The power of the low-code Pega Platform™ Simplify and streamline to get work done and it provides four role-based authoring workspaces, known as studios, for example App Studio, Dev Studio, Prediction Studio and Admin Studio.
The Pega Express™ methodology is an agile approach that uses design thinking practices to capture the customer journey and quickly deliver a Minimum Loveable Product (MLP) release.
Pega platform customer service extension is a specific environment to configure customer service apps. It is derived from the Pega platform.
It takes roughly 6 months for our clients to implement Pega and get their application up running…
Many features are available in the Customer Service App that can be overwhelming to our clients.
Shortage of Pega citizen developers in the market because of the relatively long learning curve of Pega
Shortage of Pega citizen developers in the market because of the relatively long learning curve of Pega
It is not clear to new clients where to begin to build their application most efficiently.
Control panel - In a measurable way, we want our clients to build and deploy a working Customer Service app in 60 days. Control Panel will help our clients realize the benefits of Pega Customer Service quickly, easily, and cheaply.
Providing prescriptive, configuration-based implementation paths
Allowing clients to discover new and unused features to maximize their Pega investment
Removing customization and leveraging unified configuration framework
Responsibility
Responsible for setting up data and integrating systems
Responsibility
Responsible for configuring features and workflows
Responsibility
Responsible for optimizing efficiency
Responsibility
Responsible for implementation success
Daily task
Need to set up a system that is flexible and scalable
Daily task
Need to understand how CSRs do their jobs and deliver the best UX
Daily task
Need to monitor live usage data, equip CSRs with proper content and manage ops
Daily task
Need to evaluate project ROIs and determine next investment opportunity
Environment
Dev Studio
Environment
App Studio(+ Control Panel)
Environment
Interaction Portal
Environment
Control Panel
Real roles
E.g., Implementation consultants, LSAs
Real roles
E.g., Business architects, business analysts, system administrators
Real roles
E.g., Contact center managers, supervisors
Real roles
E.g., Chief customer officer, head of contact center operations, CIOs
The control panel goal will be achieved in three releases, and in this release, we will focus on phase 1.
Tasks (service cases) are main units of work for CSRs, and categorizing them helps CSRs be more efficient.
However, we do not have an easy way to create a new task category. Developers need to go to Dev Studio to create task categories and associate service cases to them.
Below are tasks a customer service representative might work on daily, and these tasks are configured by Pega citizen developers on the pega platform.
I started by identifying the current flow of a citizen developer configuring service tasks. I figured out the problem occurs in different screens, and then came up with potential solutions.
- Set task category as a tab in the interaction page, since task categories will be used in other tabs of the interaction page.
- Default category as its column.
- Change default category within a modal.
- Change default category within a modal.
- Default category as its area.
- Make associated service case visible from the table.
- Change default category from a dropdown.
Citizen developers can create service cases, task categories and associate them all within app studio instead of switching between app and dev studios
Manager task categories and related conditions at one place instead of multiple places
From technical terms to the task-oriented language
Saved at least 9 screens, 10 tasks per service case 2 times switching environments
As we can see that business conditions are utilized in many places within the Pega platform, however, the experience isn’t great.
- Separate case level business conditions from data object level business conditions under different tabs
- Create business conditions from current page
- Avoid surfacing case level and data object level business conditions in the landing page
- Create business conditions starting from choosing context instead of choosing case level and data object level
Citizen developers can create Business Conditions on the go & define the first step based on context
For configuration experience design, it’s crucial to understand the technology first
Have information Hierarchy in mind while designing
Small design investments can make a big impact (control changes)
Terminology consistency across the platform for users to understand Pega technical concepts
.png)
