1 / 9

Verio Customer Interface Discussion November 2009

Verio Customer Interface Discussion November 2009. Objectives. Goal: We need a long-term plan to offer a unified user experience across the entire customer lifecycle. Today . Tomorrow. ONE account with Verio ONE common look-and-feel ONE centralized starting point for all functionality.

feleti
Download Presentation

Verio Customer Interface Discussion November 2009

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Verio Customer Interface DiscussionNovember 2009 Proprietary and Confidential Information of Verio.

  2. Objectives Goal: We need a long-term plan to offer a unified user experience across the entire customer lifecycle. Today Tomorrow ONE account with Verio ONE common look-and-feel ONE centralized starting point for all functionality • Multiple accounts • Different UI for each interface • Multiple sites ; not clear where to go Portals / Backroom Product Control Panels UnifiedCustomerExperience Proprietary and Confidential Information of Verio.

  3. User Experience: Today • Where do I go to Pay an Invoice? • Where do I go to Purchase a Product? • Where do I go to Administer a Product? • Where do I go to find Support? • How do I reset a password? • Where do I find Statistics? • Which ID goes to which URL? • Which URL / CP for which Task? • Where, in each UI, do I accomplish this task?

  4. The Customer View – What a mess Verio.com Backroom(Includes DNR + SaaS) ORDER ViaVerio.com ID x N ID ID ORDER Purchase Unix Hosting (Autobahn) ID x N Whois.net ID Unix Hosting (Signature) ID x N Support ID CPX (VPS/MPS) ID x N Cloud Hosting(CPX? Cpanel?) Windows Hosting DNR Cloud Account Mgmt AB Account Mgmt ID x N ID x N ID x N ID x N Proprietary and Confidential Information of Verio.

  5. User Experience: Tomorrow • Single ID across all functionality • All tasks available from one location Interface ID • Consistent user experience • One consistent method per function

  6. Why “should” it be that way? • “Don’t make me think.”(1) – Hosting is technical to begin with, don’t make it more difficult. The more we expect our customers to remember, learn, and memorize, the harder we make it for them to accomplish their tasks. • It’s a tool – After the initial purchase, our customers interact with Verio mainly through the Control Panel UIs. They are our highest utilized interfaces, and as such, should offer as smooth an experience as possible. But do we, as a company, leverage that fact and attract new customers via our Control Panels? • “There's no such thing as a user reading a website manual or otherwise spending much time trying to figure out an interface.” (2) – More the reason to make sure that there’s a commonality in user experience across all of our interfaces. Learning a UIs architecture and layout once is asking enough of our customers. If they can’t figure it out they call support, and that costs us money, or worse yet, they leave. Steve Krug Jakob Nielsen

  7. Short-Term Goals Proprietary and Confidential Information of Verio.

  8. Long-Term Goals Proprietary and Confidential Information of Verio.

  9. How to get there • All of us need to pull together. (In the same direction preferably.) • Small steps first. (Accomplish short-term goals.) • Ask the user what they need. (All the time.) • Maintain the momentum. (Don’t publish and let it lie fallow.) • Get people involved. Usability works best when people talk about it.

More Related