Confidential Information of Verio.

  24. Verio.com Purchase Captures Proprietary and Confidential Information of Verio.

  25. Verio.com Purchase Captures Proprietary and Confidential Information of Verio.

  26. Verio.com Purchase Captures Proprietary and Confidential Information of Verio.

  27. Verio.com Purchase Captures Proprietary and Confidential Information of Verio.

  28. Verio.com Purchase Captures Proprietary and Confidential Information of Verio.

  29. Autobahn Purchase Captures Proprietary and Confidential Information of Verio.

  30. Autobahn Purchase Captures Proprietary and Confidential Information of Verio.

  31. Autobahn Purchase Captures Proprietary and Confidential Information of Verio.

  32. Autobahn Purchase Captures Proprietary and Confidential Information of Verio.

  33. Autobahn Purchase Captures Proprietary and Confidential Information of Verio.

  34. Autobahn Purchase Captures Proprietary and Confidential Information of Verio.

  35. Autobahn Purchase Captures Proprietary and Confidential Information of Verio.

  36. Backroom Purchase Captures Proprietary and Confidential Information of Verio.

  37. Backroom Purchase Captures Proprietary and Confidential Information of Verio.

  38. Backroom Purchase Captures Proprietary and Confidential Information of Verio.

  39. Backroom Purchase Captures Proprietary and Confidential Information of Verio.

  40. Backroom Purchase Captures Proprietary and Confidential Information of Verio.

  41. Backroom Purchase Captures Proprietary and Confidential Information of Verio.

  42. Backroom Purchase Captures Proprietary and Confidential Information of Verio.

  43. Backroom NamebuddyPurchase Captures Proprietary and Confidential Information of Verio.

  44. Backroom NamebuddyPurchase Captures Proprietary and Confidential Information of Verio.

  45. Backroom NamebuddyPurchase Captures Proprietary and Confidential Information of Verio.

  46. Purchase Observations Purchase Observations: • In the instance of Verio.com, if you were logged in to myVerio you still had to choose a customer option (page 24). If you clicked on Login in the main navigation though you were taken out of the cart and had to click back. • The catalog experiences between Backroom and Verio.com are extremely different. • You weren’t shown an item cost In Backroom until the second to last step. • The prices between Backroom and Verio.com / Autobahn were different for the same product. • Configuring options were different experiences and the options themselves were different as well. • You could add to a pre-existing name server in Backroom, and you couldn’t in Verio.com or Autobahn. • There was a form field for a sales person in the Autobahn experience. • In Autobahn, the whole process was located in a completely different part of the interface. • The Backroom has no mechanism during the check out to change any payment options. Overall the purchase experiences between each interface was completely different. There are so many differences in fact, that they are more dissimilar than they’re similar. Again, the onus is placed upon the customer when they choose to utilize a different tool to make a purchase, and this of course makes the experience more difficult as a whole. Proprietary and Confidential Information of Verio.

  47. Process Overview Process Overview: The following chart illustrates the overall process of purchasing a product, and its requisite results in terms of what a customer would both receive and interact with during the entire life cycle. (from customer inception through provisioning) • Illustrates the process of creating a myVerio ID, purchasing, provisioning and the IDs that the process creates. IF a customer goes back through the process by signing into Verio with the myVerio ID, another Backroom ID is created. This can go on ad nauseum. • Illustrates that there are other UIs and IDs that must be kept track of as well. IF a customer purchases a different product requiring a different management console, yet again a different ID is required. (e.g. Access to Signature CP and access to CPX requires two different IDs.) Verio.com 2 1 Support ID Create and Log Into myVerio Purchase Product Provisioned Power Portal ID EH Global ID myVerio ID Created Backroom ID Created Landing Zone ID CP ID Created CP ID Proprietary and Confidential Information of Verio.

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