WebsiteEnhacement-Chat_Comparison_Matrix

Short-Term Chat Enhancment Plan Comparison Matrix

Current Reality *CEA-hosted

*11-step form

*Creates an Account

User

L

CEA

J

Student fills out form and

then is directed to their

personal ADM Counselor

JStudent is directed

straight to their personal

ADM Counselor

JAccess denied. If they

login, they are told the

option is not available to

them.

LAccess denied. Told the

option is not available to

them.

L

After they create an

account to complete the

"Chat" Call to Action,

access denied. Told the

option is not available to

them.

L

After they create an

account to complete the

"Chat" Call to Action,

access denied. Told the

option is not available to

them.

L

After they create an

account to complete the

"Chat" Call to Action,

access denied. Told the

option is not available to

them.

L

No option available

L

Initial Plan*LivePerson-hosted

*5-step form

*ADM copies and

pastes to create a

Prospect

User

J

CEA

L Student fills out form and

then is directed to the

ADM Round Robin

JStudent, who has already

logged in, must still fill

out the form and then is

directed to the ADM

Round Robin

LStudent fills out form and

then is directed to the

ADM Round Robin and

then transferred to their

Site Specialist

K

Student, who has already

logged in, must still fill

out the form and then is

directed to the ADM

Round Robin and then

transferred to their Site

Specialist

L

Parent fills out form and

then is directed to the

ADM Round Robin

JUniversity Contact fills

out form and then is

directed to the ADM

Round Robin; Msg can be

taken if needed

J

Chat will no longer

display as a Call to Action

option

J

Person fills out form and

then is directed to the

ADM Round Robin

J

Modified Plan*CEA-hosted

*5-step form

*Creates a Prospect

User

J

CEA

J

Student fills out form and

then is directed to their

personal ADM Counselor;

Option to upgrade

Prospect to an Account in

Chat session

J

Student is directed

straight to their personal

ADM Counselor; Option

to upgrade Prospect to an

Account in Chat session

J

Student fills out form and

then is directed to their

personal Site Specialist

J

Student fills out form and

then is directed to their

personal Site Specialist

J

Parent logs in or fills out

form and then is directed

to the ADM Round Robin

J

University Contact logs in

or fills out form and then

is directed to the ADM

Round Robin; Msg can be

taken if needed

J

Chat will no longer

display as a Call to Action

option

J

Person fills out form and

then is directed to the

ADM Round Robin

J

Parent University Contact Foreign Student Random Person

Other User ExperienceForm Set-up

NOT Logged In Logged In NOT Logged In Logged In

Pre-Confirmation Student Experience Post-Confirmation Student Experience

Created by: Kelly Martínez

May 2012