© 2013, Confidential, Pegasystems Inc.

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© 2014, Confidential, Pegasystems Inc.

Beyond UI

Building Successful

User Experiences with CPM

Shannon Hall, Director, User Experience, TSYS

Michael Hughes, User Experience Designer, TSYS

Baruch Sachs, Senior Director User Experience,

Pegasystems

© 2014, Confidential, Pegasystems Inc.

Introduction

TSYS Project Surround

Shannon Hall

4 4 © 2014, Confidential, Pegasystems Inc.

What is Surround?

Multi-year, multi-phased business and IT strategy to support the latest generation of financial technology

• Two major components:

Technology framework and open ecosystem

Next generation of consumer servicing products

5 5 © 2014, Confidential, Pegasystems Inc.

Issuer Needs and Consumer Demands

ISSUER NEEDS

Differentiate through customer experience

Retain and acquire customers through trust, loyalty and value

Know what consumers value as well as their preferences and behaviors

Redefine service channels

• Access real-time information

and self-service capabilities via

any channel and any device

• Benefit from a consistent user

experience no matter where

they are in the process

CONSUMER DEMANDS

6 6 © 2014, Confidential, Pegasystems Inc.

Why Pega?

Pega

• One solution for “multi” scenarios

• Leverage CPM for prebuilt industry frameworks

• Client configuration of rules, policies, and processes that are most commonly changed by a client or TSYS

• Framework layer for reusable components and rules

7 7 © 2014, Confidential, Pegasystems Inc.

Focus on the User Experience

User experience is a key differentiator

84% of retailers believe creating a

consistent customer experience across

channels is the most important factor

for success (TeleTech)

Trust, loyalty and value are keys

to retention and acquisition

8 8 © 2014, Confidential, Pegasystems Inc.

UX Mission for Surround

User-Centered Design (UCD) approach that extends

beyond good UI design

UX professionals within the design teams during the

requirements elaboration sessions.

Foundational User Interface (UI) design standards

Reduce complexity and data on the UI

Information Architecture work with an additional portal for

client configuration

9 9 © 2014, Confidential, Pegasystems Inc.

Organizational Complexity

BPM

Development

Partner

TSYS IT

Staff

TSYS Business

Process

Owners and

SMEs

Project managers

Business analysts

Developers

Testers

Pega

Consultants

DBAs

Testers

Developers

Business analysts

Trainers

UX Designers

User Researchers

Technical Architects

UX/UI Developers

Business Drivers (TSYS)

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© 2014, Confidential, Pegasystems Inc.

Designing for

User Experience

Michael Hughes, PhD

11 11 © 2014, Confidential, Pegasystems Inc.

TSYS Components of User-centered Design

Field Observations

Scenario-based Design

Usability Testing

12 12 © 2014, Confidential, Pegasystems Inc.

Field Observations

TSYS personnel and Human Factors International

consultants observed call center personnel first hand in

order to understand the problem space.

TSYS UX staff periodically observe users in the field to

maintain an awareness of the context within which its

products are used.

13 13 © 2014, Confidential, Pegasystems Inc.

Scenario-based Design

Scenario is a short narrative that visualizes the product

within a typical user context.

Three elements:

Trigger. What occurs in the user’s world that initiates the interaction,

e.g., event, message, time of day, etc.

Problem. What is the problem as it would be stated by the user?

Solution. How would the product be used to resolve the problem? (In

essence, this is the design.)

Formal or informal

14 14 © 2014, Confidential, Pegasystems Inc.

Formal Scenarios with Static Wireframes

15 15 © 2014, Confidential, Pegasystems Inc.

Interactive Prototypes

UX Designer can get a sense of the flow and interaction of a

design he or she is contemplating.

Work Stream team can collaborate on design ideas.

Users can help the design team assess the user experience

and compare design options.

16 16 © 2014, Confidential, Pegasystems Inc.

Usability Test Scenarios

17 17 © 2014, Confidential, Pegasystems Inc.

Interactive Prototype

18 18 © 2014, Confidential, Pegasystems Inc.

Outcomes

When interactive scenario-based prototypes are introduced

during elaboration:

The team discovers new requirements that were missed in Use Case

definitions.

The team collaborates on the user experience—drawing on multiple

sources of expertise within the team.

Disagreements are more easily resolved by testing competing ideas

with actual users.

© 2014, Confidential, Pegasystems Inc.

CPM Platform: Built for

Great UX

Baruch Sachs

Poor UX

21 21 © 2014, Confidential, Pegasystems Inc.

Traditional Customer Service Solutions:

Are too hard to use

Cannot adapt

to change

Deliver poor

operational visibility

Costs NPS

Great UX

23 23 © 2014, Confidential, Pegasystems Inc.

Deliver a Seamless Cross-Channel Experience

Customer-centric

design:

• Start interactions in

any channel and

move to others with

full context

• Build service

process once and

leverage across all

channels

STOP BUILDING CHANNEL SILOS

24 24 © 2014, Confidential, Pegasystems Inc.

R E P L A C E D ATA O V E R L O A D W I T H T H E R I G H T I N F O R MAT I ON AT T H E R I G H T T I ME

Intelligently Guide the User Through Each Conversation

• Context Sensitive

- Policies and

Processes

- Dialog/Coaching

- Knowledge

• Single view of the

customer and the

process

© 2014, Confidential, Pegasystems Inc.

QUESTIONS & ANSWERS