Pega Customer Decision Hub is the always-on, AI-driven customer engagement engine that optimizes each customer interaction for relevance and business value on every channel.
Generally, changes in an enterprise application require IT involvement and a full IT development cycle. But business users often want to change things like the description of a product or its expiration date. In most enterprise applications, even these kinds of changes can be costly.
If we take a look at changes requests that can be done in CDH, we can categorize them into two categories
They are small, day-to-day updates that result from normal business operations in digital touch points. It typically falls to the business operations team to satisfy ad-hoc requests from business teams to make these types of incremental changes to optimize existing artifacts. These are usually smaller pieces of work that need fast turnaround
They tend to require larger pieces of strategic development work and usually disrupt normal operations. These tasks may introduce something new or implement a change in the way something existing is presented or works.
We want to help our users to achieve “Agile Marketing” the process that supports BAU Change Requests to enable rapid and iterative enhancements to marketing strategy. Therefore A new portal focusing on business as usual change was initiated back in 2018.ANGES
It helps business users test whether different audiences will or will not receive actions. This is done by comparing an action’s policy with sample customer personas. Doing so helps the organization reach the right audiences and allocate resources efficiently.
Responsible for producing the offers and messages that will be delivered to end customers through Next-Best–Action.
Responsible for prioritizing change requests, unblocking issues, and managing the day-to-day activities required to support the NBA Specialist team.
Responsible for creating and testing offers and messages on Customer Decision Hub.
Uses Pega to drive customer engagement and meet company goals.
Works with IT on deployment of changes to production.
Collaborates with others to complete the desired change.
Technical skill level: 0/5
Technical skill level: 2/5
Technical skill level: 1/5
Next Best Action specialists may not have a deep understanding of the complex business logic behind the policies, yet they need to focus daily on setting up and testing them.
How might we help non-techy users understand complex business logic and target the inappropriate policies and logic and make adjustments during tests?
I started by Identifying the test journey. The test contains 4 steps. From there I was able to figure out main opportunities for this project.
Initially, the idea was highlighting the error information and helping users quickly capture the places they need to make adjustments.
As I dive deep into the test process, I realized that it’s hard yet not clear to highlight the error info. Most of the failed tests are not caused by mismatching a or some specific policy but caused by the logic or the desired outcome.
An overall result and results in each engagement policy section
Highlight mismatch lines and sections
- Overlay to show complex policy detail
- Add a column to show whether a row is inherited or not
- Simplify visual treatments for viewing policy detail info
- Cut off one row to help users consume and understand test results better than before
After a few rounds of iteration, I created a prototype to test it with both internal users from Pega and users from the clients' side.
Add explanation overlays of Pega terminologies
Change the play button style for better accessibility
Red bold font helps users to quickly target policies that need attention
3 major banks became our clients.
Make things work first, then make it works better.
Starting from understanding business requirements, logic, and how different roles are played in the team to thinking of how to optimize users' work-life easier while designing new features.
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