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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: 11:15 am - 12:15 pm

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