Assignments
Come up with a few designs that:
- Show sample content types that are ready to post today (or will be when this launches), and, to ensure future scalability, content that will not be ready for release 1. (Lists below.)
- Demonstrate how you would handle any content or features that are displaced - like Video vault?
- Demonstrate the interactive flow if there is one (clicking a link to take an action elsewhere on the site or posting a reply, or doing nothing (a "read only" post, if there is such a thing?).
- Demonstrate threaded conversations - for example, original post; customer response; sales rep response; customer response.
- Stay within the scope of simple, two-way conversation - i.e., avoid coming up with "nice to have" functionality. What is the minimum necessary for our users to engage with us using simple two-way communication.
- Which postings should be "anchored" to the top, such that newer posts do not push them out of view?
Demonstrate what would happen if the customer used a response feature to raise a time-sensitive customer service issue. Develop a simple flow chart demonstrating how we would ensure a timely response, regardless of sales rep's availability.
Describe any rules for the individual content types below you think are necessary. For example, do we post "your quote is about to expire" for every expiring quote, or only certain ones? What does "about to expire" mean - 1 day? 3 days?
Find a typical customer and estimate what their feed would consist of if based on a week's worth of system-generated posts.
Decide the minimum requirements for the first release to be a compelling experience.
What does it look like before and after login?
How do we introduce it to customers?
Content
System-generated posts (one-to-one)
- Your quote is about to expire - click to order?
- We recently sent you a sample. Did it meet your needs? Ready to buy?
- Your order shipped, track shipment?
- You order has a price discrepancy, click to review and approve/cancel
- Your year-to-date charitable contributions
- Predictive ordering
Marketing-generated posts
- One-to- many "blasts" such as...
- Price changes
- Example two
- One-to-many blasts disguised as personalized one-to-one posts
- Check out our new video
- New product offering
Ad hoc sales rep-generated conversational posts (one-to-one)
- Check me out in this... new video/holiday card/polar plunge
- Chatty small talk...
- Nice win for Peyton!
- Did you have a great time at the wedding?
One-to-many supplemental posts
- Automated industry news feeds (via "Scoop.it" for example)
- Other social media