Service Management World is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Session 206: Creating an Intuitive User Support Experience

Sarah Sanchez (Vice President, SAIC)

Brendan Monahan (Solutions Development Director, SAIC)

Location: ChampionsGate

Date: Tuesday, November 12

Time: 11:15am - 12:15pm

Pass Type: Conference & Expo Package

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.

Presentation File

Session206.pdf