User Profiles Client Self Assist Vision Prototype

1. User Focused :: Business Centric User ProfilesClient Self Assist Vision Prototype IBM Center for Solution Innovation : : Boston | New York

2. User Profile: Liz Smith User Group: Anonymous User • User Characteristics • Collage Graduate • Office Manager for a law Office • $45,000 a year salary • Married with one child; four year old Isabel • Considers herself self-sufficient • Juggles priorities between career and family • Needs to manage time • Low comfort level with technology • Avid On-line Shopper On-line activities include: banking, shopping, project research, Photo management, Favorite Sites: Amazon, Overstock.com, ShutterFly, iVillage. COM, Martha Stewart Living, Ask.com and Net Flicks User Needs & Expectations • Expects support access 24/7 • Most likely to pick up the phone for help if she can’t detect a likely path to finding an answer • Would attempt self service support option if provided step by step instructions. • Features/ Functionsthat support this user • Native language Search • Filtered Search • Error Message Search • Click to Chat • Click to Call / Call back • Decision Tree Diagnostics • Advanced Remote-Diagnostics • Automated PC Tune Ups • Step by Step Guided Instructions • Diagnostic Wizards • Product Tutorials • “ How do I” interactive Videos • Proactive Alerts • Proactive Upgrade Notices • Community • Feedback • Blogs • RSS Feed Liz Smith Office Manager BL Makepeace Law Office Small Business Female / Age 34 Anonymous User 1

3. User 1: Liz Smith User Group: Anonymous User • User One: Liz Smith(anonymous user) • Problem: Software / Lotus Sametime contact list is not populating • Method: Rediscovery Scenario Path One – Using Search Box • Liz’s Lotus Sametime contact list is not populating when she launches Sametime. • She navigates to IBM.com > Support > Client Self Assist Center. • Once on the Client Self Assist landing page , she types the following query into the search interface: “Sametime contact list is not populating”. • Search displays it’s results. • Liz chooses a link that brings her to the Lotus Sametime product page where she reads that there has been a recent patch released for Sametime. • She clicks the “download now” link to install the patch. • User is notified that the download is complete, and then asked if she would like to register and create a profile to further assist her in the future. Alternate Scenario Path Two – Navigate by Product • Lotus Sametime contact list is not populating when she launches Sametime. • Liz navigates to IBM.com > Support > Client Self Assist Center > Lotus > Sametime product page. • Once on the product page “Sametime contact list is not populating” is one of the links under “Top 10 Questions/Issues”. • Liz chooses a link which explains that there has been a recent patch released for Sametime. • She clicks the “download now” link to install the patch. • User is notified that the download is complete, and then asked if she would like to register and create a profile to further assist her in the future. Liz Smith 2

4. Navigation Flow for User Scenario 1 3

5. User Profile: Jon Jones User Group: Registered User • User Characteristics • MBA in Finance • Owner Consultant • $150,000 + a year salary • Married, 2 Sons – Cole 8 & Jason 15 • Time-constrained/ Needs to manage his time • Detail-oriented and opinionated • Low to Medium comfort with technology • Brand conscious, buys the best expects best (service) • Wants what he wants when he needs it On-line activities include:Trading, business research, banking, News, shopping, Favorite Sites:eTrade, Barrons, Wall Street Journal, Hoovers, Forrester, Amazon, Bloomberg User Needs & Expectations • Wants efficiency. Simplicity. One stop solutions • Single sign on. Does not want to go to multiple locations to tend to same issue/problem • Wants guided troubleshooting support • Expects 24/7 support access • Features/ Functionsthat support this user • Native language Search • Decision Tree Diagnostics • Click to Chat • Click to Call • Advanced Remote-Diagnostics • Automated PC Tune Ups • Step by step guided instructions • Decision tree Diagnostics • Diagnostic Wizards • Product Tutorials Community • Blog • Forums • RSS • Feedback Jon Jones Finical Adviser Bear Financial Small Business Environment Male / Age 42 Entitled User 4

6. User 2: Jon Jones User Group: Register User • User One: Jon Jones (registered user/logged in) • Problem: Receives a memory alert Method • Method: CRU • Scenario Path One – Using Search Box • Jon receives an alert on his PDA regarding the memory on his computer. • He is asked if he “wants to address the issue now or later?” He selects “later” • When he is at his computer and logs onto to IBM.com. • Once the technical landscape populates, he receives the reminder alert on his computer regarding the memory problem. • Jon launches the diagnostic tool, and cuts and pastes the error message that he received into the search field. • The tool determines that there is a problem with one of his servers, and asks him a series of questions to determine problem and location. • “Would you like to check all servers?” Jon clicks “yes”. • “We feel that board 2 on server 2 is corrupt. Would you like us to order a replacement part?” Jon clicks “yes” • Jon is taken to the user profile page to confirm their address and shipping information (edits can be made here if necessary). • Upon confirmation, the user receives a tracking number and an estimated shipping date. • He is instructed to login, and add this session to his technical history file. Jon logs in with his username and password and then hits “save” • Jon is given a “thank you” and told that his “session was saved successfully”. Jon Jones 5

7. Navigation Flows for User Scenario 2 6

8. User Profile: Richard Ting User Group: Premium User • User Characteristics • Collage Graduate • Lead IT Systems Architect • $110,000 a year salary • Single • High comfort level with technology • Avid On-line Gamer & Blogger On-line activities include:Project Research, Music downloads, Gaming, World of WarCraft, Favorite Sites:Itunes Amazon, Utube, Wikipedia, Wired, World of WarCraft, Second Life GameWorld.com • User Needs & Expectations • Assigned Tech Support • Expects support access 24/7 • Access to Manuals & Redbooks • Features/ Functionsthat support this user • Native language Search • Filtered Search • Error Message search • Decision Tree Diagnostics • How do I’s? • Knowledge Centers • Advanced remote-diagnostics • Diagnostic Wizards • Product Tutorials • Video Support • Proactive Alerts • Proactive upgrade notices • Click to chat • Click to call / back • Automated PC Tune Ups Community • Blogs • Forums • RSS Feed • Diggs • de.lici.ous • Feedback Richard Ting Lead IT Architect Nationwide Insurance Corporate Environment Male / Age 33 Premium Service User 7

9. User 3: Richard Ting User Group: Premium User • User One: Richard Ting (registered user/logged in) • Problem: Add a cluster member to a WAS cluster Server Method • Method: How To • Scenario Path One – Using Search Box • Richard needs additional information about adding a cluster member to his WAS cluster server. • He launches a browser and navigates to IBM.com > and logs on. • The system detects the users cookie and login information, and their technical landscape populates, he then chooses WAS. • Richard enters query in “How Do I…?” interface • Interface returns results, and asks the user if they would like to continue refining the results using “decision tree”. Richard clicks “yes”. • The “decision tree” launches and displays several paths to choose. Richard selects “cluster” • From there, he is presented with choices that leads him to the information that he is seeking. • He is asked how he would like his information to be displayed. • Download a Smart Manual PDF? • Technical assistance via telephone? or in person? Richard selects to download the Smart Manual PDF. • He is asked if he would like an IBM Premier Support Manager to follow up with him? He chooses “yes” • The system saves the information to the account profile so that it can be accessed by an IBM Premier Support Manager for follow up. Richard Ting 8

10. Navigation Flow for User Scenario 3 9

11. CSA – High Level Features Tech Resources Developer Center Design Center Security Advisories Getting Started Support Developer Support Your Account Current Product & Systems Inventory (codes warrantees) Personal Profile Support Status & History Service History Repair Status & History Warrantees Status Upgrade History Configurations Status Registration History eLearning & Training Community Tech Chat Forums RSS Feeds Blog Roll Pod Casts Diggs del.icio.us Feedback Loops - Polls - Surveys Search Native Language Search Error Message Search Trouble shooting Search Filtered Search Visual Search 10 Top FAQ’s - by product 10 Top Issues by product How Do I’s? – by product Model Name/Number/Code Alerts Hot Issues Proactive Alerts Proactive Upgrade notices Rebates Product Updates Downloads/Drivers Download Trials Hardware Downloads Software Downloads Printer Drivers Tech Tools Troubleshooting Wizards Set-up & install FAQ’s Top 10 questions – by product How Do I’s? – by product Auto Magic Book Marking Training eLearning / Tutorials Online with an live expert Training Events Training Sessions Training Manual Digital Communication Instructional Resources Interactive Manuals Fee Based Services Premium Service Hourly Tech Support Service IBM on call (Fee based) Fee based Support Plans Remote Diagnostics Fee based diagnostic tools Customer Service (information about non-technical issues) Online Store / Sales Find a Retailer Pre-order Parts & Upgrades Register on-line Tracking Shipping Returns Contact information Buy Support Plans Warrantees Repair & Service Place Service Request Place a Repair Requests Repair /Service Tracking Unresolved Issues Literature Center User Guides Set Up Guides Case Studies White Papers Manuals Spec Sheets Red Books Books 10