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Date: Tuesday, November 12
Time: 11:15am - 12:15pm
Pass Type: Conference & Expo Package, Executive Connections
Track: Driving Strategic Decision-Making
Format: Case Study
Vault Recording: TBD
Audience Level: Intermediate
Self-service has been one of the major trends of the past 10 years or more. Users want to be able to support themselves, answer their own questions, and organizations want to provide them with user-friendly options and capabilities. But it’s often not so easy. In this session, Sarah Sanchez and Brendan Monahan will share a case study on the creation of an intuitive self-service experience, focusing on using human-centered design elements, developing personas to customize the experience, selecting, implementing, and quantifying the value of intelligent automation, and integrating knowledge to increase user engagement and quality.