Workshop Preparation with Tier II Contact Center Leadership and Agents

[UXCamG]

Background: Tier 2 leadership approached me with a question regarding how they can receive more effective notification alerts when an error is reported on VA.gov. They are seeking ways to improve the speed and clarity of these alerts to enhance their response times.

Goal: The goal of this workshop is to collaboratively explore and reimagine technical support strategies to enhance customer satisfaction and efficiency. This session will involve brainstorming, prioritizing ideas, and developing actionable plans.

As a Veteran Support team member, I want a summary of workshop outcomes so that I can easily refer to prioritized ideas, and next steps for improving notification alerts.

Tasks

• [x] Review and understand Leadership concerns for more effective notification alerts
• [x] Create introduction and overview documentation
• [x] Create brainstorming prompts focusing on standardizing notification formats
• [x] Identify tools or processes that may assist in prioritization of notifications
• [x] Develop template for actionable items
• [x] Develop a strategy for implementing changes

Acceptance Criteria

• [x] Scenario: Workshop with Tier II Contact Center Leadership and Agents
  • Given a workshop is held with Tier II Contact Center Leadership and Agents
  • When participants collaborate to explore and reimagine technical support strategies
  • Then the following outcomes should be achieved:
    1. Introduction and Welcome
       • [x] Workshop purpose and agenda are introduced
       • [x] Expectations are set
    2. Icebreaker Activities
       • [x] Participants feel comfortable and interacting
    3. Facilitate Discussions
       • [x] Focused discussions occur with participation from all attendees
       • [x] Time is managed effectively
    4. Capture Insights
       • [x] Key points, ideas, and insights are recorded in real-time
    5. Summarize and Review
       • [x] Main points are summarized after each segment
       • [x] Key takeaways are highlighted at the end of the workshop

[UXCamG]

Brainstorm

[ATMiddleton]

Pilot workshop scheduled 9/17/24

[UXCamG]

Mural

[UXCamG]

Conversation Guide: Notification Process Workshop

[UXCamG]

Synthesis of workshop results