Admin Control Panel
Product Background
Product: NEW
Title: Admin Control Panel for Publisher's E-book Platform
User Type: Customer Care Associates
Purpose of site: enable customer care associates to manage school subscriptions to and student and teacher access of e-books.
Production time: (from concept to release): 1 month
Key Cross-functional Collaborators: IT developer, Marketing Manager, Sales Manager
Organizational reasons for product: publisher had decided to offer its own e-book platform so the admin site was a way to both manage subscriptions and access to the platform.
My role in the project: assemble a team and figure out how to build a site to accommodate both internal and external customers; guide the development process to ensure a user-centered product.
Title: Admin Control Panel for Publisher's E-book Platform
User Type: Customer Care Associates
Purpose of site: enable customer care associates to manage school subscriptions to and student and teacher access of e-books.
Production time: (from concept to release): 1 month
Key Cross-functional Collaborators: IT developer, Marketing Manager, Sales Manager
Organizational reasons for product: publisher had decided to offer its own e-book platform so the admin site was a way to both manage subscriptions and access to the platform.
My role in the project: assemble a team and figure out how to build a site to accommodate both internal and external customers; guide the development process to ensure a user-centered product.
Results
Prior to this site being built, Customer Care Associates had to manually track subscriptions for digital textbooks and then work with the customer to determine the best method for delivering the content digitally (pdf, other?). This site allowed a secure option for delivering texts, maintaining ownership of the digital content, and standardizing the whole subscription and access process for the Customer Care team.
1. Customer Care associates successfully managed subscriptions of over 75 titles and managed digital access for between 30-75,000 (depending on the time of year) students and teachers.
2. The opening page (for locating customers) was so effective, efficient and satisfactory*** to the Customer Care team that some of them began using this site to find customers rather than their main ordering system because they said “it was quicker and easier to use”.
***NOTE: This statement was telling because it meant that the newly created site so matched the mental model of the user that it was easier for them to use ANOTHER site (THIS new site) than to use the (half a million dollar) system actually purchased for the ordering process.
1. Customer Care associates successfully managed subscriptions of over 75 titles and managed digital access for between 30-75,000 (depending on the time of year) students and teachers.
2. The opening page (for locating customers) was so effective, efficient and satisfactory*** to the Customer Care team that some of them began using this site to find customers rather than their main ordering system because they said “it was quicker and easier to use”.
***NOTE: This statement was telling because it meant that the newly created site so matched the mental model of the user that it was easier for them to use ANOTHER site (THIS new site) than to use the (half a million dollar) system actually purchased for the ordering process.
Process and Methods
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