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A comparison matrix to show how the different methodologies of approaching the build on a project would impact the business and users.
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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
