Challenge Summary
Welcome to High Efficiency Diagnostic Coding Wireframe Challenge.
In this challenge, we are looking for wireframe (Axure) solutions based on requirements from our client. We’re also looking to the community to come up with interesting ideas for the workflow - we’re absolutely open to creative solutions!
At the end of this wireframe challenge, we are looking to have a complete solution for the user experience and flow of the application.
Round 1
Submit your design for a Checkpoint feedback:
1. Submit your solution for a checkpoint feedback
Notes.jpg: Any comments about your design for the Client
Round 2
Final Design plus any Checkpoint feedback:
1. Submit your final solution
Notes.jpg: Any comments about your design for the Client
Challenge Description:
The primary goal of this challenge is to design a highly efficient user interface for call center operators to classify cases. Our client needs to categorize incidents from customers by applying a standard, structured set of attributes (“tags” or “codes”) to cases raised by customers who call in for help. The client will use the codes later to identify what types of questions customers are asking most frequently and what specific products and components might be triggering calls more frequently than other products and components.
We are looking for the [topcoder] design Community to show us a variety of approaches to making coding simple, efficient, and engaging.
Wireframe Expectations:
- Produce HTML click through wireframes that can be used to demonstrate all mentioned functionalities as required in each round.
- The website must be very easy to use and intuitive. Keep that in mind when designing your solution.
- You MUST cover all use cases mentioned in challenge details below.
- Please show us your proposal as a movie or series of wireframes that communicate the user’s intended interaction with your proposed solution.
- Also Submit .mov, .avi, or PDFs for your submission files.
- You MUST use wireframes note pane in every single page you design to explain what items are addressed in that page from the documentation, what things you added/changed/removed, use it to make your idea clearer and help the client to give you constructive feedback.
Supporting Documents:
- Salesforce service cloud console screenshot (salesforce_console_for_sales.png)
Screen Sizes:
- Assume the coding solution must fit within the Salesforce service cloud console, either as an inline VisualForce component on a case, or as a dedicated side or bottom panel in the console that is always available in the layout. Agents typically work on dual-monitor setups, so you may choose to design for that setup
- So your solution should fit inside one of the blue boxes shown in the attached image (salesforce_console_for_sales.png)
Problem Background:
For an example of the use of codes, in the US, medical diagnoses are identified by a set of codes (ICD-9) and these diagnoses are tracked in patient charts and can be analyzed for public health trends. (See http://en.wikipedia.org/wiki/Medical_classification for an example.)
Imagine that our client monitors building infrastructure for very large buildings and needs to monitor, categorize, and report on calls from tenants for everything from HVAC systems to leasing requests.
Currently, our client uses the following codes on each case:
- Issue Disposition: The type of issue the customer raised, eg. Complaint or Question. Assume there are approximately 6 Disposition codes.
- Issue Type 1 (Level 1) and Issue Type 2 (Level 2): Detailed lists (choose one only) of issue types and issue details that describe the reason for the customer’s call. Examples are shown in the following section. Assume there are approximately 20 Level 1 and 200 Level 2 codes, and the Level 2 codes the agent can select change depending on the value of the Level 1 code (eg. Level 2 is a dependent picklist).
- Labor Codes, Condition Code, Component category codes: for approximately 50% of the level 2 codes, the agent is required to specify particular labor, condition, and component category codes to indicate precisely in which systems the issue occurred.
- Labor Codes indicate the product component believed to be causing the issue, for example: Air conditioning compressor, 614; Air conditioning condenser, 616; Air conditioning condenser fan, 617; Air conditioning controls, 618; Air conditioning evaporator, 615; Air conditioning recharge, 620. Assume there are approximately 200 of these Labor Codes corresponding to the various parts of a product
- Condition Codes identify the condition or sub-component of the labor code. For example: If the labor code is “air conditioning clutch”, the condition code might be “clutch worn out”. The condition code will auto-populate according to the labor code.
- Component Category Codes identify the system in which the labor code component is categorized. Examples of Component Category Codes might include Electrical System or Heating & Cooling System. There is a one-to-many relationship between component categories and Labor Codes. Assume there are approximately 40 component categories.
- Part Number: If Issue Type 1 code is set to “Parts,” the agent must enter the affected part number or part numbers. Assume the part numbers are selected from an online mechanical assembly diagram or blueprint.
- Part Availability: If a part number is entered, the agent must query another system for parts availability based on the part number and the location ID, then enter the parts availability at a particular location.
- Resolution Code: The resolution code describes the action taken to resolve the customer’s concern. Each issue must have at least one resolution before a case can be closed. Examples of Resolution Codes include: Assist Denied, Duplicate Case, Provided Information, Referred to 3rd Party, Sent Literature, etc. Assume there are 20 of these resolution codes.
Required Features:
The customer support agent must set exactly one code for each issue in a case. A case can have multiple issues.
Level 1 and Level 2 examples:
|
Level 1 Code |
Level 2 Options |
|
Accessories |
• ASSEMBLY ONLY • Availability • BACK ORDER • FIT & FINISH • Interchangeability • OPERATION • Pricing • TECHNICAL • FAILURE • No Code |
|
Finance |
* Change • Phone/Address Request • Promotion • Referral • Registration • Repossess • Treatment • No Code |
|
Import/Export |
|
As you can see, coding a case is complex and requires significant time to document the coding and resolution for each case. Currently the client’s system only supports a set of picklists and dependent picklists, and text entry fields for the coding. We’d like to make this process more efficient for our client and we’d like your help.
Design Goals:
- Efficiency is a key factor, since any time spent categorizing a case is time taken away from servicing a customer.
- Balance speed for the expert user vs the learning curve for the novice user (so a fully character-based UI might not be the best option)
- Several types of cases occur very frequently -- could pre-packaged templates be used to apply a set of “tags” or “codes “ to a common pattern
Target Audience:
- Call Center agents in a high-volume call center using the Salesforce service cloud console.
Judging Criteria:
- Perceived efficiency of the overall approach for coding cases
- How well the solution accommodates both novice and expert users, perhaps with built in help or other performance support tools.
- How well you plan the user experience and capture your ideas visually.
- Ability of the design to be built efficiently on the force.com platform and fit into the overall Salesforce.com Service Cloud user experience.
- How well your wireframes provide a consistent user flow and clear information architecture for the application
** The mobile experience is not a factor in judging - the tags will be applied in the Salesforce service console environment. **
Submission & Source Files:
Preview Image
Create your preview image as one (1) 1024x1024 JPG or PNG file in RGB color mode at 72dpi and place a screenshot of your submission within it.
Submission File
- Generated HTML files with all the requested contest requirements stated above.
- Please show us your proposal as a movie or series of wireframes that communicate the user’s intended interaction with your proposed solution.
- Also Submit .mov, .avi, or PDFs for your submission files.
Source Files
Wireframes should be built in Axure. The resulting files should have generated HTML files. Also, all the content must be listed and the pages are linked together to show page flow.
Final Fixes
As part of the Final Fix phase, you may be asked to remove, update, or change some features of the wireframe.
Please read the challenge specification carefully and watch the forums for any questions or feedback concerning this challenge. It is important that you monitor any updates provided by the client or Studio Admins in the forums. Please post any questions you might have for the client in the forums.