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work samples SPRINT.COM 2.0

Lead the design, information architect and mentored IAs, Designers, Content Strategists, Business Analysts and UI Developers. Led the UX team strategic planning and various design tasks. Helped client adopt the Design & Development Methodology and Processes. Developed various presentations to pitch concepts, strategy and the design deliverables.

HOME PAGE

/BUSINESS

/SUPPORT

/COMMUNITY

www.sprint.com

www.sprint.com/business

www.sprint.com/support

www.sprint.com/community

ROLE Creative Director Information Architecture Mentor

ROLE Strategist Information Architecture Mentor

ROLE Strategy/Creative Direction Information Architecture Content Strategist Mentor

ROLE Strategist Information Architect

DELIVERABLE Storyboarding Prototype Wireframes/UI Specs Visual Design HTML/CSS Assets

DELIVERABLE Wireframes/UI Specs Visual Design HTML/CSS Assets

SALLIE MAE Sallie Mae decided to enter in the Private Student Loan Market, after its conventional federal load dried out due to government intervention. Sallie Mae used the user experience to differenciate from its key competitors. The result of this engagement was a model of an application which deploys key usage scenario to engage the users and improve the application performance.

DELIVERABLE Wireframes/UI Specs Visual Design HTML/CSS Assets

16

page

PRIVATE LOAN APPLICATION DESIGN ROLE Creative Direction User Experience Team Lean Mentor / Advisor DELIVERABLE Conceptual Model User Research Wireframes/UI Specs Visual Design HTML/CSS Assets

AAMC

DELIVERABLE Wireframes/UI Specs Visual Design HTML/CSS Assets

AMERICAN ASSOCIATION OF MEDICAL COLLEGES

AAMC has established the largest standards for Medical College entrances all across the USA. They not only help the students find the right school, they also enable college councellors in residency programs to atrract the right talents. AAMC plays an important role all across the value chain - from graduate entrance exam to fascillitating matching for residency and post-doc lecel. Due to its old legacy application with poor state of user experience, AAMC realized that it needs a new design and framework to serve its customers. This project was commisioned to redesign Electronic Residency Application Service (ERAS) and establish a new UX paradygm for rest of the applications.

TOOLS / SEARCH / CHAT / ANSWER CENTER ROLE Creative Direction Information Architect Mentor DELIVERABLE Wireframes/UI Specs Visual Design HTML/CSS Assets

20

page

PRIVATE LOAN APPLICATION DESIGN ROLE Creative Direction User Experience Team Lean Mentor / Advisor DELIVERABLE Conceptual Model User Research Wireframes/UI Specs Visual Design HTML/CSS Assets

4

page

/MYSPRINT www.sprint.com/mysprint ROLE Strategist Mentor/Advisor DELIVERABLE Wireframes / UI Specs Visual Design HTML / CSS Assets

WORLDBANK.ORG Lead the user research, information architect, content audit & modelling and managing team, visual design vendors.

10

page

HOME PAGE COUNTRY SUB-SITE DATA SUB-SITE worldbank.org worldbank.org/[country] ROLE User Experience Team Lead User Research Information Architecture Countent Strategist Mentor DELIVERABLE UX Concepts Content Strategy / Model Wireframes / UI Specs Visual Design / Style Guide


1.0 Sprint.com work samples


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Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

sprint.com Story of Sprint is unlike any of corporate America’s story, and it is quite dramatic is many manners. It is especially unique, if you want to see a case study where a corporation lost because they played so much with the Micheal Portar’s definition os strategy as against the one which is in vogue in today’s experience economy. Their story is somewhat similar to Xerox and HP, because they were pioneers and yet couldn’t reap the benefits.

it’s customer dissatisfaction grew to way above normal level. All of this happened because Sprint focused too much attention on technology and corporate strategy to drive innovation. Mergers & acquisitions, new networks, partnerships with big players, all took their attention away from what their customers wanted. As a result, Sprint fared worst in many customer experience studies done during and after 2005.

Since early days, Sprint has been one of the biggest innovator in telecom industry. Sprint was the leader in embracing the wireless network, and they were the first with public data network. They were first with 100% digital & fibre optical networks. They were also the first carrier to offer commercial Internet access. Nextel, which was bought by Sprint in 2004, innovated many such trends. The “Direct Connect” (one-to-one radio network) with their iDEN network walkie-talkie service becomes the talk of the industry. Sprint was the first to complete a nationwide 3G network update, and is the first to roll out 4G (WiMax) network. The also came up with lots of small innovations which excites the end customers, like the launch of first MP3 phone, way back in 2001. This is little less known fact, but Sprint was the first company Steve Jobs contacted to partner for iPhone launch.

NEW DIRECTION

That was then, in 2004, when Sprint was almost about to take a leap into the number 1 or 2 spot as a telecom player in North America. In last 6 years, it has lost almost 40% of its customers, especially those who were most profitable. It’s merger with Nextel proved disastrous, and

MY WORK

My work for Sprint 2.0 program spanned from contributing strategy, project planning, establishing design processes & methodology to actually creating artifacts of design. Here you can see partial list of deliverables where I was personally involved.

HOME PAGE: sprint.com

In 2007, Sprint turned it’s attention to transform the company with the announcement of new CEO - Dan Hesse. Sprint came to realization that it will survive only if it starts building a culture of customer focused company. 2008 was the year when they launched a new initiative to improve the customer experience. It was called “Sprint 2.0”. Driven by design mind set (as against the technology), this program took aggressive plans to transform how sprint engaged it’s customers. It embarked on best of class “self-service“ model to enhance and transform the its whole digital presence. TRANSFORMATION Sprint’s vision for transformation was very unique. In 2007, Sprint embraced the social media to engage its customers. It’s social media strategy helped not only reduce cost for care, but helped acquire customers and reduce negative PR. The central part of Sprint.com 2.0 transformation was it’s community. It’s web channel used the community as a starting point and differentiator

for the whole experience. Shop, Support, Account Management all were transformed with a community based experience. They also used best in class technology solutions to personalize solutions for each segments of their users. The transformation of Sprint is not over yet. It was estimated to be completed in 3 years. But we can definitely observe 50% of the results which tells a great story of a digital transformation and user experience. My work was focused on improving the self service to enhance the overall user experience. VISION OF SELF-SERVICE Market research has shown that customers are increasingly attracted towards solving their own problems when they shop, do research, trouble shoot their problems; they contact the care only as a last resort. Additionally, there is also a growing trend that users not only want to do it them self for their own good, but wants to help others with their suggestion, recommendations, and troubleshoots. This is the notion which Sprint adopted to transform their user experience by putting community at the core of everything. It’s important to understand telecom business to understand the notion of self-service (and the underlying beautiful model which Sprint created).

ground. Their industry is most disrupted with the internet and other innovations. Their products gets commoditized faster than any other industry. They are held accountable for many things, by their customers and regulators, which they don’t control and merely share between various parties. Due to all this here’s the problem end users face -- their bills are the most complicated, due to the regulations applied to the whole industry. In order to be competitive and efficient, US telecom players join hands with device manufacturers and subsidize it with their plans. This makes them accountable for good/bad decisions on user’s part as well. Their “plans” looks discriminatory and overtly complicated because of the nature of contracts and when compared it for new vs. existing customers. On top of all that, their core product - networks, seems almost transparent. Their product is not what user can “feel”. It only gets noticed when their’s an issue. From that point of view, self-service to Sprint meant not only to help users solve their immediate problems, but also help inform and educate them at every stage of customer life cycle - awareness, consideration, activation, usage & payment and renewal/upgrade/ disconnection. The Sprint approach was to do all that by enabling technological solutions which seems more human, helps people when and where they want it, and leave a memorable experience to its users.

MY ROLE • Key player in the Sprint’s strategy development which led to concepts for Shop, Community, My Sprint & Support • Lead the User Experience Strategy during planning stage • Developed an architecture & design methodology for executing the design phase of Sprint 2.0 • Leading key UX designs phases for sprint.com including Sprint’s home page, business section, support, search, chat and contributed to My Sprint, Community sections. • Advising Sprint’s management, managing design, coaching UX staff

Telecom network providers play in a very competitive, highly regulated and extremely complex industry play

BUSINESS: sprint.com/business

SUPPORT: sprint.com/support

SUPPORT: sprint.com/search

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Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Sprint Home Page

Creative Director Information Architect Mentor

DELIVERABLE DESIGN

5

pg.

ROLE

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VISUAL DESIGN

Experience Modeling Storyboarding Prototype Wireframes/UI Specs Visual Design HTML/CSS Assets

Sprint home page provides very engaging, personalized and rich environment for a memorable user experience. It’s clean and direct approach helps users get what they expected on Sprint.com faster. Design caters to easy navigation, marketing & branded messaging, and features functionality for unique user states. The overall experience is based on simplicity, smartness (personalized) & community aspects. METHODOLOGY

Designing Sprint’s home page involved understanding all the unique user states, so that personalized experience can be realized by the new framework. User states involved prospect vs. customer, direct vs business user, and multiple sub states within those. These states were further detailed into scenarios to identify their primary needs and how system can accommodates those. EXPERIENCE MODELING

After our initial analysis, we used story boarding method to arrive at the final Wireframes.

Welcome Sue!

The Sprint Plan Optimizer says: LIMIT

STORYBOARDING

WIREFRAMES

We’ve analyzed your plan, and you’re defi nitely on the right one.

UI SPECIFICATION

DATA

MESSAGING

20px

TALK

Global home page

See our analysis

Version 1.9 published August 04, 2009 by Pradyot Rai (prai2@sapient.com)

10

20px

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Hero Banner

20px

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Keep track of your loved ones 10px

Welcome Sue! Hero Banner appears on the main visible area when the page loads. It spreads across the Global home page page and TALK covers the largest real estate of the Version1 1.9 published August 04, 2009 by Pradyot Rai (prai2@sapient.com) home page.

10px

Introducing the ReadyNow program Personalized Modules -Templates

Purpose of the Hero Banner is to provide branded experience to the user. It also caters MESSAGING to the state of the user. Content in this space 1 rotates based on the other banners in the queue. User can navigate back and<Title> forth on Lorem Ipsum La the banners in the queue using the carousel. feuis niamconu 20px

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Get one-on-one personalized setup at a participating store <Title>

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Keep track of your loved ones

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esse niam DATA When unknown, the banners displayOdthe banners as programmed in the queue. When authenticated (or known) this Hero Space queues up more personalized messages higher in the order. 20px

Find a participating ReadyNow Store. 100%

Zip code:

20px

Personalized Content Modules sits right under the Hero banners on the Home Page. Thesetrack modules greater Keep ofhave your loved role to surface personalized content, functionality and <Title> application snap-shots the user. On their normal state, as Lorem IpsumtoLa shown above, the four containers take 100% 0f the space. feuis niamconu

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10px 20px

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at. Er irit esequam Hero Space - This space is reserved for the marketing & promotional content. dolvelit aci blam...

the user. • • •

Rotation of Banners: These banners can be configured to queue up 20px 50% more than one banner. When multiple banners included these banners will include at a configurabel interval. Banners can be controled by the user in the manner that user can go back and forward bt clicking on the icons in the carousel

Keep track of your loved ones 3

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allowing other 3 boxes to shrink in width to be limited in rest of the 50% of the page. <Title>content types -- The modules content include Module Gue cortisim delit Er irit the message and grab attention. images and text to at. highlight nonsed dolorem Onesequam the other occasions when images can’t be associated quatet, vulpute dolesblam, with the text, these modules will only show text. These two corercidunt wis etuerilit. options are shown with 1 & 2 above.

20px

Keep track of your loved ones

10px 10px

2

Banner Cariusel - This functionality allows user to see and control the Banners. • •

Icons in the carousel higlight the one which is currently playing. User can jump to the banners by clicking on their icons

20px

50%

The above wires show the interaction with the modules. As depicted the state whenones user’s mouse is over Keepabove, trackthis ofisyour loved second module. It is showing the expanded state of the module, with othe modules shrinked to their minimal state.

Keep track of your loved ones

4

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When shrinked, first module 3 accomodates the full text and eliminates theof image. third module Keep track yourThe loved ones 4 , however can’t accomodate the full text. At this stage, system will truncate the sentence after “xx” characters and will add “...“ elipses.

Keep track of your loved ones

The wires above show possible combinations of template when the module sre expanded. These are the couple of rules that applies to the interactiona & content for these modules -1. All the modules have fixed sizes in both normal and expanded states. 2. The exact placements of these modules is kept fluid. For example, the location of perticualr content for shop, community, etc. is configurable to appear anywhere (and in any order) in these modules.

3. The content will be catered to user states. Wh authenticated, it will leverage the profile inform personalize experience with accont informatio and usage analysis, upgrade eligibility, upselli surveys etc.

4. Content types in these modules include text a

5. These modules will also have the ability to refr content on page reload.


6

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

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Sprint “Business” DESIGN Goal of the Sprint/Business redesign was to improve the of purchase flows, and self service of business owners. We achieved these goals by improving the information architecture, organization, and intrducing new interactive modules such as “Business Solution Configurator”. As a result the self service and prospects service to the site increased by 600%.

ROLE

Creative Director UX Strategist Information Architect Mentor

DELIVERABLE Experience Modeling Wireframes/UI Specs Visual Design HTML/CSS Assets

STRATEGY & GOALS eCenter Redesign Concepts

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Version 16 published July 17, 2009 by pRaDYot Rai (prai2@sapient.com)

Vision, Goal and Purpose Vision

Purpose of this document To further elaborate 2.0 vision in the eCenter redesign context, a conceptual model is presented in this document which provides a framework for personalized experience along the lines of -- transition user seamlessly and paralleling the experience for Business & Consumers. This model explains how user experience will be tailored for users in Business & Consumer states.

Vision for eCenter 2.5 is derived from Sprint 2.0 conceptual model (as shown in the image below). The following premise of 2.0 program is closely knit in the eCenter concepts to realized the vision -• Support and community content contextually integrated • Prospect and Subscriber behavior collection • Transition users seamlessly • Search should be accessible from everywhere • Site subscriber experience shift • Subscriber services promote loyalty

Business Experience

The purpose of the Concept document is to collaboratively synthesize the User Experience vision & direction and the learning gained during the eCenter 2.5, Definition phase, and Business Design phase into a cohesive creative vision for the eCenter 2.5 site. Intention of this document is to generate a vision for the user experience that can be implemented in a phased approach and is extensible over time. It is the strategy to "think big" so that we create a conceptual foundation. For this reason, the ideas we are presenting in this document include some features that may not be within scope for release 1 & 2, but will be developed in subsequent releases. This approach provides for easier, more successful, and more cohesive expansion.

Based on Business Account Authentication, specifically when a heavy business usage behaviour is detected either from profile or by account hierarchy.

Mashup

Catered to self identified state of the customer, unknown customer states (includes both consumer and business) and authenticated user states at the bottom on the account pyramid (e.g. CL & IL subscribers).

Consumer Experience

Based on Consumer Account authentication -- will tightly personalize tools, functionality and content to consumer. The extent of personalization deepens with user behaviour and his role in account hierarchy.

• Paralleling the experience for Business and Consumers • Better tools to enable the business manager

• Enhanced focus on our customers needs

The process for arriving at the concepts has involved 2.0 UE & functional leadership, eCenter 2.5 stakeholders and cross functional subject matter experts. Most of the artifacts of the concepts are derived from the detailed design work done under sprint.com 2.0 project. These concepts will require detailed work during execution phase due to following reasons --

• Encouraging the use of self service tools

• Their alignments with release plan

Goals

MOBILE EXPERIENCE

END USER EXPERIENCE

Add/ Change Devices

PROSPECT EXPERIENCE

Explore Solutions by Industry

Add/ Change Services

Manage My Account

Access Mobile Shopping

Access Mobile Media

Add/ Change Plans

Engage My Services

My Mobile Sprint Access Mobile Account Mgmt

Explore Devices

Needs Based Shopping Tools

Engage My Content Add Customizations

Add Applications

Billing Actions

Services Mgmt. Packages

Shopping Process Steps & Packages

Shopping Cart

Explore Services

Reporting

Upgrades & Activations

Promos

Support

Shop

PERSONALIZATION/ CUSTOMIZATION

SUPPORT

My Sprint

When user authenticates using the persistent global header (specifically FRED), he will stay on the same page with personalized content. After authentication, user will see more relevant content in the respective areas -- e.g. business shop will show “customer aisle”, community will take him straight to “Business Community”.

Community Business Experience

shop

MySprint

Community

business. sprint.com

Support

Search

Login

Tools

Register

2

3

In a case when user has multiple accounts, his experience will depend on which account hw has selected.

My business sprint

wireline

wireless

Tool Finder

Account Selector

Business Shop

Status Center

My Sprint

Community Shop

Support

When Mike selects the Family Account, he is provided the consumer experience and when he selects the Telecom Manager he is provided the business experience. During consumer experienec, My Sprint will provide all the tools to help Mike manage his Family Account. And during business experience, My Sprint Business will allow Mike to manage his Telecom Manager account.

Functional Group 3

Functional Group 4

Functional Group 5

4 User

Upgrades

Preferences & Settings

Workforce Mobiliy Products section -- includes contextual help, Tools finder, and quick view of products.

2.0

Accounts Landing

Billing Landing

Tools Landing

Devices Landing 2.0

6

Topics

Articles, Videos, Tutorials, Downloads

Area where contextual content, promotions and sprint pushed content can appear

Sue Smith (805) 684-7000

Chat

Related Topics

To improve your business mobility

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Go to Wireless Manager Support

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Select

I want to:

Contact us

Sprint Business Mobility Framework Manager (SBMFM)

It's the fast, efficient way to ensure everyone on your account always has access to the same contact info, and can be done online. All you need are a My Sprint account with administrator access and at least two Sprint Mobile Sync-capable phones on your account.

NextMail

chat now Email now

Wireless

Call us

Signin to the Application

1-800-xxx-xxxx

Business Search

buzz Buy now

by [user_name] (20 minutes ago)

Sign In to your business apps.

Tool Finder What's New! Tool Finder What's New!

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Helpful Links

New Business Solution!

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Related Topics

To improve your business mobility

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buzz

Go to Wireless Manager Support

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Multiple Pages

Pages: Logged in & known Customer State

Reference of a Page which appears elsewhere, or derives content/functionalty from elsewhere

Access only available in Authenticated State

Process & Process Reference - Represents the origin of a process that should be documented in a seperate screen fl ow.

Site Map

Select Wireless Manager

I want to: Manage your accounts Analyze bills

Helpful links

» View Sprint Connection monthly newsletter » » Wireless Manager Tutorial » Self service webinar » Lorum ipsum etummodolore cor ad dolore feu feum... » quamet at augue facillandrem » Nim ad diam duipit ad dolobor sissisim vel irit...

Coverage Tool

Help

Manage equipments

Workforce Mobility Products

Support and related articles for wireless manager. This will help surface contextual content.

Need help finding tools? Start here Sprint Mobile Sync Admin Sprint PCS Integrated Office

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Mobile Application Manager GPS Services Sprint Business Mobility Framework Manager (SBMFM)

Check coverage

Billing applications’Help fuctional areas.Open

by

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Root A

Level Name

Search

Learn more

NextMail

Order by phone 1-800-2-SPRINT | About Us | Contact Us | Terms of use | Privacy Policy | © 2009 Sprint.com All rights reserved

MyNextel Address Book

Check status & reports

Search

» eCenter Tour » Wireless Manager Tutorial » Self service webinar » PDA/smartphone Training

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Site Map

by [user_name] (20 minutes ago)

Helpful links

» View Sprint Connection monthly newsletter » » Wireless Manager Tutorial » Self service webinar » Lorum ipsum etummodolore cor ad dolore feu feum... » quamet at augue facillandrem » Nim ad diam duipit ad dolobor sissisim vel irit...

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DAC A1 DAC B1 DAC C1 DAC D1 DAC E1

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See more things you can do

[See more link]

[Media title] by [Link]

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1-800-xxx-xxxx

Have a tip you would like to share? Discuss it with Community.

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Training

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25

chat now

Signin to the Application

Video Tutorials (23)

[Media title] by [Link]

4

Coverage Tool

Help

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Order by phone 1-800-2-SPRINT | About Us | Contact Us | Terms of use | Privacy Policy | © 2009 Sprint.com All rights reserved

Viewing information for: SAS Name ||

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within

Selec

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Contact us

It's the fast, efficient way to ensure everyone on your account always has access to the same contact info, and can be done online. All you need are a My Sprint account with administrator access and at least two Sprint Mobile Sync-capable phones on your account.

TalkgroupSM

Pages: Unauthenticated

Sign on

Protect my phone

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Level Name

Go Chat

Wireline

Wireless Manager

[See more link]

[Media title] by [Link]

Most popular

This area will feature key links for the eCenter knowledgebase

by

Level

Items displayed:

Which tab opens, as default when the page is reloaded, Tips > will be configurable by the Admin. Search

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» eCenter Tour » Wireless Manager Tutorial » Self service webinar » PDA/smartphone Training [Media title] by [Link]

Level

Viewing information for: SAS Name || Search: for

State of the Hero Area when tab (e.g. Account Management is clicked). This place will feature key tools and will surface articles and contents form other Sprint.com | Business | About Us | En Español part of the site (e.g. support, community, etc.). First half of this module will rotate Cart with text and will allow userBusiness to jump to functional part of My graphics Sprint Businessand the Business Community Support Shopother part the other apps.

Training

[Media title] by [Link]

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Video Tutorials (23)

TalkgroupSM

MyNextel Address Book

3

Tasks to navigate user to right functionality accross the site. This module is contextual to the page and user states.

See more things you can do

Open

Learn more

Root A

Check status & reports

Need help finding tools? Start here

GPS Services

Viewing information for: SAS Name || Search: for

This will vanish when the applications are folded into single signon.

Manage your accounts

Manage equipments

Help

Sprint PCS Integrated Office

2

Analyze bills

Workforce Mobility Products

Sprint Mobile Sync Admin

Root A

Application Signin -- this is not same as Global Login. Once user selects the application, this module will show the username. password feilds. If any application is not available for this common signin module, user will be taken to the log in page for that application.

Wireless Manager

Protect my phone

Mobile Application Manager

Viewing information for: SAS Name ||

Go

Sign In to your business apps.

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Have a tip you would like to share? Discuss it with Community.

Topics

Cart

1

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Helpful Links

New Business Solution!

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These mobility products tabs will rotate onLoad to promote idividual products. User can read more about other products by simply mouseover on other product tabs.

Tools Profi le

...

5

(Subject to be detailed out)

Tool finder -- this module provides interactive tutorial to match business custiomers needs with Sprint’s Business Products. User is shown series of questions before recommended product is shown. Objective of this design is to keep user on the same page, while providing him synopsis of the tool recommendations. After that user will be sent to other pages for detailed support or education (Details on next page)

Search Interaction in “Account Selector”

Global login -- this place provides means to login & surface user profile information (when logged in). The graphic below shows the chage in state when user is loged in. When user clicks “Sign in”,

Sign on

Tips >

Tool Finder What's New! Tool Finder What's New!

Wireless Manager

LEVEL

LEVEL

Search

AccountBilling Billing Account Management Management Account Account

For the R1 time frame, this will presented generic promotions. It will be contextalized based on the profile in R2.

2.0

Account

Chat

“Account Management” tab will be default open when page reloads

2.0

Account Billing

Business Support

Business Community

Go

Business Support

| En Español

Marketing and promotional banner area. May feature new products, tools or key announcements. The banner will rotate with fixed time intervel, but user will be provided control to jump from one to another.

My business sprint

eCenter Redesign

Version 2.9 published November 03, 2009 by PRaDYOt Rai (prai2@sapient.com)

Wireline

Business Search

Purpose of this page is to organize all the functionality, tools and content to help Wireless Managers perform their task.

...

Cart

Sprint.com | Business | About Us | En Español

Business Community

Shop

Wireless

On page refresh, user will be shown promotional banners. User can click on tabs to jump on to other functional area -- Billing, Account Management, etc.

Account Mgmt. LEVEL

Consider Mike Brady who has two accounts -- Family Account (where he has himself & three other suscribers) and Telecom Manager at XYZ Corp (with 225 subscribers).

Consumer Experience

Chat

Business Solutions Advisor

LEVEL

DETAIL SPECS

8 of 30

My Sprint Business

Unauthenticated

That said, user will have the apportunity to drill down or move out to other consumer experience areas.

Switch Account

Account identified

eCenter Redesign Concepts

Version 16 published July 17, 2009 by pRaDYot Rai (prai2@sapient.com)

(Used to be eCenter/wireless landing)

LEVEL

Self sprint.com 2.0 identified

WIREFRAMES/SPECS My Sprint Business Landing Page

sprint.com

1

LEVEL

Add Media

COMMUNITY

5 of 30

Version 16 published July 17, 2009 by pRaDYot Rai (prai2@sapient.com)

Conceptual Site Architecture

Conceptual Model

Theprovide conceptual model puts the hypothesis much more functional userforth experience for organizing the site and differentiating the experience for consumer & business users.

Up on first time entry to sprint.com, user will be intercepted to self identify himself as - customer, prospect, business customer, member. Based on this selection, new sprint.com 2.0 home page will personalize content. Personalization will also allow user to navigate to business site, if user identified himself as “Business Users”. This will make My Sprint, Shop, Support & Community content talored for Business customer.

INFORMATION ARCHITECTURE eCenter Redesign Concepts

4 of 30

• In short term, aligning eCenter with Sprint.com 2.0 User Experience & Design appraoch • In a long term, integrating all the wireless and wireline application and products via single/common signon to

My Sprint Account Actions

• Detail analysis of functionality and development of concrete design artifacts to support functional requirements development & specification eCenter Redesign Concepts • Tweaking some of the design & interaction paradigms to make July 17, 2009 by pRaDYot Rai (prai2@sapient.com) This program aims to achieve theseVersion goal16inpublished a phased apprach with it more suitable for Business customers following appraoch -• Providing relevant and timely information online

Solutions Builder

Explore Solutions by Category

Competitive Shopping Tools

Explore Plans

Add Accessories

SEARCH

Explore Coverage

My Sprint

Engage My Devices

Add Devices

• Promoting collaboration and transparency via community

Explore Solutions by Business Size

ACCOUNT OWNER

Add Services Access Mobile Support

BUSINESS EXPERIENCE

Add/ Change Plans

Billing Actions

The goal of eCenter 2.5 project is to provide a seamless online account management experience for our wireline and wireless business customers and strengthen Sprint loyalty by:

BAN G

DAC M

within

Sel


7

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Sprint “Support” DESIGN Goal of the Sprint Support redesign was to encourage users to self-help and troubleshoot their problems. The overall experience of the site also helps prospects to perform their research before buying the phone or services. The design on adjoining figures shows only the “support” section, but the design also extends to the contextual help when user in on other site sections, e.g. shop, my sprint, community, business, etc. using the same content model. Sprint Support is one of the finest example of online support model which integrates crosschannels (retail, call center, IVR) for knowledgebase. It also involves the community to help each ROLE others, and Creative Director keeps the UX Strategist knowledgebase Information Architect updates with Mentor community participation. DELIVERABLE Wireframes/UI Specs Visual Design HTML/CSS Assets

The design takes consideration of context of use, and personalization to surface the right help to its users. It also integrates call center agents, nearest stores to extend Sprint support to the users.

Support

The UX on this support site is extremely great. When users identifies itself by loging in, system contextualizes his experience by bringing content, known issues specific to his Devices, Services, or Account. System uses the past history, cross channel information, and user’s actions on other site sections (e.g. chats with rep, or community members) to intelligently surface right content & functionality. Search Support

Search

Tips >

Search Support

Most Popular:

How do I program my Samsung Instinct?

!

I’m getting an “Uncaught Exception”. How can I fix it?

Iquis nonsequat praessim nullan henibh ex etum am at, sequipsusto od eugue venim from here or from your phone.

How can I charge my Instinct battery?

Search

Change location

You can change address to see alerts specific to other geographies

Accounts

Autopay enrollment

Learn about your bill and usage, find out how your plan works, get helpful info about upgrades and adding lines of service, and get the most out of My Sprint.

WhenStreet, you sign for autopay, city,upstate, and/or ZIP your payment automatically gets deducted from your checking account or charged to your debit or credit…

Learn more

Learn more

MoreGoabout accounts » Billing » Payment » Usage » Plan » Profile » Upgrades

Tips for Searching >

More

I want to: Get started

Check coverage

Protect my phone

Activate a new phone Upgrade a phone

Check order status

Exclusive Super Bowl XLIII Benefits for Sprint Customers

Devices

Sprint's Super Bowl content is now available on NFL Mobile Live in a centralized Web page, "Super Bowl XLIII," formatted especially for wireless handsets...read more

Thanks to everyone that participated in the Buzz about Direct Connect Live Forum Event

Thanks to everyone that participated in yesterday's live forum event with Tim and John. There is some good information posted and I encourage everyone interested in iDEN and NDC to take a moment to read through ...read more

Get on the Work.Done [Smarter] Bus

The BlackBerry Curve 8350i smartphone has taken "mobile" literally, touring from coast to coast to show folks how easy it is to get Work. Done. [Smarter]. ...read more See more Announcements

Services

7 of 53

Version 1.50 published June 24, 2009 by PrAdYot rAi (prai2@sapient.com)

DETAILED DESIGN

Sprint Navigation A wide varitey of services are available for your device. Olorper inci tet aut delit prat lor alismodit autat. In hendiat. Duisis atum vent vendit

Key Sprint Services & Features illustration

Support Wireframes

Version 1.50 published June 24, 2009 by PrAdYot rAi (prai2@sapient.com)

See all services

Tag cloud Billing Texting Messaging Synching Email Photos Battery Instinct Upgrade Swaps Multiword tag Screen Keyboard Plans WiFi Accessories Store

Shop

Confirm Device Enter Sprint PTN Phone Selector

Support for Sprint Customer with the Phone number

123-456-7890

Found?

Y

Go

n

Is this the right device?

n

Device Landing Page

Phone Profile Page

Support Support

Community

Chat

The most-viewed solution

New stuff “I’m fed up. It’s just so annoying how greedy you are, Sprint, and how you don’t really care.I just got my letter about how insurance dedu…”

Y

Select the phone, reset the context

!

Search Support

!

We have a new software update for your Samsung Instinct. Download it from here or from your phone.

» Change Device

Learn about your bill and usage, find out how your plan works, get helpful info about upgrades and adding lines of service, and get the most out of My Sprint.

b

Exclusive Super Bowl XLIII Benefits for Sprint Customers

Thanks Select to everyone that participated in the Buzz about Direct Connect Live Forum Event the phone,

Enter your phone number to see support for your device:

Go

Activate a new phone

Go

Contact us

Or just view the phone selector

Go Help! I can’t find my device here

Select

Email

<

Want to see support forenter a complete For best results different device? address information

Samsung Instinct Exclusive Super Bowl XLIII Benefits for Sprint Customers

Sprint's Super Bowl content is now available on NFL Mobile Live in a centralized Web page, "SuperStreet, Bowl city, state, and/or ZIP Want to select a different device?

XLIII," formatted especiallyLG forLotus™ wireless handsets.BlackBerry® ..read more Curve™ KATANA® Eclipse X Samsung You’ve currently Samsung Instinct The Buzz™selected ic502

See more Announcements

by Motorola

by Sanyo®

Instinct™

8350i Smartphone

Go

Thanks to everyone that participated in the Buzz about Direct Connect Live Forum Event

You’ve currently selected Services

6

Motorola

Thanks to everyone that participated in yesterday's live forum event with Tim and John. There is some Call us 1-800-xxx-xxxx good information posted and I encourage everyone interested in iDEN and NDC to take a moment read a different Want totoselect i365IS device? through ...read more

b

a

Sprint's Super Bowl content is now available on NFL Mobile Live in a centralized Web page, "Super Bowl XLIII," formatted especially for wireless handsets...read more

Key Sprint Services & Features illustration

Thanks to everyone that participated in the Buzz about Direct Connect Live Forum Event

Navigation Get on the Sprint Work.Done [Smarter] Bus

c

More services

Authenticated State

» Pictures

Learn more

a

The most-viewed solution International Text messaging “Well, it does depend on how you send a text...” quasijedi, Expert Contributor Posts: 673

View this thread

Contact us Instinct

Chat Swaps Multiword tag Screen Keyboard Plans WiFi Email Accessories Store Find a store Overages Call us 1-800-xxx-xxxx

Community

7

Tag cloud

TM A wide varitey of services are availThe BlackBerry Curve 8350i smartphone has taken "mobile" literally, touring coast to coast to show » NASCAR Sprint Cup from Mobile Learn how to use voice-guided, turnable for your device. Olorper inci tet Billing Texting Messaging folks how easyby-turn it is todriving get Work. Done. [Smarter]. ...read moreDirect Connect » Nextel directions, maps, traffic aut delit prat lor alismodit autat. In Synching Email Photos alerts, and one-click rerouting - to get hendiat. Duisis atum vent vendit » Texting wherever you need to go. See moreyou Announcements Upgrade Battery

See all services

Thanks to everyone that participated in yesterday's live forum event with Tim and John. There is some good information posted and I encourage everyone interested in iDEN and NDC to take a moment to read through ...read more

See more Announcements

Protect my phone

Find a store

The BlackBerry Curve 8350i smartphone has taken "mobile" literally, touring from coast to coast to show folks how easy it is to get Work. Done. [Smarter]. ...read more

Get on the Work.Done [Smarter] Bus

Get started Check Support for Sprintcoverage Customer with the Phone number

Upgrade a phone Just pick a phone type Check order status Select Manufacturer

Chat

...or find your phone by manufacturer:

Get on the Work.Done [Smarter] Bus

Shop Accounts

Didn’t find an answer? Post your question here.

b New stuff “I’m fed up. It’s just so annoying how greedy you are, Sprint, and how you don’t really care.I just got my letter about how insurance dedu…” Message edited by Angry Customer on 03-06-2009 01:53 PM Read this thread

c

Community areas » Discussions » Blogs » Groups » Ratings & reviews » Let’s Talk Didn’t find an answer? Post your question here.

My Sprint Devices Devices Blogs

Digital Lounge

Support Support

Community

Chat

Services

Select Phone Model

Contact us Chat Email Find a store Closest Sprint Service Center (703) 383-0933 Fairfax Towne Center, 12180B Fairfax Towne Center, Fairfax, VA 22030

Closest Sprint Store (703) 383-0555 Fairfax Towne Center, 12180B Fairfax Towne Center, Fairfax, VA 22030 Change Location View All

Call us 1-800-xxx-xxxx

Currently Selected

This is product profile page, which can be accessed only when customer has selected the device. At this stage there is no state dependent contents planned for this page.

Member 1

Member 2

Module’s Behavior

(xxx) xxx - xxxx LG Lotus

Go

1

Go

Hero space: Right hand box of the phone will be tabbed module which Search Support

Search

will feature Videos, Images and Featured Topics of the phone selected. Or just pick a phone type “Featured Topics” will be sprint pushed content. The tabbed interface will be Select Manufacturer configurable so that Administrator can force a particular tab to remain open. scenario will be one where Sprint pushed an important alerts for its Select Phone Model A typicalGo user and wants “Featured Topics” to be viewed on load of this profile page. Tutorials Videos Images When there is no other (or rich) content available, this module will only show Or just view the phone selector the image of the phone without tabbed interface.

Tips >

Most Popular: linkage to S&F main page. (device becomes another variable + most popular Want to see support for a You’re seeing support specific to the Samsung Instinct + ability to seasonally promote / override). Biz intent is to show default different device? How do I program my Samsung Instinct? Search Support - this functionality will display search results content and enhance where there is content for that specific device, i.e. I’m gettingfrom an “Uncaught Exception”. How can content I fix it? within/related-to “support” (details outside the scope of this Mobile Email update for Instinct. How canwureframe. I charge my Instinct battery? 4 2 3 Tutorials Tutorials Videos Images a Will display the a static image/text as entry Please contact Michael>Maclennan for complete set of search wires) point to Service Landing page. Tips for Searching Search Lorum Ipsum More 1 b “The middle section will rotate the promotional/seasonal services (teaser 2 Phone context selector - Phone context selector allows customers to Calender Tutorials Bluetooth - Receive Media Most popular tutorials. One sentence which dcescribes what the customer can do with text and image) configured in CMS Find support by identifying identify/select phone or device from the drop down quasi modal window. Download Games the service.Min eriustin utate ea faccum ing exeros ero dolobore Call Forwarding on/off c More Services” listing your phone or device Play with these demos that let you try stuff out – virtually. Once the device is selected, it will contextualize the existing page with the et adionse quipit veril iurer ad magna commod ming estiniam vu Want to select a different 1 See All • will be ordered based on the popularity GPS Select a phone from yourname account and icon of the phone/device appear on the context selector bar. GPS You’re seeing support specific to the LG 5350 GPS device? » Bookmark - Access Alerts, Fixes, Downloads Search Support » Sprint Navigation Search •Tips >system should provide the ability to define “popularity” for a Account 3Owner 5 alerts/announcements - this area will show alerts/announcements » Bookmark - Create particular service (xxx) xxx - xxxxSupport Currently » Sprint Family Locator 8 Selected Samsung Instinct related to outage in a specific geography. User should be able to change the » Find a local business using GPS ! Current message about any alerts, fixes or downloads • default # of “more services” to be displayed is 5 Graphics depicting interacfor this service. » Purchase movie ticket geography to view other alerts. User will see following tooltip interaction when Most Popular: Search Support Member 1 tive, step-by-step, tutorials » Cancel premium content 7 Community Module Purpose of community content on this page is to (xxx) xxx - xxxx they mouse over the “location” link embeded inside alert: Show services included in my plan How do I program my Samsung Instinct? Services for the Samsung Instinct Learn about it Motorola i580 educate customers about role of community and its members as another I’m getting an “Uncaught Exception”. How canHere’s I fix it? a list of helpful learning resources for the Samsung 2 6 ! Iquis nonsequat praessim nullan henibh ex etum am at, sequipsusto od eugue venim from here or from your phone. source for seeking help. The intent of this module is same as others on page, Calling services How can I charge my Instinct battery? Mobile web Instinct™: Organize Member 2 See all Tips for > Search visibility to create awareness for this area, to provide toSearching user-generated help, (xxx) xxx - xxxx More Technical Specification Getting Started Change location Safety & security Pictures & videos Email LG Lotus Idrive wanttraffic to: to that area of site. Need to call out functional areas of community You can change address to see alerts specific to Download User Guide Accounts other geographies Phone repair & protection Text & chat Sports that are relevant. Support for Sprint Customer with the Known Issues HTML User Guide aGet started Phone number The “most viewed solutions” section MoreGoabout accounts Autopay enrollment Intervational services GPS Learn about your bill and usage, Most-viewed topics find out how your plan works, get » Billing WhenStreet, you sign for autopay, • coverage will display one of the threads labeled as “for Support”. city,upstate, and/or ZIP Check Go helpful info about upgrades and your payment automatically Entertainment » Payment Pick a category All compatible • if such thread doesn’t exist show the “non-Support” thread 9 adding lines of service, and get the gets deducted from your checkProtect my phone » Usage Services for the Samsung Instinct How do I program my Samsung Instinct? most out of My Sprint. ing account or charged to your 7 » Plan • will display most viewed thread based on view count How do I? debit or credit… Activate a new phone I’m getting an “Uncaught Exception” error message on my Samsung InOr just pick a phone type » Profile » NFL Mobile Live » Calling internationally » Sprint Mobile Email Work Learn more • the content for “most viewed solution” will be refreshed dynamically » Upgrades Learn more stinct. How can I fix it? a phone » Parental controls from the U.S. » Sprint Mobile Sync bUpgrade Select Manufacturer “New Stuff” section Basics note: The alerts for perticular geography takes the same address as the “Contact us” module Show services included in my plan How can I charge my Instinct battery? » Picture Mail » Games » Sprint Mobile Sync Admin Services for the Samsung Instinct Check status any latest thread from Community (not necessarily marked “for for displaying the “Sprint closest stores/service center”. The change in address will display • order show Set up my Voice Mail Go and will change the “nearest stores” information displayed in the “Contact us” Select Phone Model » Photobucket » In-store service » Sprint Navigation How do I buy and download new ringers, screen savers, games, and apnew alerts support”) based on configuration (display-support-friendly flag) in Use XYZ to manage MNO? module, and visa-versa. When no alerts in the address provided, system will return no alert. » Radio » Instant messaging » Texting Mobile web for my Samsung Instinct Organize plications from the online Digital Lounge? Safety & security Devices Clearspace Susci tatie min henisi te commy»nummod odit » Roadside Rescue » Mobile chat Upgradete& do recycle » Sprint Family Locator How do I check for updates for my Samsung Instinct? Module - This module will surface deeper account areas (sub Or just view4 theAccount phone selector Pictures & videos Email • allow configuration in Clearspace for the REST API module to turn Exeraess equatet lamet, » Self-service » Movies » Video Mail » Roadside Rescue How do I adjust the touch screen sensitivity setting on my Samsung® categories), contents (topics) and functionality (register/login, etc.). This on/off Support friendly threads (if support friendly flag is on display » Sprint 411 » Music » Voice-activated dialing Text & chat Sports » Parental controls Instinct™? module has three sections -only those thread marked “for support” else pick from non-support » Sprint Family Locator » NASCAR Sprint Cup » Web surfing Advanced NFL Mobile Live GPS a Will display the a static image/text as entry point to Account Landing How do I reset my Samsung®»Instinct™? threads) » Sprint Mobileequatet Email lamet, MobileSM Phone repair & protection Exeraess » NASCAR Sprint Cup » Sprint Navigation page . The link “Learn more” will take user to the “Account landing” page. Does my Samsung® Instinct™ support email? • will display most recently posted thread based on timestamp Cor accum dolumsan ulputat MobileSM Intervational services » Sprint Family Locator and set up the b “The middle section will rotate 4-5 unique article/topics which are hottest How do I download Sprint Mobile Email WORK Calendar on • the content for this section will be refreshed dynamically Susci tatie min henisi te commy nummod te do odit call drivers. The purpose of this module is to educate users about My c “Community Areas” section Calling services my Samsung® Instinct™? Entertainment Exeraess equatet lamet, Sprint functionality. The link “Learn more” will connect user with the topics • the community links displayed will be configurable through CMS under account area. • click on “Don’t find an answer…” link at bottom of “Community See all 3 c More Services” listing Areas” section will take the user to community Discussion page to • will be ordered based on the popularity Show services included in my plan Services for the Samsung Instinct start a new thread. Services for the Samsung Instinct 10 • system should provide the ability to define “popularity” for a 8 “I want to...” Module - This module lists key user tasks across the site. The 10 Safety & security Mobile web particular service Organize Pick a category All compatible What is the Community Buzzing About? list of tasks are contextual to the page. The links will either open in a modal 8 » Sprint Family Locator » Web surfing » Sprint Mobile Sync • default # of “more services” to be displayed is 5 window or navigate customer to other sections of sprint.com. This module » Roadside Rescue » Sprint Mobile Sync Admin Services Pictures & videos4 5 Phone & Devices Module - This module will present a carousel interface Instinct Thread Top Support Discussions is contextual and dynamic to user states appears all across the site (e.g. » Parental controls » Picture Mail Email for phone & device selection. Sprint customer can enter PTN fetch the Moreto services Sprint Navigation Tag cloud MySprint, etc.) - Datail specification in Module wireframe section Support, "My Instinct phone » How to start a thread Services Services Services Serviceshas Services Services » Photobucket » Sprint Mobile Email Model. has the ability to filter the list by selecting the Cup MobileTM name name name name and name name A wide varitey ofUser servicesalso are availPhone repair & protection » NASCAR Sprint been really buggy Key Sprint Services & Phone » How to subscribe a forum » Video Mail 9 Billing » Sprint Mobile Email Work Learn how to use voice-guided, turnable for your device. Olorper inci tet < Contact Sprint - This module allows customer to interact with Sprint Rep Texting Messaging Features illustration slow as of late and I’m » Nextel Direct Connect “Manufacturer” fromautat. theInlist. Detailed under module section as c1 Phone » Total Equipment Protection by-turn driving directions, maps, traffi c aut delit prat lor alismodit » How to join “Buzz” Photosemail, or by phone. This module also allow Store Locator Synching considering switching alerts, and one-click rerouting - to get hendiat. Duisis atum vent vendit » Texting via chatEmail session, Text & chat Sports » In-store service Module. you wherever you need to go. » Link four lorem ipsum dol Battery Instinct Upgrade phones. However..." » Pictures » Texting application to find the Sprint Service Center. » NFL Mobile Live » Self-service Swaps Multiword tag Screen [source] (mm/dd/yy) 6 ServiceSee » Link five gemion quis all services Module - Purpose & Features of this module is to provide anchors Learn more » Texting internationally Services Services Services Services Services Services » NASCAR Sprint Cup » Upgrade & recycle Plans WiFi 10 Keyboard name name name name name name Support Tag Cloud - Tag clouds module shows top user/admin generated inside the “services & features” as well as driving customer to “Services & MobileSM from the U.S. Accessories Store Respond to this thread [See more link] Intervational services tags for the support related content. This module is not contextual to user Overages Features” landing page. Biz needs to be able to show most popular, as well » Instant messaging Calling services » Calling internationally state and remains consistent all through the customer lifecycle. » Mobile chat as ability to promote seasonal items like NFL Mobile. There should always be The most-viewed solution International Text messaging “Well, it does depend on how you send a text...” quasijedi, Expert Contributor Posts: 673

View this thread

New stuff “I’m fed up. It’s just so annoying how greedy you are, Sprint, and how you don’t really care.I just got my letter about how insurance dedu…” Message edited by Angry Customer on 03-06-2009 01:53 PM Read this thread

Community areas » Discussions » Blogs » Groups » Ratings & reviews » Let’s Talk Didn’t find an answer? Post your question here.

Services for the Samsung Instinct » Calling internationally from the U.S. » Games » In-store service » Instant messaging » Mobile chat » Movies » Music » NASCAR Sprint Cup MobileSM » NFL Mobile Live » Parental controls

Pick a category

» Picture Mail » Photobucket » Radio » Roadside Rescue » Self-service » Sprint 411 » Sprint Family Locator » Sprint Mobile Email » Sprint Mobile Email Work » Sprint Mobile Sync » Sprint Mobile Sync Admin » Sprint Navigation

All

» Sprint TV » Texting » Texting internationally from the U.S. » Total Equipment Protection » Traveling internationally with your phone » Upgrade & recycle » Video Mail » Voice-activated dialing » Web surfing ®

GPS » Sprint Navigation » Sprint Family Locator Entertainment » Games » Sprint TV® » Music » Radio » Movies

» Voice-activated dialing » Sprint 411 » Calling internationally from the U.S. » Traveling internationally with your phone

from the U.S. » Texting internationally from the U.S. » Traveling internationally with your phone

• •

Instinct - The Basics 2 Learn about the menu structure and touch screen functionality

Tutorials - This module will feature tutorials. The links to the tutorials opens in a model window. If there is no tutorials for the devices, this tab will not show at all. This tab is the default page when user comes to this 2 of 16 page. Interaction: 1 Tutorial link - This link will take the user to “4.x.x.x Tutorial Page“ 2

7

How Do I? - This module will index important articles under different categories e.g. Basics, Troubleshooting. Individual articles will allow user to be directed to teh article pages. “See all” linkk will take user to “4.x.x.x “more” Template Page”

8

What is the Community Buzzing About? - This module will feature blurb from one of the most recent/relevant thread about this device. It will also index top few links from community specific to this device

9

Most viewed topics - This module will feature links of the articles, community content, videos, tutorials or any other content related to this product. These links will also show the ratings of individual links. The links are auto

10

Services for the Samsung Instinct - The purpose of this module is to provide a quick view and link to all the services compatible to Samsung Instinct. Upon refresh, this module will show only the service categories, compatible to the device. User will be allowed to expand by clicking the categories. Hence the size of the module box will change according to the services shown inside the module. At anytime, services and service categories in this module will only include those which are compatible to teh device.

“See all” link - This link will take the user to “4.x.x.x Tutorial Listing Page“ page 1:03 / 2:45

3

Videos - This module will include videos. Videos are played inside this tab.

< 4

Images: This module will show device specific images same as videos. Instinct - More than Basics Nosto ent luptat, suscilisit wiscilit

FPO

Community

When there is only one document (e.g. pdf for user guide/getting started guide) to be downloaded, the link will be displayed as shown in first screen (with pdf icon) an click on the link will open the PDF in the browser itself in a new window When there are more than one document to be downloaded, the pdf icon will change to down arrow button and clicking on it will open a container (inline expansion) displaying links for individual documents (refer 2nd screen). This interaction applies to all categories inside “Lern about it” (e.g. Download, Known issues, etc.) For other (non downloadable documents) links to articles, the user will be taken to the corresponding article page HTML User Guides will open in a new braowser windows. An icon associated with this will inform user that this link will open in a new window.

This are will include a short overview about the phone (e.g. Samsung Instinct in this case) based on catalog feed.

Support for Sprint Customer with the Phone number

Or just view the phone selector

Samsung Instinct

(xxx) xxx - xxxx Samsung Instinct

(xxx) xxx - xxxx Motorola i580

Just pick a phone type Search Select Manufacturer

Support

Select Phone Model

You’re seeing support specific to the

The BlackBerry Curve 8350i smartphone has taken "mobile" literally, touring from coast to coast to show folks how easy it is to get Work. Done. [Smarter]. ...read more

» Billing » Payment » Usage » Plan » Profile » Upgrades

5

Thanks to everyone that participated in yesterday's live forum event with Tim and John. There is some reset the context good information posted and I encourage everyone interested in iDEN and NDC to take a moment to read through ...read more

Exclusive Super Bowl XLIII Benefits for Sprint Customers

Learn more

» Linkie doo the lorem » Another link

Get device-specific support

Devices

Sprint's Super Bowl content is now available on NFL Mobile Live in a centralized Web page, "Super Bowl Select the manufacturer to especially for wireless handsets. ..read Go OR more sort the list of devices below

Select a Phone by providing formatted Sprint CustomerXLIII," Phone Number

Select the device

c

When you sign up for autopay, your payment automatically gets deducted from your checking account or charged to your debit or credit…

Account Owner

1

ercipsum dunt Get device-specifi c support

I want to:

More about accounts

Autopay enrollment

Learn more

Select a phone from your account Support for Sprint Customer with the Phone number

Go Sprint.com | Business | Find a Store | About Us | Contact Us

» Discussions » Blogs » Groups » Ratings & reviews » Let’s Talk

This is support home page, which can be accessed from global navigation. The state of the user in unauthenticated and unknown. Customer can come to this page by clicking “Support” from global navigation or “Overview” from secondary navigation within “support”.

Lorem ipsum dolor sit amet. Duipit ver sequis alisim qui

Accounts Learn more Show us what device you have so we can give you more personalized support. a

Read this thread

Community areas

20 of 53 Find support by identifying your phone or device

Find support by identifying your phone or device

Search Support Module’s Behavior

Get device-specifi c support ! Alert title

Samsung Instinct

Iquis nonsequat praessim nullan henibh ex etum am at, sequipsusto od eugue venim from here or from your phone.

Learn aboutso all the of your withpersonalized support topics, tutorials, videos and community Show us what device you have wecapabilities can give youphone more support.

4

Tips >

Search

Show us what device you have so we can give you more personalized support.

3

Message edited by Angry Customer on 03-06-2009 01:53 PM

4.2.1 Device Profile (Unauthenticated)

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Version 1.50 published June 24, 2009 by PrAdYot rAi (prai2@sapient.com)

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Wireframes You’re seeing genericSupport support for all devices.

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Overages

International Text messaging “Well, it does depend on how you send a text...”

Alternative flow: 1. Allow user to choose manufacturer of the device 2. Display the list of phone 3. If user finds his phone, set/reset the context, or guide him to a place where he can locate his device

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Primary flow: 1. Enter Sprint PTN number (User) 2. Show the device selected or guide him to choose his device (System) 3. If device is found through PTN, confirm that the device is correct, or guide him to choose his device 4. When device is selected, set/reset the phone context

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4.0 Support Landing (User Unauthenticated & Device unknown)

Phone Context Selection Use Case: Choose device by Sprint PTN User wants to choose the device for which he is looking for support. User can do one of the following --

Learn how to use voice-guided, turnby-turn driving directions, maps, traffic alerts, and one-click rerouting - to get you wherever you need to go.

5

ut voloreet nostrud tem zzriure Alerts, Fixes, Downloads - This module will show sprint pushed content. It core vel ullut prat will not appear will there is no content in the module • Alerts configurable • If no alerts exist for device module will not be displayed • Tutorials Ability to define a publish andImages expiry date of the content Videos

6

Learn about it- This moduleCalling displays key links specific to device. The internationally interaction for user guides is shown from thebelow. U.S. For other links, such as Technical Specifications, Downloads and Known Issues, user will be directed to the article pages. HTML User Guides will open in a new browser window.

9

Interaction: 3

Authenticated • state: List of Topics displayed in this section will be configurable for each

device Checkbox for allfiltering • By default links categorized as “Topics” attributed to a device will be displayed

4

“Learn about it” drawer module interaction When there is only one guide to be downloaded

User Guide

Mobile web » Web surfing

Phone & video » Picture Mail » Photobucket » Video<Mail Text & Chat » Texting » Instant messaging » Mobile chat Phone & video » Sprint Navigation » Sprint Family Locator Phone & video » Games » Sprint TV® » Music

There there is more than one guide to download

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User Guide

» »

Personalize & entertain

» Sprint Mobile Email Work

Show services included in my plan - This option is only available when user in authenticated. Upon, this selection, the list of categories will refresh to reflect only those services which are 1. compatible to the device, 2. subscribed in the account plan “See all” link - This link will take the user to “4.x.x.x Tutorial Listing Page“ page

There there is more than one guide to download

User Guide

» Traveling internationally with your phone » Texting internationally 1:03 / 2:45 Device user guidefrom the U.S. Phone & video » Sprint Mobile Sync Samsung Instinct User Guide Phone & video » Sprint Mobile Sync Admin Family Locator Guía de Usuario» Sprint del Samsung » Roadside Rescue Phone & video Instinct » Parental controls » Sprint Mobile Email » Radio » Movies

Instinct - More than Basics Nosto ent luptat, suscilisit wiscilit ut voloreet nostrud tem zzriure core vel ullut prat

» Explore more Samsung Instinct Phone & video

Phone & video » NFL Mobile Live » NASCAR Sprint Cup MobileSM

» Total Equipment Protection » In-store service » Self-service » Upgrade & recycle

Phone & video » Voice-activated dialing » Sprint 411 » Calling internationally from the U.S.

Intervational services » Total Equipment Protection » In-store service » Self-service

Download » Check for updates » Sprint Media Manager <

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INFORMATION ARCHTECTURE

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Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

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Sprint - Self Service “Tools” SEARCH Global Tools Functionality

5 / 34

Version 1.3 published July 05, 2009 by Nate Burgos & Prady Rai (nburgos@sapient.com, prai2@sapient.com)

Answer Center Module: Flow A Scenario: Device (User Unauthenticated) This illustrates the sequence of screens constituting the Answer Center Module when the user activates the sequence and progresses through it until final action.

Starting Screen

Second Screen

Following Screen

Closing Screen

Dependencies - Display of Answer Center relies on key word entered by user in the Search form field.

Progression - Answers are open. When user selects an answer, the Answer Center module dynamically displays the next question (Following Screen).

Progression - The user’s previous answer will display as a checkmarked line item, with the option for the user to edit, and next question will display.

Dependencies - Display of closing screen relies on answer to prior questions whose selected answers display as a chronological stack of line items, with the option for the user to edit.

Entry point - Display of Answer Center module is triggered by activating Search.

Contextual search results - Selecting a final answer to a step will change the quality of results which display underneath the Answer Center module.

If a user clicks on the Edit link, the row expands and displays the previously answered question and the Edit link changes to Cancel. If a new answer is selected, the next question will adjust. If the original answer remains the same, the user clicks on the Cancel link and proceeds to the next step.

Activation - When user clicks on Start link, the Answer Center module is engaged.

Global Tools Functionality

Version 1.3 published July 05, 2009 by Nate Burgos & Prady Rai (nburgos@sapient.com, prai2@sapient.com)

Progression - When user clicks on a selected answer, the Answer Center module dynamically displays the next question.

P-Search Module continued

Most Recommended Articles - These links with descriptions display underneath the completed list of answered questions. Content for this section is populated according to previous list of answers and overall subject matter.

If main topic of Tech Support is selected, standard messaging, cross-user type, displays instructing the user to directly contact Sprint. User authenticated

Contact Sprint - When user clicks on Chat link/icon, a modal window will display. When user clicks on Email, an in-line form will display.

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Global Tools Functionality

This flow (User Authenticated) illustrates the sequence of screens constituting the two-step P-Search Module when the user activates the sequence and progresses through it until final action. It displays as a new window.

Scenario: During business hours (User Unauthenticated) Sprint.com | Business | Find a Store | About Us | Contact Us

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If email is activated from either the Answer Center or Contact us modules, first step displays. User is instructed to provide subject header. There is a notification of predictive search recommendations to help inform user’s issue.

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After activation, direct one-to-one interactions between the user and Sprint specialist are displayed in chronological order.

When Chat is exited, a dialog message displays to let go or confirm action.

If exiting Chat is validated, view of one-to-one interactions disappears. A confirmation message displays with a link to close modal window.

User is prompted to provide minimal data requirements of Name and Email before activating Chat.

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Version 1.3 published July 05, 2009 by Nate Burgos & Prady Rai (nburgos@sapient.com, prai2@sapient.com)

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Version 1.3 published July 05, 2009 by Nate Burgos & Prady Rai (nburgos@sapient.com, prai2@sapient.com)

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2.0 World Bank work sample


10

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

User Research & Analysis DATA FOCUS GROUP

Focus Group

3

|

How They Use “Data”

The primary objective was to understand the demand of World Bank Data from consumers perspective and their consumption patterns. This was used to redesign worldbank’s open data website “data.worldbank.org”

DATA FOCUS GROUP

Riccardo takes World Bank data and adds it to his organization’s (Development Gateway) database of development data, while promoting us as a source and providing a link back to our site. He says 25% of his job is pulling WB data and validating it in “his” environment. He is most often looking for country project data and would like to see a more aggregated project database, because he typically searches by project ID and sometimes it’s difficult to find what he’s looking for, especially on joint-managed projects.

Sasha comes for information on humanitarian law, as well as country briefings, project data, and a wide variety of reports and analysis: What is the WB doing here and what do they think about a particular issue? He typically uses Google to access the site because he finds it faster. Sasha says he is interested in Bankgenerated documents such as country strategy documents and thematic strategy documents, and uses them to assess the assistance needs of a specific country. He is also interested in identifying gaps.

Lindgren typically visits the site to answer a specific question or look for a specific statistic to use in his work (Department of Energy).

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1

Focus Group Overview

4

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Sarah visits the site for Doing Business, WDI (she relies heavily on these), CPIA surveys, IDA eligibility, country policy research, WB operational policy, methodological research, to answer broader research questions, validate a rumor or check the source of information, and for historical data. She uses thousands of indicators to produce a country scorecard that the Millennium Challenge Corporation keeps in a database for use in research.

Luke uses WB data to supplement presentations within his organization (Rights and Resources Initiative). He also uses the site to look up staff and contact information, to find environmental policy information (namely via the forest/carbon portal). He is also typically looking for governance information, poverty data, indicators and basic economic information.

David aggregates information and data for his staff at USAID. He says he uses 82 data sources on a regular basis and lists the Bank as “#4 or #5.” He disseminates information to his unit and makes it available on his group’s intranet site. He regularly refers to the Global Development Report. He also checks for information on what the WB is thinking (he says he also tries to discern this). He has the WDI bookmarked.

DATA FOCUS GROUP

Topline Findings – Themes Content Organization - Navigation & Browsing

Objectives The primary objective was to understand demand of World Bank Data from a user’s perspective and their consumption patterns.

Research Questions

Methodology

1. Why do you come here (WorldBank.org)?

1. One group session with 6 participants was conducted at World Bank office in Washington, DC on January 25, 2010

2. How do you get here (WorldBank.org)? 3. What do you access? 4. How do you use what you find? 5. What do you like/not like about WorldBank. org?

2. The group was presented with the questions above and asked to answer and discuss their experiences

6. What other sources do you use (top 2-3)? o What do you access there?

Users look for data within the context of a particular country or topic in mind

“I have a theme or a country in mind, usually both. I’m not sure, if I go by selecting the country, if I’m going to get that theme that I’m looking for”

When looking for World Bank data and/or content, all users said typically: o Start with Google search (type in Country + whatever topic looking for)

Some users indicated that they tried using the top navigation to find what they were looking for, but were unclear where they might find it

o Access via previously bookmarked page

“I’ll also try and guess at the top horizontal menu. (Michael: how does that work for you?) Not too well”

o Type in URL

“I bookmark directly to WDI online”

“I’m not sure where the overlap is [between data and research]…I sometimes come across, stumble upon, a dataset that was part of a research study. I appreciate that it was left there because it’s valuable.

“I generally go to WorldBank. org and search by country.”

o What makes it useful?

“The grey bars across the top [top navigation], I don’t always find intuitive and so the only one I use is ‘Countries’.”

2

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DATA FOCUS GROUP

DATA FOCUS GROUP

Visualizations of data as preview prior to downloading

Riccardo de Marchi Trevisan

Alexander Gupman (Sasha)

Development Specialist, AiDA manager

Country Assistant Officer, Kosovo, and Assistant to the Coordinator

Development Gateway rdemarchi@dgfoundation.org 202-460-5586

Office of the Coordinator of U.S. Assistance to Europe and Eurasia, Department of State GupmanAM@state.gov

Following list of feature/functionalities ought to be factored in as User Experience Requirements for enhancing experience for Data subsection -Faceted search/search results ♦

Ability to rank search results based on various matrics (ratings, viewed, WB suggested, etc.)

Ability to provide metadata to inform, e.g. “Last updated…” or “Date modified” indicators on results

Ability to group search results, as against showing 100s of possible results to pick from. (e.g. Facebook)

Ability to provide filters, sort and advanced search options as they relate to Data, Research and other content

Millennium Challenge Corporation rosese@mcc.gov

Ability to provide WB managed search results as part of the overall search results

Personalization/Customization

Sarah Rose

David Colin

Lindgren Carroll

Senior Economist, Economic Analysis and Data Services Team

Analyst, Energy Information Administration

USAID dcolin@usaid.gov 703-778-2631

“FAO has these charts that sort of appear as you select your countries and your dataset so you don’t have to download the spreadsheet, you can just get a glimpse of data beforehand…it’s appealing because you can get an example of what you have in mind.”

Development Policy Officer

Lucas Bailey (Luke) Rights and Resources Initiative Lbailey@rightsandresources.org 202-470-3899

7

List of Features/Functionality

Focus Group Participants

Associate, Policy Analysis

|

Department of Energy Lindgren.Carroll@eia.doe.gov 202-586-4190

Ability to surface functionality/content for user based on profile (saved info.)

Ability to customize experience based on user selections (e.g. iGoogle)

Ability to provide web widgets which user can subscribe/customize for his content needs on protals of his choice (e.g. iGoogle)

Ability to organize “browse” or “navigation” around user needs & mental model

Improved Content Model ♦

Ability to provide improved metadata to

inform users about the content ♦

Ability to aggregate/filter all documents based on states (e.g. new, updated, etc.)

Ability to provide a (profile) page for each domain (e.g. country, topics, authors, data, project, etc.) with all related/crosslinked artifacts

Alerts/Notifications/Feeds ♦

Ability to provide “Notify Me” on each level (e.g. country, data, documents, etc.) at certain events (e.g. on updates)

Data Visualization as preview of datasets or reports ♦

Ability to provide capability to visualize datasets before user decides to download

Social Media: ratings and comments on search results, documents, content, etc. ♦

Ability to allow user-generated tagging, comments, and other web 2.0 features

Ability to allow ratings/reviews at all levels - datasets, research papers, publications, search results, etc.

Card Sort During a number of Working Group sessions convened to discuss the web redesign, a theme emerged indicating some confusion around “global” level navigation labels and organization. In pursuit of architecting the best navigation structure that is meaningful and useful to users visiting Worldbank. org, the team is commissioning research in the form of a card sort to identify appropriate labels for navigation as well as patterns in how users expect to find content.

of 54


11

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Conceptual Design/Modelling Conceptual Model & Site Organization

Country - Navigation & Wayfinding

7 of 16

Version 0.50 published June 30, 2010 by Geoffrey Shott, Pradyot Rai (gshott@worldbank.org, prai2@sapient.com)

Country - Navigation & Wayfinding

5 of 16

Version 0.50 published June 30, 2010 by Geoffrey Shott, Pradyot Rai (gshott@worldbank.org, prai2@sapient.com)

Home navigation The concept of “Home” in World Bank’s web is two fold --

Conceptual Model for User Experience The overall experience of WorldBank.org is catered to two basic user’s need --

2.

C

From the multi-lingual utility, when user selects a different language , he/she is presented with the language version of the home page. This is maintained as language context all through the experience unless user switches the language to something else.

USER ENTRY POINTS

Facade which caters to an “entry point” experience by surfacing the right information and helping users find the right information, and

Español | Français | Русскии | ‫ | ىسراف‬日本

Your World. Your World Bank

WHO WE ARE

A

B

DATA

C

RESEARCH

COUNTRY

EXTERNAL REFERRAL

TOPICS

Multi-lingual feature -- this tool allows user to switch language on the site. When user clicks one of the “language”, he/she is taken to the language’s home page, from where every content accessible is available in the language selected. This feature only support six corporate languages - English, Spanish, French, Russian, Chinese, Arabic. Global Search feature - allows user to search anything in WorldBank.org. This feature is accessible from everywhere in the site and is different than the sectional search available at other parts of the site.

Customized Content

Million | | Population LENDING & 00.00 ADVICE

WHO WE ARE

Country Flag

Rep of Congo Cote d’lvoire Equ Guinea

Cape Verde C. African Rep.

South Asia

Eritrea

FEATURED

WHO WE ARE

LENDING & ADVICE

|

Partnerships

|

DATA

RESEARCH

|

|

RESULTS

China

Mali

Guinea-Bissau

Mauritania

Kenya

Mauritus

Mozambique

Nigeria Rwanda ST & Principe Senegal

|

D

TOPICS

COUNTRIES

NEWS & VIEWS

Customized Content

Search

WHAT”S NEW

PROJECT

Million | | Population LENDING & 00.00 ADVICE

GO

RELATED

imuscienis nulleni hillaturia et| ullaborit, utVIEWS dolupisit volecup Context TOPICS DATAAceriss | RESEARCH | RESULTS NEWS & COUNTRIES Country Assistance Strategy NEWSLETTER tassus, cumque nonsedit laboribus. Ellam net aut volorum il excero Strategy  Comment(s) (12) East Asia and Pacific Newsletter Chinese Economic Report Regions Angola Ethopia idellupta qui Lesotho Mozambique quia venessed quam, quasChad poreApril cores ex enducil 00.0 % Results GDP growth Africa 13, 2010 Benin Comoros China & World Bank: More Gabon Liberia Namibia Description vollestis que rest vendeli dignatis. busdae illabo. ulparibus Overview » Partners 00.0% Botswana Cooperation on Global Issues DR of Congo East Asia and pacific Inflation Niger The Gambia Madagascar Nulparum que nis dollaccum inctur moluptatiat. Ximoles Rep of Congo PRESS RELEASE Burkina Faso Europe and Central Asia More Partnerships Nigeria in Global Ghana Malawi Resume Reforms to Maintain alibus mi, culpa nit, sunt. Read More » Burundi Cote d’lvoire Latin america & caribbean Finance Rwanda Guinea Strong Growth Says Review of Mali Development Camroon Equ Guinea This page in: English | Français | Español | ‫ﻱﺏﺭﻉ‬ Middle East Asia andGuinea-Bissau Pacific EconomiesMauritania ST & Principe View all Projects » East & North Africa Cape Verde Eritrea South Asia April 03, 2010 Kenya Senegal Mauritus C. African Rep. PROJECT MAP 1 of 3 FEATURED REPORT

Title donec placerat nullam nibh dolor $000.00 Billion

GDP

[Contact Category] [First, last name] Email Us »

alibus mi, culpa nit, sunt. Read More »

Namibia Niger Nigeria Rwanda ST & Principe Senegal

+

 Comment(s) (12)

THE WORLD BANK МЕЖДУНАРОДНЫЙ БАНК Description vollestis que rest vendeli busdae illabo.

Mozambique

China: Wuhan Second Urban Highlights Need for Quarterly Update Transport Project Español | Français | Русскии | ‫ | ىسراف‬日本 Tighter March 23, 2010Policies to Manage Risks LOAN CREDIT

Title donec placerat nullam nibh dolor

Customized Content Search Поиск ПОЙДИТЕ The World Bank’s economic update hightlights the need for GO tighter View all What’s New » policies to address China’s macro risks and welcome a renewed

focus on grew 8.7 percentage СТРАНЫ ТЕМЫin TOPICS ВОЗ МЫ КРЕДИТОВАНИЕ И& СОВЕТЫ | РЕЗУЛЬТАТЫ | НОВОСТИ ДЫeconomy WHO WE| ARE | LENDING ADVICE | | ДАННЫЕ DATA || ИССЛЕДОВАНИЕ RESEARCH | RESULTS | structural NEWS & reforms. VIEWS ИThe COUNTRIES View all Research & Analysis »

People

Partnerships

RESEARCH DOCUMENTS

PROJECT DETAILS

WORLDBANK EVENTS

$26 billion (5%) Active Bank projects

More Partnerships »

PROJECT

Country - Navigation & Wayfinding

...

Global Navigation is accessible from everywhere in worldbank.org. It has two states and fly out menu options for each of the domains. The two states represents context of where the user is at any given point. User can click on any of the menu item to go to the respective section landing page -

...

Public Information Center [First, last name] Website »

E

This state of the global navigation is shown to the user when he is on the WorldBank.org (home) or when the page he is at is unresolved.

F

This state is representative of an instance when user is inside the domain - “country”. When user navigates to “Country” this state represents the domain. This will also be the case when user is referred from an outside resource with the content which falls inside “country” domain. This state represents the fly out menu which appears when user mouse over the “Country” menu. This utility allows user to select the country from the global nav, without leaving the page. Up on mouseclick, user will be taken to the selected Country Landing Page. Fly-out menu’s for other site sections - TBD.

Proposed Bank projects

[Data]

Start of Bank partnership

[Data]

Title donec placerat nullam nibh dolor[Data] Total Bank investment  Comment(s) (12) OVERALL LENDING

[Country] Contacts

$250 billion (95%) Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum inctur moluptatiat. Ximoles PROJECT alibus SEARCH mi, culpa nit, sunt. Read More » View all Projects »BANK THE WORLD МЕЖДУНАРОДНЫЙ БАНК

Ulpute diam del inimStrategy vullan Country Assistance ullamconse Chinese Economic Report [# Comments] Diiam del inim vullan April 13, 2010 China & World Bank: More ullamconse doloborercin Cooperation on Global Issues Luptatur, simaio blantio PRESS RELEASE Title vollestis que More Partnerships in Global rumquatur sam, escienderci Resume Reforms to Maintain rest vendeli Español | Français | Русскии | ‫ | ىسراف‬日本 Development Finance Strong Growth Says Review of Eprae sero consequatus dolo [Author] [Author] NEWSLETTER [Month][Day], [Year]

East Asia and[Month][Day], Pacific Economies [Year]

Your World. YourМеждународный World Bank Ваш мир. Ваш банк Advanced Search | View all Projects » REPORT

April 03, 2010 [# Comments]

Español | Français | Русскии | ‫ | ىسراف‬日本

3

PROJECT MAP

Search Поиск

ПОЙДИТЕGO

Español | Français | Русскии | ‫ | ىسراف‬日本 [First, Last Name]

inctur moluptatiat. Ximoles alibus | Title RESULTS | rest NEWS & VIEWS COUNTRIES vollestis que vendeli

WHO WE ARE

Title que& VIEWS | Title RESULTS |vollestis NEWS PHOTO GALLERY vollestis que rest vendeli COUNTRIES

THE WORLD BANK |

LENDING & ADVICE

THE WORLD BANK

PORFOLIO Your World. Your World Bank Regions

G

IN-DEPTH

EVENTS

Your World. Your World Bank Description vollestis que rest vendeli busdae illabo. CO2 emmisions (metricque tons capita) inctur moluptatiat. Ximoles Nulparum nisper dollaccum WHO WE ARE | LENDING & ADVICE | DATA RESEARCH alibus mi, culpa nit, sunt. Read More » | Your World. Your World Bank View all Research & Analysis »

DATA

|

|

RESEARCH

Customized Content

March 23, 2010

[Event Type]

View all What’s New » [Month][Day], [Year]

TOPICS ТЕМЫ

Search

GO

Español | Français | Русскии | ‫ | ىسراف‬日本 Description que nis dollaccum

TOPICS

mi, culpa ni. More »

Customized Content

Search

View Larger »

vendeli [Month][Day],rest [Year]

TOPICS

[COUNTRY] MOST POPULAR

H

Image shows the fully expanded Banner. This state will appear only on the “country” landing pages. User will have utility to close the module to the state shown next.

I

This state represents the banner when it is either closed by the users, or as it appears on all other country core pages. User will have the ability to switch it open/expand.

J

This version of the banner is used in the template pages which serves content from other domains (non-country content). Example - Project Detail Page, News Articles, Research Paper, etc.

Customized Content

EVENTS

vendeli busdae illabo. Nulparum que nis dollaccum.

vendeli busdae illabo. Nulparum que nis dollaccum.

vendeli busdae illabo. Nulparum que nis dollaccum.

vendeli busdae illabo. Nulparum [Month][Day], [Year] que nis dollaccum.

Read More »

Read More »

Read More »

[Event Type] Read More

Country Flag WHO WE ARE

GDP & ADVICE LENDING

Aceriss imuscienis nulleni hillaturia et ullaborit, ut dolupisit [Event Type] $000.00 Billion volecup tassus, cumqueTitle nonsedit laboribus. net aut vollestis que rest Ellam vendeli NEWS & VIEWS RESEARCH DATA volorum il excero quia venessed quam,News quas pore cores 00.0 % Search Data & Statistics illebro Search Reseachblodae & Analysis [Month][Day], [Year] Overview » Blogs References & Tablesex enducil idellupta qui ulparibus dignatis.

Our Focus GDP growth

Product and Services 00.0% Inflation Projects

Leadership Organization & Affiliates

Country Lending

Public Outreach

Procurement

Events I

Project Evaluations

China

Analysis Tools & Tables Research & Analysis

Publications & Products

About Our Data

About Our Research

Context COUNTRIES

Strategy TOPICS Results

More at flickr Governments

Stay Connected

Investors

Embargoed News for the media

Media 1 of 3

IFC

©Title 2009Lorem The World Bank, dolor All Rights Title ipsum sitReserved.

amet, consectetuer.

Description vollestis que rest vendeli Nulparum You arebusdae here illabo. Countries que nis dollaccum.

MIGA

ICSID

EVENTS | PUBLICATIONS | STORE

Stay Connected | Fraud & Corruption Hotline | Contact

Lorem ipsum dolor sit amet, consectetuer.

Title Lorem ipsum dolor sit amet, consectetuer.

Title Lorem ipsum dolor sit amet, consectetuer.

Title Lorem ipsum dolor sit amet, consectetuer.

Description vollestis que rest que nis dollaccum.

Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum.

Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum.

Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum.

Read More »

Read More »

Read More »

vendeli busdae illabo. Nulparum / [Country]

THE WORLD BANK GROUP       IBRD IDA

IFC

You are here / [Country] Legal | Site Map | Countries Job & Scholarship Opportunities | Get Involved |

MIGA

ICSID

Read More »

EVENTS | PUBLICATIONS | STORE

Stay Connected | Fraud & Corruption Hotline | Contact

© 2009 The World Bank, All Rights Reserved.

A

2 worldbank.org home (Chinese)

worldbank.org home (English)

Multi-lingual content & nav model

A

Language List Page

WHO WE ARE

LENDING & ADVICE

DATA

RESEARCH

NEWS & VIEWS

Mission

Our Focus

Search Data & Statistics

Search Reseach & Analysis

News

History

Product and Services

References & Tables

Leadership

Projects

Organization & Affiliates

Country Lending

Data Publications & Products

Public Outreach

Procurement

Events

Project Evaluations

Analysis Tools & Tables Research & Analysis Publications & Products

About Our Data

COUNTRIES TOPICS

Blogs Multimedia

Resources for:

Get Involved

Civil Society

Stay Connected

Governments

Embargoed News for the media

Investors

One of the biggest challange to WorldBank user experience is diversity of its content and it’s appeal to the global audience. To meet the WorldBank’s redeisgn goal, team needed to architect a model which can serve to multi-lingual audiance. About Our Research

People

RESULTS

Jobs & Scholarships

Media Tecahers & Students

Annual Reports

User enters the English language version of worldbank.org and clicks on “Chinese” from the global language bar. The page refreshes with only Chinese language content.

THE WORLD BANK GROUP       IBRD IDA

IFC

Legal | Site Map | Job & Scholarship Opportunities | Get Involved |

MIGA

ICSID

EVENTS | PUBLICATIONS | STORE

Stay Connected | Fraud & Corruption Hotline | Contact

© 2009 The World Bank, All Rights Reserved.

B

User selects “Countries” from the main navigation.

You are here

Countries / [Country]

THE WORLD BANK GROUP       IBRD IDA

Selects the China country site from the list.

IFC

Legal | Site Map | Job & Scholarship Opportunities | Get Involved |

MIGA

ICSID

EVENTS | PUBLICATIONS | STORE

Stay Connected | Fraud & Corruption Hotline | Contact

© 2009 The World Bank, All Rights Reserved.

From the China home page the user clicks on a feature story and is taken to the feature story content type detail page.

A

Country List Page (Chinese)

B

User clicks on French and the detail page retains the Chinese language in the main wrapper but the core content of the content type changes to French.

Light Version Country Page

Language Aggregate Page

This page in: English | Español | Français | Русскии | ‫ىسراف‬

Scenario3

D

User enters the English language version of worldbank.org and clicks on the arrow from the global language bar. and is taken to the language list page.

E

C

China Country Page (Chinese)

Content Type Detail Page (Chinese)

Content Type Detail Page (Chinese, French)

Mode 2: Collapsed state.

Tecahers & Students

Drawers not available.

China

THE WORLD BANK GROUP       IBRD IDA

Read More »

Mode 1: Fully expanded.

Civil Society

Get Involved

RESULTS

Jobs & Scholarships

Legal | Site Map | Job & Scholarship Opportunities | Get Involved |

User enters worldbank. org via typing in url

ST & Principe Senegal

Resources for:

View all Events »Multimedia

Data Publications & Products

IN-DEPTH People

J

Rwanda

User can use the arrow button to expand or close the drawer. This expand/close drawer functionality will push the content and module on the page below.

Overview 

Annual Reports

User enters the English language version of worldbank.org and selects “Countries” from the main navigation.

Nigeria

ТЕМЫ TOPICS

Read More » PHOTO GALLERY [COUNTRY]

00.00 Million

History

ST & Principe Namibia Senegal Niger

[First, Last Name] [Title] Search Поиск ПОЙДИТЕGO [Profession]

mi, culpa busdae ni. Moreillabo. » vendeli Nulparum que nis dollaccum. View all Experts »

» Title vollestis que rest vendeli [Month][Day], [Year]

Mission

Niger Nigeria Rwanda Mozambique

Español | Français | Русскии | ‫ | ىسراف‬日本

View all What’s New »

Your World. Ваш мир. Ваш YourМеждународный World Bank банк COUNTRY DATA

China

Namibia

EXPERT

[# Comments]

THE WORLD BANK БАНК МЕЖДУНАРОДНЫЙ

COUNTRY-AT-A-GLANCE You are here Countries / [Country] Population

Mode 2: Fly-out Menu. Hoverover state. Mozambique

Eprae sero consequatus dolo [Author] Customized Content Search Поиск ПОЙДИТЕGO [Month][Day], [Year]

Title Lorem ipsum dolor sit Title Lorem ipsum dolor sit Title Lorem ipsum dolor sit Title Lorem ipsum dolor sit Title Lorem ipsum dolor sit Description que nis dollaccum СТРАНЫ ТЕМЫ TOPICS ВОЗ МЫ КРЕДИТОВАНИЕ И& СОВЕТЫ | | ДАННЫЕ | РЕЗУЛЬТАТЫ | НОВОСТИ И ДЫconsectetuer. WHO WE| ARE | LENDING ADVICE DATA consectetuer. || ИССЛЕДОВАНИЕ RESEARCH | [Event RESULTS | NEWS & VIEWS COUNTRIES CO2 emmisions (metric tons per capita) amet, consectetuer. amet, amet, consectetuer. amet, amet, consectetuer. Type] inctur moluptatiat. Ximoles alibus Description vollestis que rest Description vollestis que rest Description vollestis que rest Description quevendeli rest Description vollestis que rest Title vollestisvollestis que rest H

Mode 1: Fly-out Menu. Closed State.

GO

View all Experts » Español | Français | Русскии | ‫ | ىسراف‬日本

BLOGS [Event Type]

Customized Content Angola Chad [Author] Ethopia Lesotho Search Mozambique GO China: Lending by Volume in Millions of US Dollars on [Country] [Month][Day], [Year] Africa Benin Comoros Gabon Liberia Namibia [Event Type] [# Comments] Botswana DR of Congo East(5%) Asia and pacific VIEWED $26 billion The Gambia Madagascar RATEDNiger TOPICS vollestis que vendeli Active |BankDATA projects | [Data] WHO WE ARE | LENDING & ADVICE RESEARCH | Title RESULTS | rest NEWS & VIEWS COUNTRIES Burkina Faso Rep of Congo Europe and Central Asia Ghana Malawi Nigeria blodae illebro [Data] Ulpute diam del inim vullan Proposed Bank projects Burundi Cote d’lvoire Title vollestis que Latin america & caribbean [Month][Day], [Year] Regions Guinea Mali Rwanda Angola Chad Ethopia Lesotho Mozambique ullamconse doloborercin Camroon Equ Guinea rest vendeli [Data] Middle East & North Start of BankAfrica partnership Africa Benin Verde Comoros Guinea-Bissau ST & Principe Gabon Liberia Namibia Cape UlputeMauritania diam del inim vullan [Author] ViewEritrea all Events » South Asia Botswana DR of Congo East Asia and c [Data] Mauritus Senegal Total pacifi Bank investment The Gambia ullamconse Madagascar Niger C. African Rep. [Month][Day], Kenya [Year] Burkina Faso Rep of Congo OVERALL LENDINGEurope and Central Asia More at fl ickr Ghana Malawi Nigeria [# Comments] Diiam del inim vullan Burundi Cote d’lvoire $250 billion (95%)Latin america & caribbean ullamconse Guinea Mali doloborercin Rwanda Camroon Equ Guinea Middle East & North Africa ST &Principe Guinea-Bissau Mauritania | Français | Русскии ‫ىسراف‬ | 日本 Luptatur, simaio Title vollestis que Español 1blantio of 3 | Cape Verde Eritrea South Asia rumquatur sam, escienderci Mauritus Senegal PROJECT SEARCH rest vendeli Kenya C. African Rep.

СТРАНЫ ВОЗ МЫ КРЕДИТОВАНИЕ И& СОВЕТЫ | РЕЗУЛЬТАТЫ | НОВОСТИ WHO WE| ARE | LENDING ADVICE | | ДАННЫЕ DATA || ИССЛЕДОВАНИЕ RESEARCH | RESULTS | NEWS & VIEWS И ДЫ COUNTRIES

Purpose of the banner is to inform the user about the domain he is in. This banner also provides a snapshot of key information about the context, e.g., when in country this shows the snapshot information about the country. Following are the key parts of the banner --

Scenario1

EXPERT Customized Content

LOAN CREDIT

[Country] Newsletter Keep up with the current developments Subscribe Now »

8 of 16

East Asia and Pacific Newsletter

Advanced Search | View all Projects »

Page Banner

Multilingual Strategy

RATED

Ulpute diam del inim vullan

ullamconse doloborercin RELATED

View What’s New WHO WE| ARE |donec LENDING ADVICE DATA || ИССЛЕДОВАНИЕ RESEARCH | China: RESULTS | »NEWS & VIEWS И ДЫ [Title] COUNTRIES Title placerat nullam nibh dolor СТРАНЫ ВОЗ МЫ КРЕДИТОВАНИЕ И& СОВЕТЫ | | ДАННЫЕ | all РЕЗУЛЬТАТЫ | НОВОСТИ Wuhan Second Urban  Comment(s) (12) THECOUNTRY WORLD Transport Project DATA BANK [Profession]

E

11 of 16

Version 0.50 published June 30, 2010 by Geoffrey Shott, Pradyot Rai (gshott@worldbank.org, prai2@sapient.com)

VIEWED

Title vollestis que vendeli

WHAT”S NEW rest

Your World. Ваш мир. Ваш YourМеждународный World Bank банк

Country - Navigation & Wayfinding

MOST POPULAR

[# Comments]

[Data]

+

WORLDBANK PEOPLE

rest vendeli

Tags : Financial[Author] Crisis, Infrastructure, Agriculture, Microfinance on [Country] [Month][Day], [Year]

China: Lending by Volume in Millions of US Dollars

[Partner]

DATA SETS

2009 and GDP growth is forecast...Read More » BLOGS View Larger » Title vollestis que Resolution Press Release | Report | High Graphs | Video

PORFOLIO

THE WORLD BANK БАНК МЕЖДУНАРОДНЫЙ

Country List Page (English)

One of the biggest challange to WorldBank user experience is diversity of its content and it’s appeal to the global audience. To meet the WorldBank’s redeisgn goal, team needed to architect a model which can serve to multi-lingual audiance.

C

Press Release | Report | High Resolution Graphs | Video

Your World. Your World Bank

WHO WE ARE

Country Flag

News & Views

G

The user is now viewing the Chinese country site entirely in the Chinese language. All content and navigation are in Chinese.

Multi-lingual content & nav model

Namibia Niger

THE WORLD BANK

[Partner]

COUNTRY-AT-A-GLANCE

[Country] Contacts

F

User clicks on link to the Vietnamese country site and is taken to a light content country page.

Malawi

More Partnerships »

Your World. мир. Ваш YourМеждународный World Bank банк Nulparum que nis dollaccum inctur moluptatiat. Ximoles Subscribe Topics Now » Ваш

Global Navigation

Chooses a non-corporate language, such as Vietnamese, and is taken to an aggregate page displaying only content for Vietnamese.

Madagascar

Guinea

Tags : Financial Crisis, Infrastructure, Agriculture, Microfinance Español | Français | Русскии | ‫ | ىسراف‬日本

[Partners]

Data [Country] Newsletter

WORLDBANK INITIATIVES

From the page level language controls the user chooses lto view the site in one of the available languages.

The Gambia Ghana

Customized Content Search Поиск ПОЙДИТЕ The World Bank’s economic update hightlights the need for GO tighter policies to address China’s macro risks and welcome a renewed News & Views Your World. Your World Bank Customized Content economy Search GO focus on grew 8.7 percentage СТРАНЫ ТЕМЫin TOPICS ВОЗ МЫ КРЕДИТОВАНИЕ И& СОВЕТЫ | РЕЗУЛЬТАТЫ | НОВОСТИ ДЫ COUNTRIES WHO WE| ARE | LENDING ADVICE | | ДАННЫЕ DATA || ИССЛЕДОВАНИЕ RESEARCH | RESULTS | structural NEWS & reforms. VIEWS ИThe People 2009 and GDP growth is forecast...Read More »

[Contact Category] [First, last name] Email Us »

Scenario2

Mozambique

Results Namibia Partners Niger Nigeria Rwanda ST & Principe Senegal 1 of 3

THE WORLD BANK

Project & Programs

Version 0.50 published June 30, 2010 by Geoffrey Shott, Pradyot Rai (gshott@worldbank.org, prai2@sapient.com)

Selects the “Chinese” language country site from the list

GO

Strategy

Quarterly Update Highlights Need for Español | Français | Русскии | ‫ | ىسراف‬日本 Tighter Policies to Manage Risks Español | Français | Русскии | ‫ | ىسراف‬日本

THE WORLD BANK БАНК МЕЖДУНАРОДНЫЙ Ваш мир. Ваш банк Your World. YourМеждународный World Bank

Topics

Keep up with the current Research developments

NEWS ARTICLES

1

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Burkina Faso Europe and Central Asia Burundi Latin america & caribbean Camroon This page in: English | Español | ‫ﻱﺏﺭﻉ‬ Middle East| Français & North Africa

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China Home

When user gets to the main content area, the navigation, tools and utilities are more contextual to the content being presented. This is to allow user to access information without distraction, as well as making the page navigation optimized to all different entry points.

Search

COUNTRIES

NEWS & VIEWS

Español | Français | Русскии | ‫ | ىسراف‬日本

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...

...

|

THE WORLD BANK

There are two utilities included in the header -

...

...

RESULTS

Data

D

OPERATIONS

|

Project & Programs

WORLDBANK.ORG

ABOUT

RESEARCH

|

Your World. Your World Bank

Research

BOOK MARK, FEEDS, SUBSCRIPTION

DATA

COUNTRY-AT-A-GLANCE

Global Utilities

As illustrated here, the home page and sectional landing pages caters to the entry point from worldbank.org. These pages presents the global nav, sub nav, tools & utilities to make content discovery more efficient.

|

China

FRONT DOOR

Navigational model, page structure, tools & utilities as they apply to the two modes are designed differently with the user’s main goals in mind.

Customized Content

LENDING & ADVICE

|

China Home

Consumable content (or content topic), which facilitates user’s end goal -- consuming the information

C

THE WORLD BANK

A

China Home

These two modes facilitate the optimum experience to all types of user segments -- casual wanders, frequent users, and specific content need users.

In Bank’s case this model was arrived by looking at various user research, to organize content to provide optimum entry point experience to all types of experience.

The sectional/domain home - this link appears on the banner of the site sections, e.g., Country, Topics, Data, etc. Users will be able to access the sectional home from anywhere on the section. In this example -- user can access China Landing Page from anywhere in the China site by clicking “China” from the banner.

Locating & identifying the right information, Consuming & staying on top of the information

From the above goal in mind, the overall WorldBank. org experience model is designed into two distinctive set 1.

Home as worldbank.org - by clicking to the logo & home icon from the global header, user will be taken to www.worldbank.org. Users will be able to access the home page from anywhere on the site.

B

-

1. 2.

A

-

The conceptual model (otherwise called top-down, outside-in model) looks at the users need to organize content & functionality. This appoach also balances the need of various segments of users, such as, power users who comes with specific tasks in mind, casual wanderers who wants to be informed/learn/research, and firm’s own employees in the field.

The model we arrived at is very unique to meet the needs of its global audience. This model utilizes the multi-lingual content, IP and country identification, to factor is developing a unique navigational and content model to serve not each of the geographies, but also individual and unique languages. Most of the global websites uses the country domains to publish content in their predominnat languages. For example, IKEA, Vodafone, Apple all cater to content by countries, in their predomincant (one) language. But WorldBank allows the users to find the content in various set of languages as well as specific to their geography.

The model we arrived at is very unique to meet the needs of its global audience. This model utilizes the multi-lingual content, IP and country identification, to factor is developing a unique navigational and content model to serve not each of the geographies, but also individual and unique languages. Most of the global websites uses the country domains to publish content in their predominnat languages. For example, IKEA, Vodafone, Apple all cater to content by countries, in their predomincant (one) language. But WorldBank allows the users to find the content in various set of languages as well as specific to their geography.

of 54


12

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

of 54

Information Architecture S te Map

Content Mode

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WHAT’S NEW

Español | Français | Русскии | ‫ | ﻯﺱﺭﺍﻑ‬日本

THE WORLD BANK Your World. Your World Bank

WHO WE ARE

Customized Content

LENDING & ADVICE

|

DATA

|

RESEARCH

|

|

RESULTS

|

Search

GO

Español | Français | Русскии | ‫ | ﻯﺱﺭﺍﻑ‬日本

THE WORLD BANK Your World. Your World Bank

Customized Content

COUNTRY-AT-A-GLANCE

WHO WE ARE

Country Flag

Million | | Population LENDING & 00.00 ADVICE

$000.00 Billion

GDP

Search

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Regions Angola Ethopia idellupta qui Lesotho quia venessed quam, quasChad pore cores ex enducil 00.0 % GDP growth Africa Benin Comoros Gabon Liberia ulparibus dignatis. Overview » 00.0% Botswana DR of Congo East Asia and pacific The Gambia Madagascar Burkina Faso Rep of Congo Europe and Central Asia Ghana Malawi Burundi Cote d’lvoire Latin america & caribbean Guinea Mali Camroon Equ Guinea This page in: English | Español | ‫ﻱﺏﺭﻉ‬ Middle East| Français & North Africa

Inflation

China Home

Cape Verde C. African Rep.

South Asia

China Home

Eritrea

Project & Programs

THE WORLD BANK БАНК МЕЖДУНАРОДНЫЙ Your World. Your World Bank Ваш мир. Ваш Международный банк

Topics

FEATURED

Guinea-Bissau

Mauritania

Kenya

Mauritus

Strategy Mozambique

Mozambique

Results Namibia Partners Niger Nigeria Rwanda ST & Principe Senegal 1 of 3

Namibia Niger Nigeria Rwanda ST & Principe Senegal

Customized Content Search Поиск ПОЙДИТЕ The World Bank’s economic update hightlights the need for GO tighter policies to address China’s macro risks and welcome a renewed

News & Views

focus on grew 8.7 percentage СТРАНЫ ТЕМЫin TOPICS ВОЗ МЫ КРЕДИТОВАНИЕ И& СОВЕТЫ | РЕЗУЛЬТАТЫ | НОВОСТИ ДЫeconomy WHO WE| ARE | LENDING ADVICE | | ДАННЫЕ DATA || ИССЛЕДОВАНИЕ RESEARCH | RESULTS | structural NEWS & reforms. VIEWS ИThe COUNTRIES 2009 and GDP growth is forecast...Read More »

People

Tags : Financial Crisis, Infrastructure, Agriculture, Microfinance

[Partners] [Partner] More Partnerships »

WHAT”S NEW

PROJECT

[Country] Contacts

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Public Information Center [First, last name] Website »

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Country Assistance Strategy

NEWSLETTER

East Asia and Pacific Newsletter

 Comment(s) (12)

[Contact Category] [First, last name] Email Us »

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Chinese Economic Report

April 13, 2010

China & World Bank: More Cooperation on Global Issues

PRESS RELEASE

BLOGS

PORFOLIO

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China: Lending by Volume in Millions of US Dollars

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RATED

The above images shows another construct of same Content Module (Press Release) as a unique Component. In this Module, user is exposed to some additional elements of the Press Release. For example, instead of focusing on the short description (body text) of the press release, this module brings emphasis on the Video attached to it. Also, rather than taking user directly to the Press Release (as the earlier Module did), this module additionally allow user to view the “video”, Slide show, Reports associated with the Content Type.

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DATA

RESEARCH

NEWS & VIEWS

DATA Search Data & Statistics

RESEARCH Search Reseach & Analysis Search Reseach & Analysis Analysis Tools & Tables

News Blogs

Our Focus Product and Services

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History Leadership

Product Projects and Services

Leadership Organization & Affiliates

Projects Country Lending

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Mission History

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Country Lending Procurement

Public EventsOutreach

Procurement Project Evaluations

Events People

Project Evaluations

Analysis & Tables ResearchTools & Analysis Research & Analysis Publications & Products Publications & Products About Our Research

About Our Data

About Our Research RESULTS

People Jobs & Scholarships

RESULTS

Jobs & Scholarships Annual Reports

THE WORLD BANK GROUP       IBRD   IDA    IFC    MIGA    ICSID THE WORLD BANK GROUP       IBRD   IDA    IFC    MIGA    ICSID Stay Connected | Fraud & Corruption Hotline | Contact

Stay Connected | Fraud & Corruption Hotline | Contact

Resources for:

Get StayInvolved Connected

Civil Society Governments

Stay Connected Embargoed News for the media Embargoed News for the media

Governments Investors Investors Media Media Tecahers & Students Tecahers & Students

EVENTS   |  PUBLICATIONS   |  STORE

EVENTS   |  PUBLICATIONS   |  STORE

Countries / [Country] Countries / [Country]

THE WORLD BANK GROUP       IBRD   IDA    IFC    MIGA    ICSID THE WORLD BANK GROUP       IBRD   IDA    IFC    MIGA    ICSID Legal | Site Map | Job & Scholarship Opportunities | Get Involved |

Stay Connected | Fraud & Corruption Hotline | Contact

© 2009| The Reserved. Legal SiteWorld Map Bank, | JobAll& Rights Scholarship Opportunities | Get Involved |

Stay Connected | Fraud & Corruption Hotline | Contact

The above images shows a construct of a Content Module. Which describes what Content Components can be surfaced to the user.

EVENTS   |  PUBLICATIONS   |  STORE

EVENTS   |  PUBLICATIONS   |  STORE

© 2009 The World Bank, All Rights Reserved.

The above images shows a construct of a page which is made up of Content Modules (such as, What’s New, Featured, Country/Data, etc.) & UI Widgets (such as “Navigation”, “Page Tools“, “Bread crumbs” etc.). Page template definitions allows inclusion of various modules.

[Title of feature story that could wrap to two lines] English [

F03v1

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13 of 73

Version 1.0 published September 15, 2010 by Geoffrey Shott, Sunil Shrivastav

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54 of 73

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Version 1.0 published September 15, 2010 by Geoffrey Shott, Sunil Shrivastav

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Chinese Economic Report China & World Bank: More Cooperation on Global Issues More Partnerships in Global Development Finance S02v1

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FINANCIALS

PROCUREMENT Report Abuse

RESULTS

DOCUMENTS

C19v6

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S06v3

Financing Plan at Board Presentation Get e-mail updates

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View all Share Your Stories »

Commitment for Entire Project (amount in millions) PRODUCT LINE

[Description Faccae pratusa vit, odis earum repe et, id magnimo mo cum faccum qui dem quae porpost, num res delique sin reium.] Read More »

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[Data] LENDING INSTRUMENT

[Data]

IBRD COMMITMENT

[Data] GRANT AMOUNT

[Data]

IDA COMMITMENT

[Data] TOTAL PROJECT COST

[Data]

IBRD + IDA COMMITMENT

[Data]

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FINANCIER

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[CONTENT TYPE]

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Page Type Name

Language Requirements

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Domain

C19v6 Data table

Country

• Pull existing data on projects DB

Template C

E

ML

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PT2 Profile

C19v6 Data table

• Pull existing data on projects DB

VIDEO

[MMM] [DD], [YYYY] PRINCIPAL

AVAILABLE

DIsBURsED

APPROVAL DATE

CLOsING DATE

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

[Data]

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[Data]

[Data]

[Data]

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Larger | View all videos »

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PHOTO GALLERY [COUNTRY]

[Description Faccae pratusa vit, odis earum repe et, id magnimo mo cum faccum qui dem quae porpost, num res delique sin reium ipsantium de dolo optatium resequi si nimporehenis mos qui dem.] More at flickr

Tags: [Tag], [Tag], [Tag]

View all Events »

Financials

Component Guidelines

Title Cras dictum maecenas ut

AMOUNTs IN UsD

Tags: [Tag], [Tag], [Tag]

Tab Label

[CONTENT TYPE]

Status of World Bank Funding for This Project* | Download to Excel

View all [Category] »

27 of 73

[Title] [Subtitle]

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work in [country]. PROJECTNow OVERVIEW Subscribe » C19v6

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7.1.2.1.1 Projects - Financial RSS

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Display (E) English, (ML) Multilingual:

RELATED

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[Commnent vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum inctur moluptatiat. Ximoles alibus mi, culpa nit, sunt est

facerumet molesto quam nos acia evendistis nit eni officia quam Country Designerum Document [Secondary title of project liquam quid molorer que

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(##) Comments

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[ Comments (##)

[Primary title of project liquam quid molorer que ea nistius dia voluptu]

(##) Comments

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[Language] This page | [Language] in:citateEnglish [Language] | [Language] aceaqui offi ne et ad millatio bla nonserum as iligendae porae coriberiae. Iderit modi

PROJECT

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VIEWED

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BLOGs

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Document title vollestis que rest vendeli busdae illabo.

Operations [Country]

[Country]

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[CONTENT TYPE]

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MOsT POPULAR

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PHOTO GALLERY

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[IMAGE TITLE]

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[MMM] [DD], [YYYY] (##) Comments

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[CONTENT TYPE]

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RECENT REsEARCH

RECOMMENDED

Title donec placera nullam nibh dolor que nis dollaccum [Author]

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on [COUNTRY]

[MMM] [DD], [YYYY]

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View all [Category] »

Get e-mail updates on the Bank’s work in

View Larger »

[First Name] [Last Name] [Title of person who provided quote ut ut landundis exeriatqui a verro beatemo luptur arion.]

[Author] (##) Comments

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WORLD BANK

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MULTIMEDIA

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REsEARCH sEARCH

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F02v3

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OPERATIONAL DOCUMENTS

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[Title]

[Description Faccae pratusa vit, odis earum repe et, id magnimo mo cum faccum qui dem quae porpost, num res delique sin reium ipsantium de dolo optatium resequi si nimporehenis mos moluptiun faccum.] Read More »

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FEATURED

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PROJECT MAP

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[Description Faccae pratusa vit, odis earum repe et, id magnimo mo cum faccum qui dem quae porpost, num res delique sin reium ipsantium de dolo optatium resequi si nimporehenis mos moluptiun faccum.] Read More »

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OVERALL LENDING

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[HIGHLIGHT HEADER]

[Data]

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$250 billion (95%)

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Topics

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COUNTRY DATA

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& Debt Summary

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BLOGs

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WHO WE ARE

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[ Comments (##)

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*The financial data in this block are updated on a monthly basis . For more information on World Bank lending by country please visit the Country Lending Summaries site.

View all Research »

Projects Home | Advanced Projects Search | Contract/Contractors Search | Browse | Help/FAQ Disclaimer: Terms & Conditions

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IN-DEPTH

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Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum.

Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum.

Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum.

Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum.

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Display (E) English, (ML) Multilingual:

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Countries / [Country] COUNTRIES

PROJECTS &

PUBLICATIONS

Search Data & Statistics

LEARNING About

NEWS

Mission

News

Online Bookstore

References & Tables

Topics

OPERATIONS

History

Our Focus

Documents & Reports

Leadership

Data Publications & Products

Approaches

Blogs Multimedia

Product and Services

Archives

Resources for:

Get Involved

Projects

Libraries

Civil Society

DATA & RESEARCH

ABOUT

Organization & Affiliates Public Outreach Events

About Our Data

Stay Connected

Search Reseach & Analysis

Embargoed News for the media

Analysis Tools & Tables

People Jobs & Scholarships Annual Reports

TOPICS

Country Lending

Governments

Procurement

Investors

Project Evaluations

Media Tecahers & Students

Research & Analysis Publications & Products About Our Research

Display (E) English, (ML) Multilingual:

Legal | Site Map | Job & Scholarship Opportunities | Get Involved |

Stay Connected | Fraud & Corruption Hotline | Contact

© 2009 The World Bank, All Rights Reserved.

THE WORLD BANK GROUP

IBRD IDA

IFC

MIGA

ICSID

EVENTS | PUBLICATIONS | STORE

Required

Recommended

Optional

Required

Recommended

Optional

Press Release Title vollestis que rest vendeli busdae illabo.

Project Detail

Project Profile Title vollestis que rest vendeli busdae illabo. Transcript Title vollestis que rest vendeli busdae illabo.

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Country Overview Products & Services* Project Lifecycle*

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Policies*

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Procurement* Country Lending Summary* *This content has been identified as unique, but may not constitute distinct content types.

Point to be noted here is that there is only one content type in all of these 3 examples -- but how they transform for the user on the UI is different and driven by UI modules.

Topic

News

Information supplied to reporters or news outlets by the World Bank or associated organizations.

• • • • • • • • • • •

Basic Set: • ID (unique) • Description • Subject • Author • Current Owner • Create Date & Time • Last Modified • Modified by • Region • Countries • Languages • Release/Publish Date • Expiry Date Publishing Set: • Web, Mobile Workflow Set: • Status Type • Status Value • Escalation to • Data Status Change Access Set: • Hierarchy • Category • Sub-category • Audience • Brand

Title Subtitle Body Key Quote Highlights Author(s) City State Country Date Released Date Published (same as released?) Image(s)/Photo(s) Video Reference URL(s) Downloadable File(s) Media Contact(s) More Information links Language Automated modules: Related blogs “Also read...” Most popular

Other Sets: Legal Security/Roles Personalization Intranet/Extranet Social Engagement • Comments/ Ratings Translations

Template Display The content of this type will display within the following templates or formats: •

Full Page

Title, short description, date

Title, date

Title, short description, Media (image, video)

Title, short description, date, thumbnail image

Corporate Information

Sitewide

Data

Press Release

Lending & Debt Summary*

Publication Detail

Monthly Operational Summary** Contracts Awarded Detail** Lending by Volume**

Document

Feature Story

Topic Overview

Commentary

Loans & Credits

m

FAQ

TBD...

Browse List

*This content includes Contacts.

Project Profile* Results Profile* Video

**This content is a direct feed from Projects DB and may not constitute distinct content types.

M

Fact/Statistic

Event

*This content is not oneto-one with Project, but is an aggregate of project information.

Evaluations

Slideshow

Consultations

Blogs *This content may be contained under Project Detail or leverage another content type.

m

Job Opportunities People*

Speech

m Management Elements

Lo um psum - Goa o he Sp n Suppo edes gn was o encou age use s o se -he p and oub eshoo he p ob ems The esea ch be o e buy ng he phone o se v

FEATURE STORY C14v1

This page in:

Country Design Document

Research

Project

+

RELATED

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Componet L brary F03v1

[Language] | [Language]

Enlarge Download [asset]

16 of 46

Visual Elements

Page Temp ate Defin t on

English

Country

SHARE THIS

Con en Type P o ec P ofi e

Definition

• • • • • • • • • • •

This page in:

EMAIL

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Content Domain: News

F01v2

Download | Embed

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Content Type: Press Release

[Country]

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Content Model

C01v1

REPORT

The above images shows yet another construct of same Content Module (Press Release) as a unique Component. In this component, user sees all the possible content elements associated with Content Type.

As shown in the example, “What’s New” module defines what content types (and components) can surface in the module. This module defines asks for Content Type & the its manifestation as a component.

Content Types - by Domain

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SUBSCRIBE TO Elit labor simus, aliandi venda dicatur adi acitatur audae parchil inus est, quassus ut MEDIA LIST quae que ium quibusa dunt il mint eostet, eium quam quam que lissinusciti nobis etus est et plibus cus, con commollabo. Estrum sed ut volest, si omnihil ipit quid et laccabor sitium quam doluptat que dolupta tibeati nobit ut as estrum aut odignatium vero tem niscid exped es apit, cus vel eos ratiaec aepudicia ium dolor as ut antus re consequid et, serum eos mo dolorum quam as nonsequis quae sume et ma quatur?

Version 0.50 published June 30, 2010 by Geoffrey Shott, Jennifer Carswell, Pradyot Rai (prai2@sapient.com)

Lo um psum - Goa o he Sp n Suppo edes gn was o encou age use s o se -he p and oub eshoo he p ob ems The esea ch be o e buy ng he phone o se v

AUDIO

[STATISTIC/GRAPH]

COUNTRIES

Resources Civil Society for:

Through analysis of common elements, this list of thirty content types will be narrowed down to the minimum number of content types needed for all content.

Download | Embed

PRINT

TOPICS

Multimedia Get Involved

© 2009 The World Bank, All Rights Reserved.

You are here

Title of photo vollestis que rest vendeli Download | Embed | More on flickr

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TOPICS COUNTRIES

NEWS News & VIEWS Blogs Multimedia

Annual Reports

Legal | Site Map | Job & Scholarship Opportunities | Get Involved | © 2009| The Reserved. Legal SiteWorld Map Bank, | JobAll& Rights Scholarship Opportunities | Get Involved |

Download | Embed PHOTO

Date

Ulpute diam del inim vullan ullamconse

[Author] [Month][Day], [Year]

Advanced Search | View all Projects »

CO2 emmisions (metric tons per capita)

Title of video vollestis que rest vendeli

[Location] [Name] [Phone Number] [e-mail address]

Feb., 11, 2010

By content domain, this is an exhaustive list of unique content types for Country, again based on concept wireframes with cross-reference to current state.

VIDEO

Media Contacts [Location] [Name] [Phone Number] [e-mail address]

FEATURED STORY

Feb., 11, 2010

MOST POPULAR on [Country]

[# Comments]

[Data]

Proposed Bank projects Start of Bank partnership

OVERALL LENDING

$250 billion (95%) PROJECT SEARCH

COUNTRY DATA

You are here

The scenario described in the figure is achieved by the Content Type definition, which will be illustrated in next couple of pages.

Feb., 11, 2010

Title vollestis que rest vendeli busdae illabo

March 23, 2010

View all What’s New »

-

Shows the construct of a page template (Country Landing). It consists of various modules -- illustration B & C shows two modules where Press Release may appear. Given the form & factor, Content Type (Press Release) definition will include all the elements, described earlier, so that same content type can surface the same content (or same content type) without duplicating the effort. A

+

Description vollestis que rest vendeli busdae illabo. Nulparum que nis dollaccum inctur moluptatiat. Ximoles alibus mi, culpa nit, sunt. Read More » View all Research & Analysis »

DOWNLOADS

[Subtitle of press release cras dictum maecenas ut turpis]

PRESS RELEASE

China: Wuhan Second Urban Transport Project

 Comment(s) (12)

Subscribe Now »

PROJECT MAP

LOAN CREDIT

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developments

Title vollestis que rest vendeli busdae illabo

More Partnerships in Global Development Finance

Resume Reforms to Maintain Strong Growth Says Review of East Asia and Pacific Economies April 03, 2010

REPORT [Country] Newsletter Keep up with the current

Press Release

[Title of press release that can span up to two lines cras dictum maecenas ut turpis]

Title vollestis que rest vendeli busdae illabo

Press Release | Report | High Resolution Graphs | Video

Partnerships

+

This page in: English [Language 1] [Language 2] [Language 3] [Language 4] [Language 5] | >

PRESS RELEASE

Quarterly Update Highlights Need for Español | Français | Русскии | ‫ | ﻯﺱﺭﺍﻑ‬日本 Tighter Policies to Manage Risks

Data Research

GO

imuscienis nulleni hillaturia et| ullaborit, utVIEWS dolupisit volecup Context TOPICS DATAAceriss | RESEARCH | RESULTS NEWS & COUNTRIES

D

[Country]

B

TOPICS

COUNTRIES

NEWS & VIEWS

China

Adjoining figure shows an illustration of how a content type (e.g. Press Release for example) manifests content in various ways through modules or full page displays through template displays. The content type definitions provides the elements and rules by which content can be displayed through the Information Architecture specifications.

D Shows the full manifestation of the Press Release content type -- at least the visual elements which constitutes the Press Release Content Type.. When user navigates from the B Press Release by clicking the title he is served Content as shown in D , which shows all the components specified within the Content Type. However, the same Content Type may manifest in a form which is depicted in module C , which allows users to navigate to just a component of the Content Type.

Current State Content Audit

A

One of the goals of the Content Model is to satisfy the Information Architecture needs - providing a framework to display content dynamically and modularly while maintaining re-usability across the system. This is done through the Content Type definitions which define all the attributes and behavior of the content and serve the Information Architecture modules sitewide.

13 of 46

Version 0.50 published June 30, 2010 by Geoffrey Shott, Jennifer Carswell, Pradyot Rai (prai2@sapient.com)

Bring it all together - how content is displayed

[Month][Day], [Year]

G01v1

Content Model

8 of 46

Version 0.50 published June 30, 2010 by Geoffrey Shott, Jennifer Carswell, Pradyot Rai (prai2@sapient.com)

m

m


13

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

of 54

Visual Design World Bank had spent many months identifying the branding, layouts, and other design elements to arrive at the visual concepts. They required the concepts to be transformed into a framework which can be applied with the CMS system. I helped the visual design vendors to retrofit visual designs with the modular framework arrived with the Information Architects. I also led the creation of styleguide and establishing key standards for frontend development.

Visual Style Guide

MODULAR DESIGN SySTEM

DRAFT THE WORLD BANK Working for a World Free of Poverty

Table of Contents 2 Guiding principles 3 Engaging audiences 4 Organizational model 5 Editorial voice 6 Visual tone 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21

Typography Typography Typography Typography Color usage Imagery Imagery Icons Icons Icons Navigational Elements Navigational Elements Navigational Elements Navigational Elements Navigational Elements

25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52

Template A: Homepage Template A: Example Screen Template B: Landing Template B: Example Screen Template C: Content Template C: Example Screen Template D: Feature Template D: Example Screen Template E: Feature Content Template E: Example Screen Framework Wrapper Masthead Top Navigation Title Bar Side Navigation In-page Language Toggle Footer Modules Feature Modules Primary Feature Primary Feature Primary Feature Primary Feature Highlights List Modules What’s New Blog

53 54 55 56 ----------57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75

Related Experts Events Most Popular Functional Modules Search Page Tools Pagination Comments Calendar Tabs Rich Content Modules Video Maps Graphs Tables Slideshow ??? Photo gallery Stats Content Modules Content Bulleted list Quotes

DRAFT 22 Modular design system 23 24

Grid Structure Templates

Proprietary and Confidential.

MODULAR DESIGN SySTEM

Imagery

Navigational Elements

Primary: red Red is used to announce sections and signal user actions.

76 Example Screens

To ensure ease of use the defined button and link styles should be used consistently across the site.

#9d0909

Primary Gradient

Square imaGeS

r: 157

#850000 to #990000

a. caLL-out Square 156 pixels x 156 pixels

g: 9

A consistent grid is the foundation of the World Bank web site design system.

May 17, 2010

1 About this document

MODULAR DESIGN SySTEM

Color usage The World Bank web site utilizes a limited color palette. The palette is reduced to allow imagery to come forward and content to be easily digested.

Grid Structure

Worldbank.org Redesign Style guide

MODULAR DESIGN SySTEM

DRAFT Secondary: cHarcoaL Gray Charcoal gray is used to define navigational regions.

#4d5146

Secondary Gradient

r: 77

#4d5146 to #5d6056

• Column width: 28 pixels

accent: KHaKi Khaki is used to give emphasis to key content areas.

• Column gutter: 6 pixels

#d9dccf

accent Gradient

r: 217

#e7e8df to #ffffff

DRAFT Proprietary and Confidential.

Proprietary and Confidential.

DRAFT

P.7

Proprietary and Confidential.

MODULAR DESIGN SySTEM

MODULAR DESIGN SySTEM

Templates

Template A: Example Screen

Five core templates have been designed to accommodate varying content needs across the site. Each template defines unique content zones that adhere to the grid.

The Homepage template is divided into three equal content zones. This allows a diverse range of content types to be featured equally.

• Button font is all caps.

• 17 pixel tall x 2 pixel wide divider bar (1 pixel #ffffff + 1 pixel #d9dccf) between action text elements. • Left and Right padding is 10 pixels. • Top padding is 10 pixels.

• Bottom padding is 9 pixels.

• Gutters btw action text and dividers is 10 pixels.

P.12

template d: Feature

B. zone 2 spans 8 columns

The Homepage template is divided into three equal content zones. This allows a diverse range of content types to be featured equally.

The Feature template eliminates the side navigation content zone. Two wide content zones are defined for featured content while a narrow outer right zone is intended for associated content.

c. zone 3 spans 8 columns

Proprietary and Confidential.

P.19

MODULAR DESIGN SySTEM / RICH CONTENT MODULES

Video

A

B

A

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C

a. zone 1 spans 8 columns template a: Homepage

DRAFT • Button font is Arial, 11 point, #660000.

MEDIUM THUMBNAIL: 82x82

SMALL THUMBNAIL / BLOG / ExPERT: 48x48

b: 207

Margins are the space created where two gutters meet.

• Button background uses a gradient of #e1e4d7 that fades to #eff0ec. The gradient starts at the bottom of the button bar and extends to the top edge.

C

g: 220

• Column margins: 12 pixels

• Buttons always contain a 1 pixel stroke of #d9dccf.

B

b: 70

• Grid width: 960 pixels

• 29 pixels tall, and variable width depending on action text.

c. SmaLL tHumBnaiL 48 pixels x 48 pixels 31% of Large Size

g: 81

A

a. tan GraPHic Button BarS

PHOTO GALLERy LARGE: 156x156

B. medium tHumBnaiL 82 pixels x 82 pixels 53% of Large Size

b: 9

The grid is based on 24 equal columns. Each column has a gutter on each side. The total width is 960 pixels across.

A

Persistent elements: • Masthead • Primary navigation

DRAFT template B: Landing

template e: Feature content

The Landing template incorporates a narrow content zone for side navigation. A wide content zone to feature content followed by two narrow content zones for associated content.

The Feature Content template is similar to the Content template, but eliminates the side navigation content zone. A wide content zone is defined for flowing content while a narrow outer right column is intended for associated content.

template c: content

The Content template incorporates a narrow content zone for side navigation, a wide content zone for flowing content and a narrow zone for associated content.

P.23

Proprietary and Confidential.

DRAFT • Footer

P.24

Proprietary and Confidential.

DRAFT MEDIUM VIDEO: 320x240 (4:3 ASPECT RATIO)

SMALL VIDEO: 176x132 (4:3 ASPECT RATIO)

P.26

Proprietary and Confidential.

P.65


3.0 XOHM USER EXPERIENCE STRATEGY & ECOMMERCE


15

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

- April '08 Release NavigationeCommerce & Information Architecture

Shopping Page Flow Activate | Login

Learn

Shop

10

Version 5.1 published February 01, 2008 by Mel Fox (mfox@sapient.com)

Navigation Core UI A

7

eCommerce - April '08 Release

Version 5.1 published February 01, 2008 by Mel Fox (mfox@sapient.com)

Support

Search

Go

Summary UI Components

step 1

step 2

step 3

step 4

step 5

Xohm.com

Hello jsmith

B

My Xohm

Account

Learn

Shop

Support

Log Out

Search

Go Powered by Google

ID

Annotation

A

Open site - prelogin - non authenticated header

B

Shopper - postlogin - authenticated header (used to check order status)

C

4.5 Login or Register Member site - postlogin - authenticated header

E

User come to XOHM.com, Printer friendlyselects header Products or Accessories and Universal footer press Buy Now button

F

Printer friendly footer

D Mail | Calendar | Maps | Locker

C

My Xohm

Account

Hello John Smith, Herndon, VA

Learn

Shop

Support

Log Out

Search

Go

4.5.1 Create Account

4.5.2 Billing & Payment

4.5.3 Shipping Address

4.5.4 Verify Order

4.6 Order Receipt 4 .8 Order Receipt Email

New user Y N

Powered by Google

Existing user

Shipping Address is same as Billing Address

4.0 Login Order Tracking

D

eCommerce - April '08 Release

1024 x 768 Fold Region (varies by browser / platform combination)

E

Xohm.com

1.0

myXOHM

Xohm.com (prospect home page)

0.0

2.0

Account

3.0

Learn

About Us | Contact Us | Become a Partner | Advertising Inquiries

4.0

Shop

5.0

1.0

Support

Learn

2.0

Products

4.2

Shop 2.1

4.1 Policy Š Sprint Nextel. All rights reserved Terms & Conditions | Privacy 4.1.1

F

9

Version 5.1 published February 01, 2008 by Mel Fox (mfox@sapient.com)

Site Map (open site)

Site Map (member site) 0.0

eCommerce - April '08 Release

8

Version 5.1 published February 01, 2008 by Mel Fox (mfox@sapient.com)

Products 2.1.1

Product Details 2.2

Accessories

3.0

Product Details

Accessories

Š Sprint Nextel. All rights reserved

4.1.1

2.1.1

Accessory Details

1024 x 768 Fold Region (varies by browser / platform combination)

Accessory Details

4.3

Partner Products

2.3

Partner Products

4.4

XOHM Access

2.4

XOHM Access

4.4.1

4.5

4.7

XOHM Access Details

Key

Create an Account/Sign In

A

Annotations

1

Functional Specs

<C1>

Content Module

2.4.1

2.5

XOHM Access Details

Create an Account/Sign In

4.5.1

Create an Account

2.5.1

Create an Account

4.5.2

Billing and Payment Information

2.5.2

Billing and Payment Information

4.5.3

Shipping Address

2.5.3

Shipping Address

4.5.4

Review Order

2.5.4

Review Order

4.5.5

Verify

2.5.5

Verify

4.5.7

Email Confirmation

2.5.7

Email Confirmation

Return Policy

2.7

Return Policy

Support

of 54


Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Corporate Website Design

Prospect Marketing Website - Apr '08

Activate | Login

Shop

Support

Search

Go Xohm.com

<C1>

A Devices

+

Lorem ipsum sit amet consectateur..

Access

Lorem ipsum dolor sit amet

Learn

+

Services

Lorem ipsum dolor sit consectateur.

1

Call to action

<C2>

<C3>

B

<C5>

C

Shop

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

G

Become a Xohm Insider

Featured Device

Featured Device

Summary

Activate | Login

Xohm.com homepage

Learn

Shop

Support

Search

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Stay on top of the latest Xohm developments. Click Here.

3

<C6> Ut wisi enim ad lobortis nisl ut aliquip ex ea commodo More.

Annotation

A

Hero space with 3 selectable promos that link to more information or to start flash module. One promo spot will be an interactive demo. (tbd)

B

Brief descriptions of Learn subtopics and links to

C

Brief descriptions to 2 featured products and links to detail pages.

D

‘Going Nationwide’ module

E

Coverage Tracker links to page with information on coverage areas

F

News & Events lead ins with links to articles and landing page

G

Email newsletter sign up module

<C1> A

Marketing Message

B

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

<C3>

Learn <C2> Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat.

Going Nationwide

D

C

Benefits

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl 1024 x 768 Fold Region (varies by browser / platform combination) ut aliquip ex ea commodo More.

D

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Going Nationwide See how the Xohm experience will

Month 00, 2007

expand. Go.

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Am I Covered?

E

Find out if your locat ion has coverage.

Xohm Tomorrow

2 Zip Code

Functional Spec

User Action

System Action

1

Call to action

Clicks

Operates flash module

Month 00, 2007

<C4>

Technology

ID 2

News & Events

Ut wisi enim ad lobortis nisl ut aliquip ex ea commodo More.

3

F

Zip code & Go

5 digits

Become a Xohm Insider

Clicks “sign up”

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

See how the Xohm experience will expand. Go.

Membership

Launches check coverage tool

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Zip Code

Find out if your locat ion has coverage.

<C4> Become a Xohm Insider

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

Zip code and email fields display in a new overlay module

2

Go

<C5> F

G

Coverage now available in following cities

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ID

Annotation

A

Hero space with key marketing message.

B

Images or icons

C

Describes learn sub topics with representative graphics

D

‘Going Nationwide’ module

E

Coverage Tracker links to page with information on coverage areas

F

Become a Xohm Insider module

G

Information on current general coverage areas

0.1_About Us Activate | Login

Learn

Technology

Month 00, 2007

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

Support

Search

<C1>

Who is Xohm?

ID

Functional Spec

User Action

System Action

1

Check coverage link

Clicks

Launches check coverage tool.

2

Zip code & Go

5 digits

Launches check coverage tool.

3

Become a Xohm Insider

Clicks “sign up”

Zip code and email fields display in a new overlay module

Watch

A

About Us

B <C5>

<C3>

A New Vision for the Internet

<C4>

Click here for more.

Become a Partner Intel

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

Xohm Tomorrow

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

1024 x 768 Fold Region (varies by browser / platform combination)

Ut wisi enim ad minim ad veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

Motorola

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

About Us | Contact Us | Become a Partner | Advertising Inquiries

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Key

0.0_Home Page (error 1) Shop

Support

Search

Go Xohm.com

Lorem ipsum sit amet consectateur..

+

Access

Lorem ipsum dolor sit amet

+

Key

1 Functional Specs <C1> Content Module

Learn

ID

Functional Spec

1

Missing required field

User Action

Red field description

Error message with reminder to fill in required field

A Benefits

Required field is highlighted in red

B

Shop Featured Device

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Technology Membership Xohm Tomorrow

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Membership Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Featured Device Sign up for E-mail updates on the latest Xohm developments, like new products and services, special events, when we’ll be in your area and more. Please enter all required information. First Name Mary

Ut wisi enim ad lobortis nisl ut aliquip ex ea commodo More.

Ut wisi enim ad lobortis nisl ut aliquip ex ea commodo More.

*

Email Address

Going Nationwide

2

See how the Xohm experience will

Technology

expand. Go.

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Xohm Tomorrow

About Us | Contact Us | Become a Partner | Advertising Inquiries

1

Zip Code Month 00, 2007 Ut wisiregional enim ad minim Xohm’s trials veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Choose Your Devices

Month 00, 2007

Find out if your locat ion has coverage.

Code Required * Zip

G

Coverage now available in following cities - Lorem ipsum

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos.

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

User Action

System Action

1

Become a Xohm Insider

Clicks “sign up”

Zip code and email fields display in new overlay module

Key

A Annotations

<C7> Sprint wins industry innovation award Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet t.

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Duis autem vel eum iriure dolor in hendrerit in Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

In the News Month 00, 2007

Month 00, 2007 Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More. Month 00, 2007

View News Archive >>

xohm.com ‘Benefits’ secondary page ID

Annotation

A

Page Title

B

Secondary and tertiary navigation with current page indicated.

C

Promotional information module

D

Cross promotions of products and/or access plans; links directly to product/access detail page

E

Xohm Insider email and zip capture

F

Membership pre-screening questions and call to action

G

Information on current general coverage areas

ID

Functional Spec

User Action

System Action

1

Shop link

Clicks

Links to Device page within Shop section

2

Check coverage link

Clicks

Launches check coverage tool.

3

Join Now button

Clicks

Takes user to ‘Activation’ screen

4

Become a Xohm Insider

Clicks “sign up”

Zip code and email fields display in new overlay module

Become a Xohm Insider

Prospect Marketing Website - Apr '08

Device A

Device B

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Lorem ipsum dolor sit amet consectateur More.

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Lorem ipsum dolor sit amet consectateur More.

Activate | Login

Learn

Shop

Support

Search

A News Article Title

<C1>

C

About Us

Ut wisi enim ad minim veniam

Our Company

Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet t.

News Archive

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat,

Get the latest updates: when Xohm will be in your area, new devices and services, special events and more. . Sign up now.

4

Peraque lorenzino

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. dure dicere credit eos.

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur 1024 x 768 Foldlaudatque Region (varies by browser / platform combination) poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos.

Duis autem vei eum dolor in hendrerit

Key

A Annotations

1 Functional Specs <C1> Content Module

<C2> Going Nationwide See how the Xohm experience will

D

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat,

Veteras

Find out how to become a member

Go Xohm.com

Partnerships

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos.

22

0.1.2.2_News Article

News & Events

E

1 Functional Specs <C1> Content Module

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

B

<C6>

D

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

About Us | Contact Us | Become a Partner | Advertising Inquiries

Membership and More

1 Functional Specs <C1> Content Module

Informational module for careers Functional Spec

1

Summary

Contact Us

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos.

A Annotations

Contact us module with link

ID

Month 00, 2007

View all News & Events

Key

F

Become a Partner

Careers

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

Become a Xohm Insider newsletter description and graphic with link to display email and zip code fields.

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

1 Functional Specs <C1> Content Module

Check your coverage

<C3> Shop

2 3

est ubi peccat. veteres ita miratur laudatque poetas, ut nihil, nihil illis 1024 x 768 Foldvidet, Region (varies bySibrowser / platform combination)

Ut wisi enim ad minim veniam, mary@stewart.com ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

I’d like to take part in

1

- Lorem ipsum

Start Simple

Month 00, 2007

*

<C5>

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos.

C

Last Name News Stewart & Events

Shop for devices

Join Now!

Pay as You Go

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl Submit More.

Am I Covered? Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Stay on top of the latest Xohm developments. Click Here.

1) Already have a WiMAX device?

Check your coverage

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos.

promotional space for offers and marketing messages

F

Become a Member!

2) Are you in a coverage area?

Broadband to Go

<C1>

Close x Become a Xohm Insider

Be Part of the Revolution

Go

<C4>

Intro Text Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet t.

Benefits

Featured Event and descriptive content; links to Event detail

D

Month 00, 2007

Search

<C2>

Learn

Hero image with “Who is Xohm?” and video

C

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Support

System Action

Lorem ipsum dolor sit consectateur.

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

Shop

Xohm.com

Services

Benefits

A Annotations

Page Title

B

F

E

View our directory

Annotation

A

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Activate | Login

Xohm.com homepage with ‘Xohm Insider’ overlay in error state.

Call to action

Learn

14

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

Summary

2 Devices

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

1.1_Benefits Activate | Login

Learn

A Annotations

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

Prospect Marketing Website - Apr '08

10

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

Get the latest updates: when Xohm will be in your area, new devices and services, special events and more. . Sign up now.

ID

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Samsung

Prospect Marketing Website - Apr '08

Contact Us

xohm.com ‘About Us’ primary landing page

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

Nokia

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

About Us | Contact Us | Become a Partner | Advertising Inquiries

Interested in a great career?

Summary

E

D

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo.

Our Partners

<C6>

Become a Xohm Insider

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

- Lorem ipsum

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

C

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

3

Go

<C2> Featured Event

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo.

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

View all News & Events

Shop

Xohm.com

Stay on top of the latest Xohm developments. Click Here.

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

19

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

xohm.com ‘Learn’ section primary landing page

- Lorem ipsum

1024 x 768 Fold Region (varies by browser / platform combination)

Prospect Marketing Website - Apr '08

Summary

1

E

Am I Covered?

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

Ut wisi enim ad minim veniam, ullamcorper suscipit lobortis nisl More.

Go

Go Xohm.com

ID

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

Benefits

Membership

16

pg.

13

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

1.0_Learn Landing

0.0_Home Page Learn

Prospect Marketing Website - Apr '08

8

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet t.

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat, Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat, Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat,

1

Am I Covered? Find out if your locat ion has coverage.

<C3> Membership

In the News

Go

Zip Code

<C4> E

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl More.

Month 00, 2007

expand. Go.

G

Become a Xohm Insider

F

Get the latest updates: when Xohm will be in your area, new devices and services, special events and more. . Sign up now.

Summary xohm.com ‘News Article’ detail page ID

Annotation

A

Page Title

B

Secondary and tertiary navigation with current page indicated.

C

News Article with supporting educational links

D

‘Going Nationwide’ module & Coverage tool

E

Brief description of Membership and link to Membership page

F

Become a Xohm Insider newsletter description and graphic with link to display email and zip code fields.

G

In the News article description and links

ID

Functional Spec

User Action

System Action

1

Zip code & Go

5 digits

Launches check coverage tool

2

Become a Xohm Insider

Clicks “sign up”

Zip code and email fields display in new overlay module

Key

A Annotations

2

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More. Month 00, 2007 Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More. Month 00, 2007 Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More. Month 00, 2007 Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More. Month 00, 2007 Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo More.

View News Archive >>

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Duis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat,

1 Functional Specs <C1> Content Module

of 54


17

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Shopping Experience eCommerce - April '08 Release

4.0_Shop_Landing Shop

Support

Search

Go Xohm.com

<C1> A Promo/Product 1

Lorem ipsum dolor sit amet consectateur nonummy lorem ipsum dolor sit amet

1

Select

<C2>

A Promo/Product 1

Promo/Product 2

Promo/Product 3

<C5>

Shop <C3> Products

Become a Xohm Insider

Track Your Order

Stay on top of the latest Xohm developments. Click Here.

B

Select

Product title

Select

Product title

Adipiscing nibh purus id Adipiscing nibh purus id Adipiscing nibh purus id Region (varies by browser / platformipsum. combination) ipsum. Aenean imperdiet1024 x 768 Foldipsum. Aenean imperdiet Aenean imperdiet More More More

1

View all Products

<C4>

Select

1

1

<C6> Partner Products

Shop

Accessories

ID

Annotation

A

Promo/featured product displayed in hero when selected

B

More link takes the user to the Product Detail page

C

View all Products link takes user to Product Listing page

Accessories

D

Sign In link on Track Your Order launches an overlay to enable shoppers to login

XOHM Access

Accessories

Adipiscing nibh purus id ipsum. Aenean imperdiet More View all Accessories

Accessory title

Accessory title

Accessory title

Adipiscing nibh purus id ipsum. Aenean imperdiet More

Adipiscing nibh purus id ipsum. Aenean imperdiet More

Adipiscing nibh purus id ipsum. Aenean imperdiet More

Shop Products

E

View all Accessories link takes user to Accessory Listing page

F

Partner Products module. Content pulled from CMS

G

View all Partner Products link takes user to Partner Products page

Partner Products

Sign In to see the status of your order

ID

Functional Spec

User Action

System Action

Need Additional Help?

1

Select

Presses button

User taken to Product Listing page

800-555-5555

Accessory title

Accessory title

ID

Annotation

<C1>

A

Clicking on Product image or More link, Product Details page opens up in new browser window

1. Create Account

This URL should contain a full URL to the Product Detail page

Accessory title

2. Billing and Payment

Support

Search

Go

Qty 0

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. In commodo lobortis odio. Aliquam et felis eu lectus vestibulum lacinia. Donec commodo lobortis odio. Aliquam et felis eu lectus vestibulum lacinia. More

$19.00

ID

Functional Spec

User Action

System Action

1

Shipping method

Select

User has two options to select: FREE or premium; default value is FREE

2

Buy now

Select

Qty 0

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. In commodo lobortis odio. Aliquam et felis eu lectus vestibulum lacinia. Donec commodo lobortis odio. Aliquam et felis eu lectus vestibulum lacinia. More

Prompts user to login or register

Billing and Payment <C2>

(If the user is already logged in, the buy now button takes the user directly to the ‘Billing & Payment’ page within the purchase path).

State

City Zip

Contact Phone

)

Use my default credit card

2

Use a new credit card for the immediate payment

3

mo.

Security Code ?

Cancel

Qty 0

User Action

System Action

Checkbox - Shipping Address same as Billing Address

Check

If checked the Shipping address step is skipped on clicking ‘Next’

2

Radio Buttons

Check

Existing credit card or new credit card selection

3

Radio Buttons

Check

Major Credit Card selection

4

Tool tip

User hovers mouse over question mark

“How do I find my security code” functionality will be available by tooltip. Text only and not linkable

5

Cancel

Select

Cancels the shopping process and takes to Shop landing page

6

Back

Select

Takes user to previous step by saving the information on the current page

7

Next

Select

Validates the information entered and takes to Shipping Address page (if shipping address checkbox has not been selected - otherwise next step is skipped)

(will only be displayed, for an existing customer with an existing credit card on file)

-

Number

$19.00

Functional Spec

1

We will deduct your credit card automatically

Expiration

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. In commodo lobortis odio. Aliquam et felis eu lectus vestibulum lacinia. Donec commodo lobortis odio. Aliquam et felis eu lectus vestibulum lacinia. More

ID

Payment Information (required)

Credit Card Type

<C5>

This page hosted by AMSS

Select (

Shipping Address same as Billing Address

$19.00 Qty 0

Billing and Payment

Last Name

Address

1

Summary

3. Verify Order

First Name

<C4>

Product Title

Shop

Xohm.com

$19.00

A

year

4

5

Back

6

Next

7

Product Title

Shipping method

UPS 2nd day (FREE)

1

About Us | Contact Us | Become a Partner | Advertising Inquiries

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

G Buy now

About Us | Contact Us | Become a Partner | Advertising Inquiries

About Us | Contact Us | Become a Partner | Advertising Inquiries

Learn

Billing Name & Address (required) Lorem ipsum dolor sit amet, consectetuer adipiscing elit. In commodo lobortis odio. Aliquam et felis eu lectus vestibulum lacinia. Donec commodo lobortis odio. Aliquam et felis eu lectus vestibulum lacinia. More

<C3>

F

Product Title

Activate | Login

Accessories Page This page hosted by AMSS

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Vivamus eget lectus non ipsum convallis convallis. Mauris nunc tortor, imperdiet eu, malesuada et, tempor non, ligula. Praesent massa.Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

A Track Your Order

Summary

<C2>

E View all Partner Products

Go

<C1>

Accessory title

Accessory title

Search

Xohm.com

C Product Title

Support

This page hosted by CMS

Sign In to see the status of your order

D

Product title

Activate | Login

Learn

27

Version 5.1 published February 01, 2008 by Mel Fox (mfox@sapient.com)

4.5.2_Billing_and_Payment (2 credit cards)

Summary Shop Landing

eCommerce - April '08 Release

18

Version 5.1 published February 01, 2008 by Mel Fox (mfox@sapient.com)

4.2_Accessories Activate | Login

Learn

eCommerce - April '08 Release

13

Version 5.1 published February 01, 2008 by Mel Fox (mfox@sapient.com)

2

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

Key

A

Annotations

1

Functional Specs

<C1>

Content Module

Key

A

Annotations

1

Functional Specs

<C1>

Content Module

Key

A

Annotations

1

Functional Specs

<C1>

Content Module

of 54


18

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Support Web Infrastructure Support - April '08 Release

9

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

5.0_Support Landing (member site) Mail | Calendar | Maps | Locker

Shop

Support

Log Out

Search

Go

Summary

Mail | Calendar | Maps | Locker

Member Site - Authenticated Support Landing for ‘Members’ only view

My Xohm

Powered by Google

<C1> Customer Policies

Hero

There are no contract, no fees

A

Xohm offers Location based services Our Fair Use policy.

<C4>

Support <C2>

B

Top Things To Know

Network Coverage Expectations

• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

Going Nationwide

• Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas,

See how the Xohm experience will

E

ID

Annotations

A

Hero drives user into a common support area such as the latest downloads or other prominent support topics

B

Common support issues and links can be featured here

C

All download links provide file size and file type next to link name

D

View links to the sections sub-pages pages

E

‘Going Nationwide’ interactive module incorporating a coverage checker

F

Welcome module to enable users to get back to the Welcome page

G

expand. Go.

• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit

Support by Topic

Support for Products & Services Support

<C5>

Support for Connection Manager Downloads

New Version of Connection Manager Available Download 3 (XX MB)

Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus

credit eos. Interdum volgus videt, est ubi peccat.

C

More

F

D

• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo • Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit

FAQs

• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

View All Account Support Information

2

• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

Support for Devices & Accessories Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, nihil illis comparet, errat. Si advantages nimis antique, si peraque dure dicere credit eos. Interdum volgus videt, est ubi peccat.

Go

1

Connection Manager Devices & Accessories

Products & Services FAQs Service Requests Downloads

Top FAQs driven by support questions to Customer Care hotline number

ID

Functional Specs

User Action

System Action

1

Zip code

Enters 5 digits

Launches coverage check tool

2

Collapse answer

Click link

Hides Answer

800-555-5555

3

Expand in line

Click link

Display Answer inline

<C1>

Go

How tos Troubleshooting Downloads Lorem Ipsum Lorem Ipsum

B Main Features • Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo • Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

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• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit

View All Communication Suite Support

• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

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• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

<C5> Xohm Mail

C

Calendar

Messenger

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Summary Member Site - Summary of Support for Services overview page that lists a limited number of Portal products/services ID

Annotations

A

Sample Communication Suite view containing links to individual Product/Service detail page.

B

Bullet points & text indicating main support issues/features for the Communication Suite

C

Description of individual offerings such as Xohm Mail, etc.

D

Sample Digital Locker view containing links to individual detail page

E

Sample Map view containing links to individual detail page

Key

A Annotations

<C2> Need Help? xxxxx@xohm.com xxx-xxx-xxxx 9-5 M-F

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<C6> Digital Locker

View All

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<C8>

-

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Product X

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+

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<C9> Product Y • • • • •

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+

How tos Troubleshooting Downloads Lorem Ipsum Lorem Ipsum

View All

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+

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• • • • •

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+

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E

Maps How tos Troubleshooting Downloads Lorem Ipsum Lorem Ipsum

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+

+

<C7>

D • • • • •

View All FAQs

Support For Products & Services

Select Xohm Access Plan

• • • • •

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3

Select Manufacturer

A

Communication Suite

Account Management

Need Additional Help?

G

<C7>

Log Out

Search

<C4>

Network Coverage

Having problems with your device or coverage? Create a Service Request

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• Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo

Account Information Login Information Billing & Orders Access & Services Security Center

<C6>

Welcome

videt, est ubi peccat. Si veteres ita miratur laudatque poetas, ut nihil anteferat, illis comparet, errat. Si advantages nimis antique, si peraque dure dicere 1024 x 768 Foldnihil Region (varies by browser / platform combination)

Support For Account Management • • • • •

Support

Jump to Account Section

Zip Code

Find out if your locat ion has coverage.

Shop

<C3>

Support by Topic

Quick Links Check Network Coverage for your Area

<C3>

Hello John Smith, Herndon, VA

Learn

Account

Powered by Google

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• Ut wisi enim ad minim

22

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

5.1.5_Products & Services

Hello John Smith, Herndon, VA

Learn

Account

My Xohm

Support - April '08 Release

How tos Troubleshooting Downloads Lorem Ipsum Lorem Ipsum

• • • • •

How tos Troubleshooting Downloads Lorem Ipsum Lorem Ipsum

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View All

View All

View All FAQs

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

About Us | Contact Us | Become a Partner | Advertising Inquiries

About Us | Contact Us | Become a Partner | Advertising Inquiries

Key

A Annotations

1 Functional Specs <C1> Content Module

Support - April '08 Release

11

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

5.1_Support by Topic (member site) Mail | Calendar | Maps | Locker

Hello John Smith, Herndon, VA

Learn

Account

My Xohm

Shop

Support

Log Out

Search

Go

Summary Member Site - Support page organized by topic

Powered by Google

Support by Topic

<C3>

<C5>

Support

Network Coverage

Support by Topic

Network Coverage Expectations

Network Coverage

Account Management

A

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Check Network Coverage for your area.

Connection Manager Account Management Devices & Accessories Products & Services FAQs Service Requests

<C1>

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Jump to Account Section

<C2> Need Help? xxxxx@xohm.com xxx-xxx-xxxx

Download New Version of Connection Manager Available Download 3 (XX MB)

B

• • • • •

Account Information Login Information Billing & Orders Access & Services Security Center

Annotations

A

Featured topics links to sub-pages within Support by Topic

B

Download latest Connection Manager software

C

Links to most common device pages

D

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Connection Manager

Quick Links

9-5 M-F

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ID

Links to different account support pages

ID

Functional Specs

User Action

System Action

1

Dropdown selection

Select category

Displays corresponding page

Legend

D

View All Account Support Information

<C4>

A

Annotation

1

Functional Specification

C1

Content Modules

Key

A Annotations

1024 x 768 Fold Region (varies by browser / platform combination)

Support for Devices & Accessories

Support for Product & Services

Featured Devices

Featured Services

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• • •

• Lorem Ipsum • Lorem Ipsum • Lorem Ipsum • Lorem Ipsum • Select Service Plan

Lorem Ipsum Lorem Ipsum Lorem Ipsum

C 1

Select Manufacturer View All Device Support

View All Service Support

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

About Us | Contact Us | Become a Partner | Advertising Inquiries

1 Functional Specs <C1> Content Module

Support - April '08 Release

19

Version 5.0 published January 18, 2008 by Mel Fox (mfox@sapient.com)

5.1.3.2_Access & Services Mail | Calendar | Maps | Locker

Hello John Smith, Herndon, VA

Learn

Account

My Xohm

Shop

Support

Log Out

Search

Go

Summary Member Site - Access & Services detail support page

Powered by Google

Support for Access & Services <C3>

<C4>

A

B

Support

Ut wisi enim ad minim veniam

Support by Topic

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Network Coverage Connection Manager

Account Management Billing & Orders Access & Services Devices & Accessories Products & Services FAQs Service Requests Downloads

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<C5> Xohm Access Plans

• Interdum volgus videt, est ubi peccat. • Si advantages nimis antique, si peraque dure dicere credit eos.

Daily Pass Plan A

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Monthly Plans

Jump to Account Section

Lorem ipsum dolor sit amet consectateur nonummy lorenzino.

Plan B

<C2>

ID

Annotations

A

Introductory text

B

Bullet points & text indicating main support issues for Xohm Access Plans

C

Xohm Access plan listing provides a comparison of plans with link back to the ‘Access Plan’ (access & services) page within the Account Section

D

Optional images or icons to aid narrative

• Interdum volgus videt, est ubi peccat.

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<C1> Quick Links

• Lorem ipsum dolor sit amet consectateur.

Ut wisi enim ad minim veniam

C

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What makes our plans different?

E

Top issues are surfaced depending on calls to Customer Care

ID

Functional Specs

User Action

System Action

1

Content Tabs

User selects tab

Tab content area is refreshed to display content associated with the selected tab

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Need Help? xxxxx@xohm.com xxx-xxx-xxxx 9-5 M-F

Plan C

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<C6> Top Questions

D

Manage your access plan(s)

1

<C7> FAQs

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Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat.

E Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat.

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Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat. Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat.

About Us | Contact Us | Become a Partner | Advertising Inquiries

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

Key

A Annotations

1 Functional Specs <C1> Content Module

Terms & Conditions | Privacy Policy © Sprint Nextel. All rights reserved

1 Functional Specs <C1> Content Module

of 54


19

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

of 54

Communicatng “ideas”

GET XOHM

MARKETING CAMPAIGN

ACCESS PLANS

?!

Activate | Support

What’s XOHM | Shop | Community

GO Welcome [Guest]

XOHM will transform life for the better

Login Location [enter ZIP]

Where do I get XOHM

What’s XOHM

MY XOHM

Buy a Membership Plan

Let’s get started!

Activate your Device

Rya Ryan is interested to learn more. He visits XOHM on the web. He bro browsers the product sections and che checks out some cool devices.

Get XOHM Buy a Membership Plan

Activate your Device

XOHM.COM

Am I Covered?

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enter your Zip Code

Let’s get started!

Buy a Membership Plan

SHOPPING

Duis egestas quam ipsum

STEP 1

GO

What’s XOHM | Shop | Community

STEP 1

STEP 2

STEP 4 STEP 5

STEP 2

What’s XOHM | Shop | Community Community-based content

GO

Duis egestas quam ipsum

STEP 5

STEP 1

STEP 6

STEP 2

ZIP

XOHM service option

Bundle

STEP 5

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Community-based content

Password

Ynisl ut aliquip ex ea commodo lorenzino. Interdum volgus videt

View all Products

Forgot your Username or Password? Activate | Support

LOGIN

What’s XOHM | Shop | Community

STEP 1

GO

ZIP

nisl ut aliquip ex ea commodo Lorem ipsum

nisl ut aliquip ex ea commodo Lorem ipsum

Welcome [First Name]

STEP 2

STEP 4

STEP 4 STEP 5

What’s XOHM | Shop | Community Duis egestas quam ipsum

We’re happy to have you on board! We are in the process of setting up your new Service. This is what you should expect

Step 1

Step 2

800-555-5555

Step 3

What to expect

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View all Products

Featured

Products roducts Noki Nokia okia N810 N8 810

... ... ... ... ...

Network Coverage Expectations Going Nationwide Check Network Coverage for your Area See how the Xohm experience will expand. Go.

ZIP

Find out if your locat ion has coverage

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PROVISIONED ON THE NETWORK...

Having problems with your device or coverage? Create a Service Request

You can easily manage your account online ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat.

Service Options

ZIP

Need Additional Help?

You are part of a new wireless experience!

GO

Chicago

GO

Activation

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Store Locator Nokiaa N810

Add to cart

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Add to cart

GO

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ZIP

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x

Login

What is XOHM?

What is XOHM?

XOHM HERE. LIFE BETTER

XOHM HERE. LIFE BETTER

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Username Password

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ZIP

ZIP

Forgot your Username or Password?

LOGIN

Submit

FAQ

Welcome

[First Nam

myXOHM

Submit

FAQ

Products Noki Nokia okia Login N810 N8 810

GO

Store Locator

x

Nokia N N810

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e]

LOGOUT

Ryan finally orders the device and buys the access. He has setup his account and he is ready to go.

Location

[Chicago]

(change)

GO CLOSE

HERO

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GO

Username

XOHM HERE

Duis egestas quam ipsum

Get Started

Password

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ZIP

Forgot your Username or Password?

LOGIN

Submit

FAQ

Widget Widget

Tour the Xohm Portal

SPECIAL OFFERS PROMO

Zip Code

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Chicago

Activation

GO

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enter your Zip Code

ZIP

ZIP

Activate | Support

What’s XOHM | Shop | Community

MY XOHM

Store Locator

WELCOME SCREEN

What’s XOHM | Shop | Community

View all Products

Am I Covered?

Nokia N810

Activate | Support

nisl ut aliquip ex ea commodo Lorem ipsum

GO

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Activate | Support

STEP 6

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Community-based content

STEP 6

GO

Noki Nokia N okia N810 N N8 810

STEP 3

STEP 5

Ut wisi enim ad minim veniam, quis nostrud

tation ullamcorper suscipit lobortis Ut wisi enim ad minim veniam, quis exerci nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip commodo Lorem nonummy ipsum nisl ut aliquip ex ea commodo Lorem ipsum dolorex sitea amet consectateur lorenzino. Interdum dolor sit amet consectateur nonummy

XOHM HERE

Location [Chicago] (change)

Products roducts

STEP 1

STEP 3

LOGOUT

Chicago

View all Products

Featured

Duis egestas quam ipsum

STEP 2

Accessories

NEXT

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Accessories

Devices

STEP 4

STEP 6

Activation

Bundle

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x

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas,

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas, Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas.

Service Options

STEP 3

STEP 5

STEP 6

Device Deals

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ZIP

Events

FIND OUT

Activation

STEP 4

Username

Activate | Support

Community-based content

STEP 6

STEP 6

STEP 3

Already have a login? Sign In using your existing account

Nokia kia N810 0

STEP 4

content

STEP 5

XOHM service option

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Chicago

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GO

STEP 3

STEP Community-based 4

STEP 3

MY XOHM

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Products cts

Community-based content

STEP 1

Activate | Support

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GO

Activation

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GO

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Chicago

Activate | Support

STEP 3

GO

STEP 1

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STEP 2

Upgrade Access

GO

STEP 2

Activation Activate | Support

What’s XOHM | Shop | Community

Nokia ia 0 N810

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videt, est ubi

lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque e poetas, poe SIGNUP

Events

Activation

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Offers to you!

commodo Lorem ipsum

dolor sit amet consectateur

NEXT

GO

Activate | Support

What’s XOHM | Shop | Community

Activation

Chicago

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nisl ut aliquip ex ea

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Congratulations!

Chicago

What’s XOHM | Shop | Community

ACTIVATION PATH

UPGRADE

ZIP

NEXT

exerci tation ullamcorper

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Answer 3

EVENT

Activate your Device

Activate | Support

ADDITIONAL PURCHASE

Answer 1 Answer 2

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XOHM HERE. LIFE BETTER

XOHM HERE. LIFE BETTER

[Key selling proposition #]

ZIP

Ryan stumbled on the XOHM roadshow team and was explained about coolest internet service -- XOHM

WIMAX-ENABLED LAPTOP RECOGNIZES THE XOHM SERVICE

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[Key selling proposition #]

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Buy Membership

Get XOHM

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[Key selling proposition #]

ZIP

We have a range of offers to suit your needs!

What’s XOHM | Shop | Community

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ZIP

FIND OUT

Community-based content

XOHM HERE. LIFE BETTER

Wireless Internet Broadband

What is XOHM? FAQs

XOHM Wireless Internet Broadband What is XOHM?

Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo Lorem ipsum dolor sit amet consectateur nonummy lorenzino. Interdum volgus videt, est ubi peccat. Si veteres ita miratur laudatque poetas,

XOHM HERE. LIFE BETTER

x

x

x What is XOHM? What is XOHM?

What is XOHM?

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Buy Access Activate a Device

Let’s get started!

xo H M

Register your device!

Buy a Device PLAY

XOHM will transform life for the better PLAY

xx x

Activate

Get Started

Widget

Network Coverage Expectations

my Account

ENJOYS XOHM’S SERVICE OFFERING

XOHM HERE. LIFE BETTER. Account Management

Top Support Topics Watch the video testimonials.

Internal Upsell Advert XOHM Confidential.

XOHM Confidential.


Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

UX Strategy / Vision

20

pg.

of 54


Sallie Mae, Online Loan Application

6 of 10

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Persona 1 - Borrower Derrick Brown 21 years old, Male, Boston, MA

Sallie Mae, Online Loan Application

5 of 10

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Stakeholder Interviews Stakeholder interviews are an important step in Sapient’s Discovery phase They help us understand the business goals, derive the design objectives and gather high level requirements from all parts of the organization They also help gain broadbased support and buy-in for the program, which eventually helps product adoption and lowers organizational resistence Sapient conducted stakeholder interviews early in the Discovery phase and posed key questions to multiple stakeholders across Sallie Mae

Who We Interviewed... Team

Stake

Heidi Banfer and team

Brand

Cecelia Dwyer and team

Marketing & Sales

Brian Walsh and team

Credit Originations

Ken Olson and team

Loan Product Mgmt

Deborah Sather and team

Call Center

Troy Standish and team

Servicing

Patty Peterson and team

Collections

Dana Albertini and team

Bank

Bridget McCabe and team

Legal & Compliance

Michelle Elkins and team

Loan Origination

Jonathan Ward

Web Channel

Eric Woodall

eCommerce

Charlie Rocha

Marketing & Sales

“Be the bedrock for the future” Volume

• Minimize exceptions • Increase pull-through rate to 25 % • Minimize drop-off rates

Profitability

• Segment service level based on predictive modeling • Promote self-service • State of the art systems that are flexible and adaptive to product set growth

Quality

• Deliver against brand promise • Communicate value proposition, benefits and rewards • Support optimization and cross / up selling opportunities

PROJE CT WIN

Credit

Renee Mang

What We Asked... What are your top goals?

How do you measure the sucess of those goals? How will redesign contribute to your goals?

“Puts us back in position in the market”

Integrated, Unified System

Customer Satisfaction

• Application, class systems, mainframe talk to each other so that data can be used by different departments • Put a structure in place that can be leveraged to build on top

Modeled Around the User

• Positive customer feedback • Fewer customer phone calls • Increase in web applications

“I need the money to go to college now.”

• Minimize drop off rates Efficiency

• Reduce the process time • Reduce credit risk

• Make the system intelligent

• Reduce the reputation/compliance risk

• Maximize segmentation modeling, use trending

• Reduce exception

• Targeted messaging and presenting dynamic text/content • Render on any device from anywhere

Less Challenging Interface

124 k+

Education Level

College

Technology Use

Uses his laptop for schoolwork as well as to keep up with friends on Facebook. Plays games online, watches videos on YouTube, buys items online, downloads music, uploads photos, and chats with friends online. Carries a mobile phone, listens to music on an iPod.

Measure of success...

“Be the bedrock for the future” • Integrate the Borrower and Co-Signer process

Parents are separated, he lives with his mother and older sister

Household Income

Cost

Sallie Mae Online Loan Origination Redesign

• Acquisition can drive down the cost and increase the volume

Interests

Plays soccer and basketball. Hooked on video games and Wii.

Goals

Would like to complete a Masters in Robotics

1 of 25

Version 1.0 published January 04, 2010

User Experience Best Practices

• Better Navigation

Derrick is a Senior in Mechanical Engineering, specializing in Robotics, at Boston University in Massachusetts He lives with his mother, a Nurse Practitioner, and his older sister, a High School Teacher His father runs a printing business in a neighboring town

Behavior Web savvy. Possesses little financial experience and awareness Financially dependent Less prepared, conducted minimal research on the loan application process He likes there to be some user assistance, similar to the help he gets from Apple Tech Support At times, he prefers to call someone as he thinks the responses provided by a Chat session seem to be canned and pulled from a knowledge base – they lack the personal touch of talking to an actual person However, he thinks the Live Chat with a real person is cool

USER RESEARCH Conceptual Model

Derrick knows that his parents will help him with the loan application, and he wants to be done withSallie it Mae, Online Loan Application Version 1 published January 11, 2010 soon He knows little about the process The college expectations event he attended with his mother provided some information His aunt recommended Sallie Mae to his Contemporary, easy to follow loan application mother and she decided to work with them since she process Does not want to be smothered with too knows them to be a safe and reputable organization much information and legalese. Since his mother fills out everything, he would like it to present enough Derrick knows his mother will research and complete explanation and instruction if she needs it at any point everything about the loan herself – she always wants Likes the Apple website’s ease of use and interaction to make sure everything is right He hopes that it Would like to complete everything online quickly Does will be easy for her to follow and will provide all the not want this to be time consuming, as he particularly information she needs so that he doesn’t have to go dislikes numerous pages and steps looking for it. They both would find it useful to see a breakdown of expected costs like the cost of living, boarding, etc , so they have a better idea of actual costs. In previous years they were surprised to find out how many additional expenses they did not factor into their planning

Sallie Mae Online Loan Origination Redesign

• Reduced cost to originate the loan

• Fewer disclosures • Improved and unified Login functionality, Profile, Activity Center

‘The Hasty Borrower’ – Prospective undergraduate student wanting to get a loan to complete college

• Improve Combo flow, must recognize CoSigner initiated flow

Objectives

STEP 1 : Basic Information

STEP 2 : Loan Application

• Borrower’s Information • Address Information • School Information

STEP 3 : Results

• Loan Amount • Employment Information • Financial Information

Digital Communication Consent

Borrower or Cosigner

Entry Points

14 of 14

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI Contact (prai2@sapient.com)

Would like the process to be as simple and fast as on Enters the other sites where he spends his time He wants to Application be done with this process quickly

• Application Results • Additional Information • e-Signature

CONCEPTUAL MODELING & SCENARIOS DEVELOPMENT

Disclosures & Consent

Product Selection

Schools Search Engines

User Experience Goals

SallieMae com

Ease of Use

Relationship Building

• Quick, simple, intuitive process with fewer steps

• Present the personal face of Sallie Mae to the user

• Educate, inform, help and guide the user along the way

• Start the conversation

PROJECT PITCH / CONCEPT Timothy Hynes

Expectations of the Future System...

Business Goals

Family

Customer Engagement Initiatives • Lifecycle approach to the customer base • Relationship-type pricing • Determine best option for the customer

VISION & G OAL

Partners Other referral sites (e g simpletuition com)

SETTING

Needs Calculation

TEGY UX STRA

• Empower the user to make the right decision by selecting options based on their needs

Web site T&C Privacy Policy Cosigner Information

Cost of Attendance

User identity Verified

Confirmation & Next Steps

Sign-in

• Personalization • Prevent users from making mistakes

Abandon task

How will it impact your organization?

Abandon task

Your personal objectives? Critical success factors? What Sallie Mae needs to do to be successful? and many more

Activity Center Start / Restart Application

Get back to the OLA

Sallie Mae, Online Loan Application

Get back to the OLA

16 of 22

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Scenario 1: Borrower OLA experience

STAKEHOLDER INTERVIEWS

School Information Website Terms & Cond Privacy paragraph

Borrower

Name (First, MI, Last, Suffix) E-mail Primary phone # Citizenship DOB SSN, Verify SSN

Personal Info

NeXT

ACCePT

Wants to go through the loan application by himself

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- Your Smart Option Loan

1

Basic Information

Loan Application

2

Chat Now Nuestras operadoras estan para ayudarles en vivo y al momento.

Click to chat

Cosigner

Last Name

All the agents are currently busy. Average waiting time is 3:45 min.

Suffix (Optional)

None

E-mail us

Primary Phone

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

I prefer Sallie Mae to contact me via: Cell

___-___-____

Any - decide based on urgency

Other

*

Electronic Communication & Consent - Loan Application and Solicitation Disclosure Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod

Electronic Delivery Consent Disclosure Loan Application and Solicitation Disclosure

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Website terms of use Privacy Policy

References

Loan Application and Solicitation Disclosure

Date of Birth

MM /

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

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DD

/

Electronic Communication Disclosure & Consent

YYYY

Sallie Mae and the Patriot Act Social Security Number

XXX -

XX

-

Confirm Social Security Number

XXXX

XXX -

XX

-

XXXX

NeXT

Permanent Address

CoNTINUe

Click to chat

Other

___-___-____

Other

e-Signature

LEARN MORE

?

Month

Year

Due to the finac a cr s s o 2008 and subsequent y government ntervent ons Sa e Mae ound tse n a un que y cha ang ng pos t on t s ma n source o revenue edera student oans were taken over by the edera agenc es wh ch orced Sa e Mae to aunch a new bus ness mode n th s negot at on Sa e Mae dec ared tse to become ndependent and re nqu sh GSE Government Sponspred Enterpr se status

n my eadersh p as User Exper ence Lead the team ana yzed Sa e Mae s market research and bus ness strategy to art cu ate a un que user exper ence mode to de ver des gn wh ch can became a mode or Sa e Mae s enterpr se product deve opment We ut zed nterna aud t user centered apprach and best o the bread trends to mode the new user nter aces or the Pr vate Loan Or g nat on Product

n th s new deve opment Sa e Mae rea zed that t has to grow the new market or ts pr vate student oans and ocus more on the customer dr ven strateg es to compete w th b g banks n the a ready crowded market

$

Website terms of use Privacy Policy Loan Application and Solicitation Disclosure Electronic Communication Disclosure & Consent Borrower Self Certification Sallie Mae and the Patriot Act

USER FLOW / INTERACTION DESIGN To be reviewed & signed

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Month

Street Address Line 1 (Optional)

State (Optional)

Year

Electronic Signature

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

Add a Cosigner

Continue

2

Application Information

Chat Now Click to chat

Cost of Attendance

$

0,000,000.00

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Estimated Financial Assistance

$

0,000,000.00

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0,000,000.00

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Difference

$

Loan Amount Requested Loan Amount

Your relationship to the Student

0,000,000.00

$

E-mail us Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

*

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Privacy Policy Loan Application and Solicitation Disclosure Electronic Communication Disclosure & Consent Sallie Mae and the Patriot Act

Please select one Extension (Optional)

___-___-____

_____

Year(s) and

Month

Borrower When the borrower has received the results of his application and has e-Signed it, he is recommended to create an account and go to the Activity Center.

CoNTINUe

Length of Time at Current Employer

Year

The borrower also has the option of having some of or all the documents e-mailed to him. He can also print the documents for his records.

LEARN MORE

Gross Income (Per Year)

$

Please select one

Gross Income (Per Year)

Additional source of Income

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$

Please select one

1 Basic Information Loan Application Confi rmation and Next2 Steps

Getting Started

Activity Center

Total Household Income

to provide myillesti cosigner. Nobisneed et autetur? Ucil untur? Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, aligeni assitissum quam quam harias maxim is doluptati voluptatus alignat.

1.

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3.

2.

Create Your Account

Either one of us will call you or send you e-mail reply, depending on your case. Either way, kindly allow us 24 hours.

*

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Add a and Cosigner Your Disclosures Documents It helps improve your chances to get a

Agnihil inullan delloribusci tenimax imintiis enis loan as well as lower your rate! aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Website termsthe of use Please review disclosures

Create a password. This information is needed to find your application. Tem fugiatempori nos dolorestint laudae des enis doluta nossitia net verume liquo illaces simolest, excernatem fugia voluptam a que officiae exceperio ea cum faceper epraerf erepudae plitian iatur, omnit, nem in natecto blab illa doloribus.

Loan Rates & Estimated Total Costs Provide an e-mail address and create a password. This information is needed to find your application later on. Total Loan Amount

E-mail Address: $ 00 Create Password: password The total amount that you

00,000.

are borrowing

Monthly Mortgage /Rent Amount

All the agents are currently busy. Average waiting time is 3:45 min.

Interest Rate

00.00% Your current interest rate

Finance Charge

Download

Print

Total of Payments

000.

$ 00 Confi rm Password: password The estimated dollar amount the credit will cost you

$

00,000.00

The estimated amount you will have paid when you have made all the payments

Agnihil inullan delloribusci tenimax imintiis enis Privacy Policy aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Loan Application and Solicitation Disclosure Website terms of use

Privacy Policy Electronic Communication Disclosure & Consent Loan Application and Solicitation Disclosure Borrower Self Certification Electronic Communication Disclosure Mae and the Patriot Act &Sallie Consent Loan Approval Disclosure Borrower Self Certification

Accept LoanActivity TermsCenter Go To Your Loan Approval Disclosure - Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, Reasons why youquam should go toharias Your Activity Center: aligeni assitissum quam maxim is doluptati voluptatus alignat.

$

Promissory Note Sallie Mae and the Patriot Act e-Signature

To be reviewed & signed

• Tem fugiatempori nos dolorestint laudae terms of the net loanverume in the Loan Disclosure •I have Desread enisthe doluta nossitia liquo Approval illaces simolest, excernatem •Vendunt Fugiafuga. voluptam a queaboribusam officiae exceperio ea dolor cum faceper epraerf Itatiaercia rectuscia sumquiae arum litat. • Erepudae plitian iatur, omnit, nem in natecto blab illa doloribus.

By clicking the SUBMIT APPLICATION button, I certify that the information on this application is true and complete to the best of my knowledge. I understand and agree that you will obtain a copy of a consumer credit report in connection with this application. If I do not qualify for a loan under this program, I authorize you to use the information on my credit report to determine my eligibility for one or more other loan programs. If I ask, I will be informed of the name and address of the agency that furnished the report. I also authorize you to release the information contained in this request and my credit eligibility results to the school.

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I Accept the Terms of the Loan

Loan Approval Disclosure Promissory Note

Back

Save

E-mail us

What's next?

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mode-mail quo exped praesequidusI mos si volupta No, I will provide my cosigner with the information to come back and finish the application. Please, me quia the information tibuste sequibusam aut doluptatus, cum

3 Please select one

Click to chat

Call the agent 1-888-272-5543

LEARN MORE

Yes, please send my cosigner an e-mail with instructions on how to finish the application.

$

Residence Type

Please select one

Chat Now Nuestras operadoras estan para ayudarles en vivo y al momento.

Sallie Mae Bank

Address line 1, City, State, ZIp code

Application Should WeResults Contact Your Cosigner? Congratulations! Your loan request has been conditionally approved Use the following e-mail address: JohnSmith@Domain.com

2

Only the Borrower can/should be submitting the application for the credit pull.

Back

Application Results Additional Information

Borrower Name

NextAddress Stepsline 1, City, State, ZIp code 1

Gross Income (Per Year)

Ownership of Accounts

Borrower credit pulled

n

Need Help?

Results

3

Loan Amount Employment Information

Permanent Address Congratulations!!!

About Your School Financial Information You have successfully completed your SallieMae Smart Option Loan, uid ut maxima quatet re venis ditiaE-Signature a sitas sit reribus, quis ni sit, explatu reiusantur abore explignatqui de nulparchil inci tem fugiatempori nos dolorestint laudae des enis doluta nossitia net verume liquo illaces simolest, excernatem fugia voluptam a que officiae exceperio ea cum faceper epraerf erepudae plitian iatur, omnit, nem in natecto blab illaBorrower doloribus. Lender

Month(s)

Primary source of Income

Submit Electronic Signature & Continue

- Your Smart Option Loan

Congratulations Next Steps - Create account - Activity Center

Website terms of use

Work Phone Number

None

Add a Cosigner

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LEARN MORE

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Financial Information

Suffix (Optional)

Smith

It helps improve your chances to get a loan as well as lower your rate!

Please review the disclosures

I am the Student

Current Employer Name

Employed

Primary income Additional income (+ Source) Additional household income (+ Source) Other assets (Ownership of accounts) Residence type Monthly housing payments

Save

Back

All the agents are currently busy. Average waiting time is 3:45 min.

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur?

Nobis et autetur? Ucil illesti untur? Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, aligeni assitissum quam quam harias maxim is doluptati voluptatus alignat.

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Last Name

Wisconsin Residents: que net invent alicimporiam volorib usciatessunt quatusam harciis cilibercias resequo magnam volenitate vellorpost harum aut officil mos dest optat ea int omni deliqui volore veriae porro vidit et quaepta con corenda ipienet erehend ictusciis mi, il ex esed quidus experumquam ella ipsunto velicides am aut venis venimolori dolorum que ne inis as voluptae nem nos sequati atatianderum con ne et qui anda preptas autatius se sam, inturem poruptate erionse custrunt am ut experit iumquiat autatur?

Nuestras operadoras estan para ayudarles en vivo y al momento.

Call the agent 1-888-272-5543

Employment Status

e-Signature

Zip Code (Optional)

Ohio Residents: Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Unte officilla quidebitate atus escipsam fuga. Faccum reheniet lacerferro corehenet antur, ut a qui torro dolupta estrum que nem explibus, optatio. Tendigentem acerchilit everuptatem volupid magnien ducius aut magnis volorae et mosape non pore rem doles adit lis sequatios ene pratias dessin re nobit libusan duntiatur, sam ulparchillab isquias res sequas autem que plique nonsene magnam sitassim ut autaturis re de volest, autemperor sequiat uscidessed ea cor sus et voleseq uaerem eum hilleniatent voluptae volorit atemquam, et, volupti quuntum fuga. Me earchillabor simpore periae ratur ad exeristrum corat ma seni omnimin ctiaspe odipicipsant volupta tissunt etur?

Need Help?

Borrower Self Certification

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M

01 / 06 / 2010

Signature & Closing

Loan Amount Employment Information Financial Information

Cosigner

Loan Amount

Employment Information

State (Optional)

LEARN MORE

MI

Date

3

City (Optional)

- Signing the Smart Option Student Loan Promissory Note and Self Certification Document, I am certifying that I have read, understand, and agree to the terms and conditions of the Smart Option Student Loan Promissory Note materials.

First Name

Joshua

Basic Information Getting Started Permanent Address About Your School Borrower

Zip Code (Optional)

By selecting "Submit Electronic Signature" below, I am:

Lorum Ipsum | Ehenditas | Veniminis non pore

- Your Smart Option Loan

1

Loan Approval Disclosure

Last Name

___-___-____

Relationship to Borrower (Optional)

City (Optional)

To

Year

First Name

Primary Phone

___-___-____

Street Address Line 1 (Optional)

Enrolment Status

Month

LEARN MORE

Last Name

Primary Phone

on a scale of

Political Sciences

From

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Print

00,000.00

The estimated amount you will have paid when you have made all the payments

Relationship to Borrower (Optional)

Scale

Go To Salliemae.com

Additional Information

Submit Application

Reference 1

4.0 Sallie Mae - New Product Design APPROACH

000.00

Reference 2

First Name

CoNTINUe

Anticipated Graduation / Completion

Freshman

Go To Your Activity Center LEARN MORE

e-Signature

Reference 2

First Name

CONTEXT

Download

Total of Payments

The estimated dollar amount the credit will cost you

Promissory Note

Additional Information Reference 1

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Grade Level

Cumulative GPA

Occupation

Auth. Interview Needed?

All the agents are currently busy. Average waiting time is 3:45 min.

E-mail us Either one of us will call you or send you e-mail reply, depending on your case. Either way, kindly allow us 24 hours.

*

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$

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Cell

Month(s)

Academic period for the loan

NeXT

n

Call the agent 1-888-272-5543

LEARN MORE

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum 1. 2. 3.

Finance Charge

00.00% Your current interest rate

I have read the terms of the loan in the Loan Approval Disclosure

e-Signature - First name - Last name - Date

Additional Phone (Optional) Cell

___-___-____

Other

Search and locate your school

Undergraduate Degree

Employment status Employer name Occupation Work phone #, Extension Length of time at employer

CoNTINUe

Chat Now Nuestras operadoras estan para ayudarles en vivo y al momento.

Sallie Mae Bank

Address line 1, City, State, ZIp code

Interest Rate

00,000.00

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Financial Info

Application Results Additional Information E-Signature

Lender

What's next?

Please review the disclosures

$

The total amount that you are borrowing

We will save this form for you to come back and complete later. We will also send you an email with the path to return. QuiassumIn rernat. Acerum volutemquia intium rent...

Employment Info

Need Help?

Results

3

Loan Amount Employment Information Financial Information

Congratulations! Your loan request has been conditionally approved

Total Loan Amount

I Accept the Terms of the Loan

Secondary Phone (Optional) Cell

School

Degree/certificate of Study

Course of Study

Self Certification - Cost of attendance - Est. financial assist. - Difference Total requested loan amount (Pre-filled from “difference”)

NeXT

Loan Application

2

Address line 1, City, State, ZIp code

Loan Rates & Estimated Total Costs

n

Loan Details

“Add Cosigner” option taken?

Basic Information Getting Started Permanent Address About Your School

Borrower

Borrower Name

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Loan Approval Disclosure - Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, aligeni assitissum quam quam harias maxim is doluptati voluptatus alignat.

Zip Code

Select State

Month

Year(s) and

My Permanent Address is different from my Current Mailing Address

About Your School

Save

“Add Cosigner” option taken?

COMPETITIVE AUDIT & BEST PRACTICE RECOMMENDATION

1

Application Results

Accept Loan Terms

State

___-___-____

Year

*** School and State pre-pop Degree/Certificate of study Year in School Anticipated Graduation Course of Study Cumulative GPA Academic Period for Loan Enrolment Status

School & Enrollment Info

Lorum Ipsum | Ehenditas | Veniminis non pore

- Your Smart Option Loan

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

Street Address Line 2 (Optional)

City

Primary Phone

Length of Time at this Address

When the borrower clicks on the Continue button, he is asked whether or not he would like to add a cosigner to his application.

References - Name - Primary Phone - Relationship to borrower - Address (Street, city, state, zip)

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • Borrower Self Certification • SM and the Patriot Act • Loan Approval Disclosure • Promissory Note • e-Signature

Street Address Line 1

Potentially: - Previous Address - Current Mailing Address

Produced by Sapient Corporation, for Sallie Mae

Loan Results Loan Rates & Estimated Total Costs Accept Loan Terms

NeXT

Call the agent 1-888-272-5543 MI

E-mail Address

?

NeXT

Results, Loan Rates & Est Costs Accept Loan terms

Need Help?

Results

Getting Started Permanent Address About Your School Borrower

First Name

Citizenship

*** Primary Phone pre-pop Street, City, State, Zip Primary, Secondary Phone Length of time at address

Address, etc

3

Getting Started

For the purpose of win back, recognize returning customers, and consolidating existing record/applications

System store this information

Throughout the application process, the borrower has multiple opportunities to add a cosigner to his loan application.

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

Last Name

First Name

Primary Phone

Last Name

Primary Phone

___-___-____

___-___-____

Relationship to Borrower (Optional)

Relationship to Borrower (Optional)

Street Address Line 1 (Optional)

Street Address Line 1 (Optional)

City (Optional)

State (Optional)

Zip Code (Optional)

City (Optional)

State (Optional)

Zip Code (Optional)

LEARN MORE

Electronic Signature By selecting "Submit Electronic Signature" below, I am: - Signing the Smart Option Student Loan Promissory Note and Self Certification Document, I am certifying that I have read, understand, and agree to the terms and conditions of the Smart Option Student Loan Promissory Note materials.

Caution - untur? Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, aligeni assitissum quam quam harias maxim

Nobis et autetur? Ucil illesti untur? Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, aligeni assitissum quam quam harias maxim is doluptati voluptatus alignat.

First Name

MI

Joshua

M

Last Name

Smith

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Suffix (Optional)

None

Date

01 / 06 / 2010 Ohio Residents: Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Unte officilla quidebitate atus escipsam fuga. Faccum reheniet lacerferro corehenet antur, ut a qui torro dolupta estrum que nem explibus, optatio. Tendigentem acerchilit everuptatem volupid magnien ducius aut magnis volorae et mosape non pore rem doles adit lis sequatios ene pratias dessin re nobit libusan duntiatur, sam ulparchillab isquias res sequas autem que plique nonsene magnam sitassim ut autaturis re de volest, autemperor sequiat uscidessed ea cor sus et voleseq uaerem eum hilleniatent voluptae volorit atemquam, et, volupti quuntum fuga. Me earchillabor simpore periae ratur ad exeristrum corat ma seni omnimin ctiaspe odipicipsant volupta tissunt etur? Wisconsin Residents: que net invent alicimporiam volorib usciatessunt quatusam harciis cilibercias resequo magnam volenitate vellorpost harum aut officil mos dest optat ea int omni deliqui volore veriae porro vidit et quaepta con corenda ipienet erehend ictusciis mi, il ex esed quidus experumquam ella ipsunto velicides am aut venis venimolori dolorum que ne inis as voluptae nem nos sequati atatianderum con ne et qui anda preptas autatius se sam, inturem poruptate erionse custrunt am ut experit iumquiat autatur?

Back

Sallie Mae, Online Loan Application

Save

Submit Electronic Signature & Continue

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Step 2: Borrower + Cosigner Lorum Ipsum | Ehenditas | Veniminis non pore

- Your Smart Option Loan

1

Basic Information

2

Getting Started Permanent Address About Your School

Application Information

3

Signature & Closing

Nuestras operadoras estan para ayudarles en vivo y al momento.

Click to chat

Call the agent

Loan Amount A

Need Help? Chat Now

Loan Amount Employment Information Financial Information

Cosigner

Borrower

Borrower Requested

$

1-888-272-5543

Your relationship to the Student

55,456.00

All the agents are currently busy. Average waiting time is 3:45 min.

I am the Parent

E-mail us LEARN MORE

Employment Information Employment Status

Current Employer Name QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut

Employed Occupation

Please select one Work Phone Number

Pr mary Layout & Structure

Sallie Mae and the Patriot Act

M

O

A w

Gross Income (Per Year)

Ownership of Accounts

O A

m

Sa e Mae nv ted Sap ent my company to ead the n t at ve to trans ate the market reaseach and propose a better user exper ence mode or the r pr vate oan app cat on

O w

w m

w

Sallie Mae, Online Loan Application

USER TEST NG 2

No distractions. No confusion. You want to finish your student loan application quickly, but you also want to know you’ve done it right With Sallie Mae, you can be confident that you’ll have exactly the information you need to fund your college education Applying with Sallie Mae is as easy as checking it off your to-do list

Sallie Mae, Online Loan Application

36 of 39

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Screen 1 sequence of interactions Lorum Ipsum | Ehenditas | Veniminis non pore

- Your Smart Option Loan

Lorum Ipsum | Ehenditas | Veniminis non pore

Lorum Ipsum | Ehenditas | Veniminis non pore

Lorum Ipsum | Ehenditas | Veniminis non pore

1

Basic Information

Loan Application

2

3

Need Help?

Results

Chat Now

Getting Started Permanent Address About Your School

- Your Smart Option Loan

- Your Smart Option Loan

Borrower

Nuestras operadoras estan para ayudarles en vivo y al momento.

Click to chat

Cosigner

Call the agent

Basic Information

Loan Application

2

3

Need Help?

Results

Chat Now

Getting Started Permanent Address About Your School

Nuestras operadoras estan para ayudarles en vivo y al momento.

m

Borrower

Click to chat

First Name

MI

1

Basic Information

Loan Application

2

3

Need Help?

Results

Chat Now

Getting Started Permanent Address About Your School Borrower

Cosigner

Nuestras operadoras estan para ayudarles en vivo y al momento.

1-888-272-5543 Last Name

All the agents are currently busy. Average waiting time is 3:45 min.

Suffix (Optional)

None

E-mail Address

Primary Phone Other

*

MM /

DD

/

MI

Last Name

Primary Phone

XXX -

XX

-

Other

XXX -

XX

-

*

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

3

Need Help?

Results

Chat Now

Getting Started Permanent Address About Your School

XX

-

MM /

DD

/

XXX -

XX

-

MI

Last Name

Last Name

All the agents are currently busy. Average waiting time is 3:45 min.

Suffix (Optional)

None

Primary Phone Other

Primary Phone

*

Other

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

Citizenship

MM /

DD

MM /

DD

/

City

Zip Code

State

Secondary Phone (Optional)

Year(s) and

Cell Other

XX

-

Confirm Social Security Number

XXXX

XXX -

XX

-

XXXX

/

Electronic Communication Disclosure & Consent

YYYY

Permanent Address

Sallie Mae and the Patriot Act Social Security Number

XXX -

XX

-

Street Address Line 1

Confirm Social Security Number

XXXX

XXX -

XX

-

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

XXXX

City

State

Zip Code

Select State QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

Street Address Line 2 (Optional)

City

Zip Code

Primary Phone

Additional Phone (Optional) Cell

___-___-____

Other

___-___-____

Cell Other

Year

Month(s)

Year(s) and

Other

Primary Phone

Secondary Phone (Optional) Cell

___-___-____

Year

Year(s) and

Other

Month

Additional Phone (Optional) Cell

___-___-____

Other

___-___-____

Cell Other

Month(s)

My Permanent Address is different from my Current Mailing Address Primary Phone

Additional Phone (Optional) Cell

___-___-____

Other

___-___-____

Cell Other

Secondary Phone (Optional) Cell

___-___-____

Other

Additional Phone (Optional) Cell

___-___-____

Other

___-___-____

Cell Other

Length of Time at this Address

Month

Year

Month(s)

Year(s) and

LEARN MORE

About Your School School

Month

Month(s)

Search and locate your school

?

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut 1-888-272-5543

Degree/certificate of Study

My Permanent Address is different from my Current Mailing Address

My Permanent Address is different from my Current Mailing Address

My Permanent Address is different from my Current Mailing Address

Zip Code

Select State

Secondary Phone (Optional) Cell

___-___-____ Length of Time at this Address

Month

State

Select State

Select State

Year

Undergra LEARN MORE

Search and locate your school Degree/certificate of Study

?

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut 1-888-272-5543

Grade Level

Undergraduate Degree

Anticipated Graduation / Completion

Freshman

Course of Study

Month

Cumulative GPA

Month

To

Month

?

Grade Level

From

Save

Add a Cosigner

Month

Cumulative GPA

Continue

Month

To

Month

School

Search and locate your school

?

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut 1-888-272-5543

Grade Level

Degree/certificate of Study

From

Add a Cosigner

Continue

Month

To

Month

From

Month

Year

To

Month

Year

Year

Save

Add a Cosigner

Add a Cosigner

We will save this form for you to come back and complete later. We will also send you an email with the path to return. QuiassumIn rernat. Acerum volutemquia intium rent...

Enrolment Status

Year

Academic period for the loan

Year

Save

Academic period for the loan

Year

Save

Month Scale on a scale of

Political Sciences

We will save this form for you to come back and complete later. We will also send you an email with the path to return. QuiassumIn rernat. Acerum volutemquia intium rent...

Anticipated Graduation / Completion

Freshman Cumulative GPA

Course of Study

Enrolment Status

Year

LEARN MORE

About Your School

Undergraduate Degree

Year

Scale on a scale of

Academic period for the loan

Year

We will save this form for you to come back and complete later. We will also send you an email with the path to return. QuiassumIn rernat. Acerum volutemquia intium rent...

Anticipated Graduation / Completion

Freshman

Course of Study

Enrolment Status

Year

Search and locate your school Degree/certificate of Study

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut 1-888-272-5543

Political Sciences

Academic period for the loan

From

School

Undergraduate Degree

Year

Scale on a scale of

Political Sciences

LEARN MORE

About Your School

Continue

We will save this form for you to come back and complete later. We will also send you an email with the path to return. QuiassumIn rernat. Acerum volutemquia intium rent...

REQU REMENT SPECS

Website terms of use Privacy Policy

Electronic Communication Disclosure & Consent

YYYY

Sallie Mae and the Patriot Act

XXX -

Length of Time at this Address State

___-___-____ Length of Time at this Address

School

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Loan Application and Solicitation Disclosure

Date of Birth

?

Social Security Number

Loan Application and Solicitation Disclosure

Date of Birth

?

Website terms of use Privacy Policy

Street Address Line 1 QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

Street Address Line 2 (Optional)

*

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Citizenship

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Street Address Line 2 (Optional)

City

Primary Phone

About Your School

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

Any - decide based on urgency

Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod

Electronic Delivery Consent Disclosure Loan Application and Solicitation Disclosure

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Permanent Address

Street Address Line 1

Street Address Line 1

Street Address Line 2 (Optional)

E-mail us I prefer Sallie Mae to contact me via:

Cell

___-___-____

Electronic Communication & Consent - Loan Application and Solicitation Disclosure

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

Any - decide based on urgency

temquia intium rent. Obis solut delliaia aut doluptatus, m eturerum id eatur?

Electronic Delivery Consent Disclosure Loan Application and Solicitation Disclosure

temquia intium rent. Obis solut delliaia aut doluptatus, m eturerum id eatur?

E-mail us I prefer Sallie Mae to contact me via:

Cell

___-___-____

Electronic Communication & Consent - Loan Application and Solicitation Disclosure

XXXX

Permanent Address

Permanent Address

All the agents are currently busy. Average waiting time is 3:45 min.

Suffix (Optional)

None

E-mail Address

MI

E-mail Address

Electronic Communication Disclosure & Consent

YYYY

Confirm Social Security Number

XXXX

1-888-272-5543

First Name

Click to chat

Call the agent 1-888-272-5543

First Name

Website terms of use Privacy Policy

Sallie Mae and the Patriot Act

XXX -

XXXX

Getting Started

Nuestras operadoras estan para ayudarles en vivo y al momento.

Cosigner

Getting Started

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Loan Application and Solicitation Disclosure

Date of Birth

?

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod

Electronic Delivery Consent Disclosure Loan Application and Solicitation Disclosure

Citizenship

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

Any - decide based on urgency

temquia intium rent. Obis solut delliaia aut doluptatus, m eturerum id eatur?

Social Security Number

Confirm Social Security Number

XXXX

Loan Application

2

E-mail us I prefer Sallie Mae to contact me via:

Cell

___-___-____

Electronic Communication & Consent - Loan Application and Solicitation Disclosure

Electronic Communication Disclosure & Consent

YYYY

All the agents are currently busy. Average waiting time is 3:45 min.

Suffix (Optional)

None

E-mail Address

Website terms of use Privacy Policy

Sallie Mae and the Patriot Act Social Security Number

Basic Information

Borrower

Call the agent 1-888-272-5543

First Name

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Loan Application and Solicitation Disclosure

Date of Birth

?

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Citizenship

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

Any - decide based on urgency

temquia intium rent. Obis solut delliaia aut doluptatus, m eturerum id eatur?

Electronic Delivery Consent Disclosure Loan Application and Solicitation Disclosure

Getting Started

E-mail us I prefer Sallie Mae to contact me via:

Cell

___-___-____

Electronic Communication & Consent - Loan Application and Solicitation Disclosure

1

Click to chat

Cosigner

Call the agent

Getting Started

w

USER TEST NG 1

B

C

Submit Application

34 of 34

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

“Crystal Clear”

- Your Smart Option Loan

FRONT END DEV

Version 1 published January 11, 2010

Save

Contact (prai2@sapient.com)

1

H

Monthly Mortgage /Rent Amount

$

Concept: “Crystal Clear”

DEVELOPMENT & NTEGRAT ON m

Please select one

STYLE GU DE Back

m w m

Residence Type

By clicking the SUBMIT APPLICATION button, I certify that the information on this application is true and complete to the best of my knowledge. I understand and agree that you will obtain a copy of a consumer credit report in connection with this application. If I do not qualify for a loan under this program, I authorize you to use the information on my credit report to determine my eligibility for one or more other loan programs. If I ask, I will be informed of the name and address of the agency that furnished the report. I also authorize you to release the information contained in this request and my credit eligibility results to the school.

w

w

Gross Income (Per Year)

$

m w

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut

$

Only the Cosigner can/should be submitting the application for the credit pull.

m

11

Gross Income (Per Year)

$

Total Household Income

Please select one

S m

• The cosigner’s credit is pulled when the user clicks on the Submit Application button

LEARN MORE

Additional source of Income

Please select one

• The user will have to certify that he is the cosigner in order to be able to have their credit pulled (Through use of a check box)

C

Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Electronic Communication Disclosure & Consent Month(s)

Primary source of Income

Please select one

• The Borrower Requested amount will be pre-populated and read only for the cosigner section

B

Loan Application and Solicitation Disclosure

_____

Month

Financial Information

GU D

Annotation

A

Privacy Policy

Extension (Optional)

___-___-____

Year(s) and

Please review the disclosures

ID

Website terms of use

Length of Time at Current Employer

Year

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

Notes

APPLICATION WIREFRAMES / DESIGN

Continue

BRANDING & VISUAL DESIGN


22

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

of 54

Research & Analysis The purpose of this phase was to discover the opportunities, analyze the problems, understand the business (strategy, etc.) to define the goals of the project.

Sallie Mae, Online Loan Application

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by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

We used the stakeholder interviews, analyzed marketing reaseach recommendations, competitors and inductry dynamics, and talked to customers to establish the goals, and drive the direction of the project.

Sapient conducted stakeholder interviews early in the Discovery phase and posed key questions to multiple stakeholders across Sallie Mae

Who We Interviewed...

Expectations of the Future System...

Business Goals “Be the bedrock for the future” Volume

• Minimize exceptions • Increase pull-through rate to 25 % • Minimize drop-off rates

Profitability

• Deliver against brand promise • Communicate value proposition, benefits and rewards • Support optimization and cross / up selling opportunities

Contact (prai2@sapient.com)

Derrick Brown 21 years old, Male, Boston, MA

Measure of success...

Family

Parents are separated, he lives with his mother and older sister

“Be the bedrock for the future”

“Puts us back in position in the market”

Household Income

124 k+

Integrated, Unified System

Customer Satisfaction

Education Level

College

Technology Use

Uses his laptop for schoolwork as well as to keep up with friends on Facebook. Plays games online, watches videos on YouTube, buys items online, downloads music, uploads photos, and chats with friends online. Carries a mobile phone, listens to music on an iPod.

• Segment service level based on predictive modeling • Promote self-service • State of the art systems that are flexible and adaptive to product set growth

Quality

• Integrate the Borrower and Co-Signer process • Application, class systems, mainframe talk to each other so that data can be used by different departments

• Reduce the process time • Reduce credit risk • Reduce the reputation/compliance risk • Reduce exception

• Maximize segmentation modeling, use trending

Stake

Heidi Banfer and team

Brand

Cecelia Dwyer and team

Marketing & Sales

Brian Walsh and team

Credit Originations

Ken Olson and team

Loan Product Mgmt

Deborah Sather and team

Call Center

Troy Standish and team

Servicing

• Better Navigation

Patty Peterson and team

Collections

Dana Albertini and team

Bank

• Improve Combo flow, must recognize CoSigner initiated flow

Bridget McCabe and team

Legal & Compliance

Michelle Elkins and team

Loan Origination

Jonathan Ward

Web Channel

Eric Woodall

eCommerce

Charlie Rocha

Marketing & Sales

Timothy Hynes

Credit

Cost

• Targeted messaging and presenting dynamic text/content

• Acquisition can drive down the cost and increase the volume

“I need the money to go to college now.”

• Reduced cost to originate the loan

• Render on any device from anywhere Less Challenging Interface

• Fewer customer phone calls • Minimize drop off rates

Efficiency

• Make the system intelligent Modeled Around the User

• Positive customer feedback • Increase in web applications

• Put a structure in place that can be leveraged to build on top

Team

• Fewer disclosures

Interests

Plays soccer and basketball. Hooked on video games and Wii.

Goals

Would like to complete a Masters in Robotics

• Improved and unified Login functionality, Profile, Activity Center

User Experience Goals

Renee Mang

What We Asked... What are your top goals? How do you measure the sucess of those goals? How will redesign contribute to your goals?

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by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Persona 1 - Borrower

Stakeholder Interviews Stakeholder interviews are an important step in Sapient’s Discovery phase They help us understand the business goals, derive the design objectives and gather high level requirements from all parts of the organization They also help gain broadbased support and buy-in for the program, which eventually helps product adoption and lowers organizational resistence

Sallie Mae, Online Loan Application

Ease of Use

Relationship Building

• Quick, simple, intuitive process with fewer steps • Educate, inform, help and guide the user along the way • Empower the user to make the right decision by selecting options based on their needs • Personalization • Prevent users from making mistakes

• Present the personal face of Sallie Mae to the user

‘The Hasty Borrower’ – Prospective undergraduate student wanting to get a loan to complete college Derrick is a Senior in Mechanical Engineering, specializing in Robotics, at Boston University in Massachusetts He lives with his mother, a Nurse Practitioner, and his older sister, a High School Teacher His father runs a printing business in a neighboring town Derrick knows that his parents will help him with the loan application, and he wants to be done with it soon He knows little about the process The college event he attended with his mother provided some information His aunt recommended Sallie Mae to his mother and she decided to work with them since she knows them to be a safe and reputable organization Derrick knows his mother will research and complete everything about the loan herself – she always wants to make sure everything is right He hopes that it will be easy for her to follow and will provide all the information she needs so that he doesn’t have to go looking for it. They both would find it useful to see a breakdown of expected costs like the cost of living, boarding, etc , so they have a better idea of actual costs. In previous years they were surprised to find out how many additional expenses they did not factor into their planning

Behavior Web savvy. Possesses little financial experience and awareness Financially dependent Less prepared, conducted minimal research on the loan application process He likes there to be some user assistance, similar to the help he gets from Apple Tech Support At times, he prefers to call someone as he thinks the responses provided by a Chat session seem to be canned and pulled from a knowledge base – they lack the personal touch of talking to an actual person However, he thinks the Live Chat with a real person is cool

expectations Contemporary, easy to follow loan application process Does not want to be smothered with too much information and legalese. Since his mother fills out everything, he would like it to present enough explanation and instruction if she needs it at any point Likes the Apple website’s ease of use and interaction Would like to complete everything online quickly Does not want this to be time consuming, as he particularly dislikes numerous pages and steps

Objectives Would like the process to be as simple and fast as on the other sites where he spends his time He wants to be done with this process quickly

Customer Engagement Initiatives • Lifecycle approach to the customer base • Relationship-type pricing • Determine best option for the customer

• Start the conversation

How will it impact your organization? Your personal objectives? Critical success factors? Sallie Mae Online Loan Origination Redesign

What Sallie Mae needs to do to be successful?

22 of 25

Version 1.0 published January 04, 2010

Feature List 1 Category

Feature Name & Description

1

UX Best Practices

User friendly, intuitive, intergenerationally appealing, user-focused interface

2

UX Best Practices

Intelligent application

Financial Industry Examples

Sallie Mae, Online Loan Application

8 of 10

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Sallie Mae, Online Loan Application

“I want to give my child a firstclass education. I need to work with trusted lender who understands my needs and helps me along the way.”

Married with 30-year old and 21-year old daughters

Occupation

Non-profit business owner

Household Income

$ 100 – 124k

Education Level

College

Technology Use

Uses a desktop computer for business and personal use. Checks email, reads the newspaper online, pays bills, visits auction sites like eBay, makes travel reservations, visits school and non-profit websites, and chats with friends online. Has a mobile phone for business and personal use.

Interests

Likes coin collecting and gardening. Enjoys reading frequently and attending book reading clubs at the local library.

‘The Careful Co-Signer’ – Parent of a prospective college student Helen manages her own non-profit business. Her husband runs a restaurant Her oldest daughter, a 30-year old, is a psychologist and received several grants and scholarships to help pay her way through school In addition, Helen and her husband put down some money out of pocket to pay for her degree Their second daughter, a 21-year old, is a Senior in Biotechnology at the University of Florida, Gainesville She has received some scholarships as well; however, Helen and her husband will have to obtain some loans and pay some of the costs out of pocket to cover the full costs They expect their daughter to pay the rest when she graduates and is on her own feet They have both conducted some research on the internet as well as consulted with other friends who have taken out student loans for their children The right lender for her is someone who is trustworthy and an authoritative source of information that will educate her along the way

5 of 25

Version 1.0 published January 04, 2010

Key Guiding Principles

Persona 2 - Borrower Family

Sallie Mae Online Loan Origination Redesign

Contact (prai2@sapient.com)

Persona 3 - Cosigner Helen Jacobsen 56 years old, Female, Miami, FL

7 of 10

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Behavior Moderate computer user Financially independent She understands this is a big financial obligation. Likes to be able to complete a task later if she needs to attend to something Always looks for a 1-800 number and a Help link, likes sites that have bigger text

Philip Douglas 37 years old, Male, Chicago, IL

expectations Must be an easy-to-use system that provides her a lot of handholding, easy-to-follow instructions, and reassurance that she is completing the task correctly Would like it to be similar to her experience talking to call center agents – conversational, interested in her needs and providing clear choices for her next action Must be secure as she is always concerned about safety and privacy online Must provide her clear directions instead of expecting her to figure out things on her own She wants to be educated about the whole process at the onset and along the way Would like to see a summarized explanation of the loan provided to her with a breakdown of details confirming her choices She would like to be told what to do next and be given hints, tips and advice on how to manage her loans

“This is an investment in my career; to work for me it must be at a good rate with flexible payment options.”

Family

Married with two six-year-old twin daughters

Occupation

Product Manager

Household Income

$101-124k

Education Level

College Graduate

Technology Use

Is an advanced computer user. Uses his laptop to check emails, pay bills, buy things from online stores, make travel reservations and network with professional associations, especially on LinkedIn. Carries a Blackberry to get in touch with family and people at work.

Interests

Mountaineering, rock climbing, and watching college basketball

Goals

Would like to complete a Masters degree in Cognitive Psychology to further his career goals

‘The Shopper Borrower’ – Returning graduate student Phillip works in a Telecom company; he loves his job and has been with the company for 8 years His wife Susan works part time on design assignments whenever an interesting opportunity comes her way Phillip thinks he is finally ready to start his Masters in Cognitive Psychology – something he has been putting off for a long time because of different commitments While he has been able to save money for an education, he is also responsible for a home mortgage and car loan His wife and he think it will be worth the time, effort and money to work on a Masters degree despite their already busy lives Phillip believes it will equip him to take on more challenging opportunities in the company and transition into an area of specialization that has always intrigued him Having been able to pay off his undergrad loans only two years ago, Phillip wants to get the best rate possible, as well as competitive payment options that can accommodate his obligations

Objectives Wants the loan application process to be as simple and intuitive as possible Wants one that will provide her with enough information and assistance if she needs it

Behavior Web savvy Believes in systematic planning of all key life initiatives. Acutely aware of financial obligations. Has been shopping around and researching loans with different vendors Wants to make a well-informed decision with a company that wins his confidence. May want to speak to an agent if he has any questions or wants confirmation during the application process.

Match the user’s mental model Attributes of Online Experience

Useful

Usable

expectations Best of breed delivery Sophisticated, intuitive, seamless, yet simple, minimalistic interface Would like a personalized, relevant experience Must be able to access enough information / assistance whenever needed to be empowered to make a decision and complete most of the process online

Objectives Wants a loan application process that is not time consuming and displays payment options and rates so that he knows what to expect

Desirable

Separate “learning” from “transaction” Bring the content and functionality to the user when needed, rather than sending the user to a new place to access them Dynamically change the events or sequence of events to match the user needs

Branded experience Establish the visual identity to match Sallie Mae’s brand guidelines

Desirable: Appeal to emotions Usable: Provide easy access to value Useful: Offers value

Voice and tone that is warm and welcoming, human & intelligent – avoid having the legal and technical tone dictate the experience Establish the trusted relationship – remind users of what they need to do in order to complete the application, gather key data to win them back if they abandon the process Remind them that they are in safe hands Provide personalized and targeted messaging to online users

Bring the community into the mix Consistently seek users’ comments, ideas, complaints and endorsements of the online experience Measure the customer experience based on their overall experience Allow users to rate elements of the experience – i e help topics, care issue handling, chat sessions – to understand user segments and preferences

Focus on personalization Allow users to create and maintain online profiles Encourage users to self identify, i e , login/sign in Personalize content based on the user states (i e unknown prospect, known user, etc.) and profile (cosigner, borrower, etc )

Progressive disclosure Provide the right information in the right amount at the right time Do not overwhelm the user with all the information at once

Demonstrate sense of progress/accomplishment Show a progress bar at the top

Remove distractions No sub-navigation, search As much as possible, put the disclosures on the right side of the page (present but not intrusive)

3

4

UX Best Practices UX Best Practices

In-line error display

Dynamic address validation to reduce mail returns

Dynamic in-line error messaging and field validation to minimize errors

Progressive form building based on user inputs

Personalization •

Ability to serve up content and relevant products and services based on past user behavior, profile information, searches, bookmarks in order to save time, cut down duplicative / repetitive tasks, provide increasingly specific information

Clear signposting and labeling Nomenclature

Eliminate long text, pop-ups, and unnecessary screens

Headings

Instructional text, calls to action

Provide clear action buttons at the same place on every screen

Progress bar

Provide clear communication and easy to follow instruction at the onset of the process and right through it Indicate to users where they are in task progression

Allow users to recover from mistakes Allow back and forth between screens rather than having to cancel and start over

5

UX Best Practices

Simplify and minimalize number of steps

6

UX Best Practices

Predictive search

UX Best Practices

Simpler, unified registration process

Contextual help on the screen Ability to save/stop at any time and pick up where one left off

7

Ability to review/edit the information before key actions such as credit check

Reduce to a 3-4 step execution of the entire flow

Allow suggested terms in a searchbox, drop-down with the search query to facilitate quick findability, help to locate school

Global login module tied in to user dashboard for the whole process

Creation of a user profile at the beginning of the process

Integrated user account module -- Activity Center: One place for all things related to the account where the user can change personal information, review pending application status, subscribe to notifications and alerts. User profile may be linked to the login and task completion flows to instill in users the value of managing their account.

Signup to MYL -- for auto payments

Clearly state customer value and rewards -- drive user engagement and loyalty through the application by communicating the benefits and value of registration with Sallie Mae

UX Best Practices

Promote better readability throughout the application

9

UX Best Practices

Modal AJAX overlays

10

UX Best Practices

E-Signature ease of use

8

Provide error feedback where the error was made Explain in plain English what the error was and how to correct it

Prepopulate known user information, persistent cookie to recognize user from a previous session

Show the list of tasks completed as well as those which need to be completed Provide users with information as to what documents (or disclosures) they may have skipped that will need to be reviewed/filled out later

Improved typography to allow visual hierarchy, use of appropriately-sized text, color and contrast to distinguish importance, etc

Instructional content, user input, filters and lengthy content can be alternately presented in modal AJAX windows: Users may read, accept and close and continue with the task at hand

Produced by Sapient Corporation, for Sallie Mae

Personas helped user experience team uniquely to understand how to model the application design. Business analysis helped us to understand (and user research validated) that the persona of a “cosigner” is more improtant to be encouraged and welcomed by the application design than the “borrowers” themself to meet the goals of the application (e.g. to improve the performance of loan completion, better creadit worthiness loans, & reducing the abondonment of loans and customer support to the applicants.

Produced by Sapient Corporation, for Sallie Mae

Recommendations: List of feature/functionality enhancements

Other Industry Examples

AP PL E AM AZ FA ON CE B LA OO ND K S AL EN D IC E EX CO PE M D RE IA DB O X

ID

SIM PL PN ETU IT C IO CH N A CIT SE I W EL LS F M IN ARG T O DIS CO VE FID R EL IT DIT Y EC ST H AT EF PR AR M O G RE SS G EIC IV E O

and many more

User Value

Business Value

Feasibility


Sallie Mae, Online Loan Application

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by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Conceptual Models Sallie Mae, Online Loan Application

Sallie Mae, Online Loan Application

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

12 of 14

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Concept Model - Return Users

Online Application process (OLA)

Referral Sources:

3rd When a user enters his or her name and social security number, Referral sources include direct online/offline marketing Party the system checks for a match If this user previously started an campaigns, search engines, and 3rd parties (such as Site application, the user is offered the opportunity to complete the Schools, Lenders and Partners) The online application application model caters to the needs of all sources

Search

SallieMae.com

In general the OLA process assumes the following: •

Web site terms and conditions accepted

Status of Borrower, Cosiigner or Combo established

Direct

3rd Party Site

Search

SallieMae.com

Enters Application Entry Points

Not logged in

Started but not finished (abandoned or registered user)

SallieMae com Partners

We used the stakeholder interviews, analyzed marketing reaseach recommendations, competitors and inductry dynamics, and talked to customers to establish the goals, and drive the direction of the project.

The online application model assumes that before entry into the application, user identification, terms & conditions and product selection will take place However, OLA will take care of identifying the user (as a Borrower or Cosigner)

User identification

Disclosures & Consent

Search Engines

Pre-Filtering: Product Selection

• Application Results • Additional Information • e-Signature

Product Selection

Schools

This process occurs when a user visits the OLA and has:

of 54

STEP 3 : Results

• Loan Amount • Employment Information • Financial Information

Digital Communication Consent

Borrower or Cosigner

The Online Application process includes the capability to recognize users that have previously entered application data but not completed the application

The Online Application Process is a free standing application used by multiple loan types The OLA process captures user information and completes the loan application in a simplified process

STEP 2 : Loan Application

• Borrower’s Information • Address Information • School Information

13 of 14

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Contact (prai2@sapient.com)

Product selected

pg.

STEP 1 : Basic Information

Concept Model - Application Context The purpose of this phase was to discover the opportunities, Direct analyze the problems, understand the business (strategy, etc.) to define the goals of T&C the project. •

23

Conceptual Model

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Other referral sites (e g simpletuition com)

Logged

n

Needs Calculation

Y

In?

unknown

Web site T&C Privacy Policy Cosigner Information

Known

Online Loan Application:

User identity Verified

Cost of Attendance

Confirmation & Next Steps

Sign-in

This is the key focus of our project

OLA Page 1

OLA Process

n

Recognize?

Y

OLA Page 1

Verify

Unfilled

Abandon task

OLA Page 2

OLA Page 2

Activity Center

Identifies users who

Activity Center:

OLA Page 3

All loan applications including abandoned (not-completed) applications are pulled into the Activity Center

Activity Center

Usage scenario helped us develop the hypothesis of the interaction model and varify by user testing.

Sallie Mae, Online Loan Application

Abandon task

Filled

Abandoned applications

Are not logged in

Start / Restart Application

OLA Page 3

Get back to the OLA

17 of 22

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Get back to the OLA

Contact (prai2@sapient.com)

Scenario 2a - 1: Borrower adds a cosigner Sallie Mae, Online Loan Application

16 of 22

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Sallie Mae, Online Loan Application

School Information Website Terms & Cond Privacy paragraph

Borrower

Personal Info

NeXT

ACCePT

Wants to go through the loan application by himself

System store this information

Throughout the application process, the borrower has multiple opportunities to add a cosigner to his loan application.

Name (First, MI, Last, Suffix) E-mail Primary phone # Citizenship DOB SSN, Verify SSN

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

Contact (prai2@sapient.com)

Lorum Ipsum | Ehenditas | Veniminis non pore

- Your Smart Option Loan

1

Basic Information

Loan Application

2

Borrower

Chat Now Nuestras operadoras estan para ayudarles en vivo y al momento.

Click to chat

Cosigner

Getting Started

Results, Loan Rates & Est Costs Accept Loan terms

MI

Last Name

All the agents are currently busy. Average waiting time is 3:45 min.

Suffix (Optional)

None

E-mail Address

E-mail us

Primary Phone

Any - decide based on urgency

Other

*

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

MM /

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Website terms of use Privacy Policy Loan Application and Solicitation Disclosure

Date of Birth

?

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

I prefer Sallie Mae to contact me via: Cell

___-___-____

Electronic Communication & Consent - Loan Application and Solicitation Disclosure temquia intium rent. Obis solut delliaia aut doluptatus, m eturerum id eatur?

Electronic Delivery Consent Disclosure Loan Application and Solicitation Disclosure

DD

/

References

Electronic Communication Disclosure & Consent

YYYY

Sallie Mae and the Patriot Act

*** Primary Phone pre-pop Street, City, State, Zip Primary, Secondary Phone Length of time at address

Social Security Number

XXX -

XX

-

Confirm Social Security Number

XXXX

XXX -

XX

-

XXXX

NeXT

Permanent Address

School & Enrollment Info CoNTINUe

Getting Started Permanent Address About Your School

Loan Amount Employment Information Financial Information

Borrower

Employment Info

Employment status Employer name Occupation Work phone #, Extension Length of time at employer

Secondary Phone (Optional) Cell

Other

___-___-____

Cell Other

Month(s)

e-Signature

LEARN MORE

About Your School School

Search and locate your school

?

Degree/certificate of Study

LEARN MORE

Month

Year

3.

Total Loan Amount

$

Interest Rate

00,000.00

The total amount that you are borrowing

e-Signature - First name - Last name - Date

$

The estimated dollar amount the credit will cost you

000.00

$

Borrower

Month

Add a Cosigner

Loan Approval Disclosure

LEARN MORE

First Name

e-Signature

Last Name

Address, etc

Primary Phone

___-___-____

Relationship to Borrower (Optional)

Relationship to Borrower (Optional)

Street Address Line 1 (Optional)

Street Address Line 1 (Optional)

NeXT

State (Optional)

Zip Code (Optional)

City (Optional)

State (Optional)

Zip Code (Optional)

2

Application Information

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First Name

MI

Joshua

M

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Last Name

Suffix (Optional)

Smith

None

Date

01 / 06 / 2010

3

Signature & Closing

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Need Help? Chat Now

Loan Amount Employment Information Financial Information

School & Enrollment Info

Wisconsin Residents: que net invent alicimporiam volorib usciatessunt quatusam harciis cilibercias resequo magnam volenitate vellorpost harum aut officil mos dest optat ea int omni deliqui volore veriae porro vidit et quaepta con corenda ipienet erehend ictusciis mi, il ex esed quidus experumquam ella ipsunto velicides am aut venis venimolori dolorum que ne inis as voluptae nem nos sequati atatianderum con ne et qui anda preptas autatius se sam, inturem poruptate erionse custrunt am ut experit iumquiat autatur?

Nuestras operadoras estan para ayudarles en vivo y al momento.

Click to chat

Cosigner

Save

Back

Call the agent

CoNTINUe

Submit Electronic Signature & Continue

1-888-272-5543

Cost of Attendance

$

All the agents are currently busy. Average waiting time is 3:45 min.

Estimated Financial Assistance

$

Difference

$

0,000,000.00 0,000,000.00

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0,000,000.00

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Loan Amount Requested Loan Amount

Your relationship to the Student

0,000,000.00

$

E-mail us

Check the cost of attendance - Is ma volorehende doleseribus et lam unt. Suntem adi none eicillam, siminimus.

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

*

Add a Cosigner

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Website terms of use LEARN MORE

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Extension (Optional)

___-___-____

_____

Month

LEARN MORE

Gross Income (Per Year)

$ Gross Income (Per Year)

Additional source of Income

Please select one

Electronic Communication Disclosure & Consent Sallie Mae and the Patriot Act

Borrower When the borrower has received the results of his application and has e-Signed it, he is recommended to create an account and go to the Activity Center.

1 Basic Information Loan Application Confi rmation and Next2 Steps

Getting Started

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$

Activity Center

The borrower also has the option of having some of or all the documents e-mailed to him. He can also print the documents for his records.

Borrower Name

1.

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3.

2.

Create Your Account

CoNTINUe

Total Loan Amount

E-mail Address: $ 00 Create Password: password The total amount that you

00,000.

Interest Rate

00.00% Your current interest rate

Finance Charge

Auth. Interview Needed?

the credit will cost you

$

Download

By clicking the SUBMIT APPLICATION button, I certify that the information on this application is true and complete to the best of my knowledge. I understand and agree that you will obtain a copy of a consumer credit report in connection with this application. If I do not qualify for a loan under this program, I authorize you to use the information on my credit report to determine my eligibility for one or more other loan programs. If I ask, I will be informed of the name and address of the agency that furnished the report. I also authorize you to release the information contained in this request and my credit eligibility results to the school.

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Loan Application and Solicitation Disclosure Website terms of use

Privacy Policy Electronic Communication Disclosure & Consent Loan Application and Solicitation Disclosure Borrower Self Certification Electronic Communication Disclosure Mae and the Patriot Act &Sallie Consent

Promissory Note Sallie Mae and the Patriot Act e-Signature

Cosigner Personal Info

Loan Approval Disclosure Promissory Note Go To Salliemae.com

Go To Your Activity Center LEARN MORE

First Name

Last Name

Primary Phone

___-___-____

___-___-____

Relationship to Borrower (Optional)

Street Address Line 1 (Optional)

Street Address Line 1 (Optional)

City (Optional)

State (Optional)

Zip Code (Optional)

City (Optional)

NeXT State (Optional)

Zip Code (Optional)

LEARN MORE

Electronic Signature By selecting "Submit Electronic Signature" below, I am: - Signing the Smart Option Student Loan Promissory Note and Self Certification Document, I am certifying that I have read, understand, and agree to the terms and conditions of the Smart Option Student Loan Promissory Note materials.

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First Name

MI

Joshua

M

Last Name

Smith

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Suffix (Optional)

None

Date

01 / 06 / 2010 Ohio Residents: Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Unte officilla quidebitate atus escipsam fuga. Faccum reheniet lacerferro corehenet antur, ut a qui torro dolupta estrum que nem explibus, optatio. Tendigentem acerchilit everuptatem volupid magnien ducius aut magnis volorae et mosape non pore rem doles adit lis sequatios ene pratias dessin re nobit libusan duntiatur, sam ulparchillab isquias res sequas autem que plique nonsene magnam sitassim ut autaturis re de volest, autemperor sequiat uscidessed ea cor sus et voleseq uaerem eum hilleniatent voluptae volorit atemquam, et, volupti quuntum fuga. Me earchillabor simpore periae ratur ad exeristrum corat ma seni omnimin ctiaspe odipicipsant volupta tissunt etur? Wisconsin Residents: que net invent alicimporiam volorib usciatessunt quatusam harciis cilibercias resequo magnam volenitate vellorpost harum aut officil mos dest optat ea int omni deliqui volore veriae porro vidit et quaepta con corenda ipienet erehend ictusciis mi, il ex esed quidus experumquam ella ipsunto velicides am aut venis venimolori dolorum que ne inis as voluptae nem nos sequati atatianderum con ne et qui anda preptas autatius se sam, inturem poruptate erionse custrunt am ut experit iumquiat autatur?

Back

e-Signature

Reference 2 Last Name

Primary Phone

Save

Borrower e-Signature

e-Signature - First name - Last name - Date

Submit Electronic Signature & Continue

School Information Website Terms & Cond Privacy paragraph

ACCePT

Borrower The borrower at first wants to go through the application by himself, but then he decides that he wants to add a cosigner.

Personal Info

NeXT

System store this information

Name (First, MI, Last, Suffix) E-mail Primary phone # Citizenship DOB SSN, Verify SSN

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

For the purpose of win back, recognize returning customers, and consolidating existing record/applications

Loan Details The light box with the Cosigner screens appear in front of the borrower’s existing screens and then put the borrower back into the flow where he left off

NeXT

Employment Info

Address, etc

NeXT

School & Enrollment Info CoNTINUe

“Add Cosigner” option taken?

n

*** Primary Phone pre-pop Street, City, State, Zip Primary, Secondary Phone Length of time at address

Self Certification - Cost of attendance - Est. financial assist. - Difference Total requested loan amount (Pre-filled from “difference”)

Name (First, MI, Last, Suffix) E-mail Primary phone # Citizenship DOB SSN, Verify SSN

Borrower The borrower can enter as much information as they can for their cosigner. They can also enter a minimum of information which will be Lead information (First and Last name, Permanent address, Phone number, E-mail address

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

Employment status Employer name Occupation Work phone #, Extension Length of time at employer

Borrower - Pending Results, Loan Rates & Est Costs Accept Loan terms

References

NeXT NeXT

Potentially: - Previous Address - Current Mailing Address

Financial Info

*** School and State pre-pop “Add Degree/Certificate of study Cosigner” Year in School option Anticipated Graduation taken? Course of Study Cumulative GPA Academic Period for Loan Enrolment Status

CoNTINUe

Primary income Additional income (+ Source) Additional household income (+ Source) Other assets (Ownership of accounts) Residence type Monthly housing payments

System store this information

For the purpose of win back, recognize returning customers, and consolidating existing record/applications

Address, etc CoNTINUe

*** Primary Phone pre-pop Street, City, State, Zip Primary, Secondary Phone Length of time at address

Right Column • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

“Add Cosigner” option taken?

Borrower e-Signature

The borrower can enter as much information as they can for their cosigner. They can also enter no information at all

Cosigner Employment Info

NeXT

Cosigner Financial Info

CoNTINUe

Potentially: - Previous Address - Current Mailing Address

Employment status Employer name Occupation Work phone #, Extension Length of time at employer

Primary income Additional income (+ Source) Additional household income (+ Source) Other assets (Ownership of accounts) Residence type Monthly housing payments

Check whether the user is the cosigner. If the user is the cosigner, then pull credit

Right Column • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

Congratulations Next Steps - Send Cosigner notice - Create account - Activity Center CoNTINUe

Activity Center

In addition to creating an account and going to the Activity center, the borrower is asked whether or not he wants SM to contact his cosigner about finishing his part of the loan

e-Signature - First name - Last name - Date

CoNTINUe

n

“Add Cosigner” option taken?

Y

Y

LIghT BoX

Cosigner Personal Info

NeXT

System store this information

Y

References - Name - Primary Phone - Relationship to borrower - Address (Street, city, state, zip)

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • Borrower Self Certification • SM and the Patriot Act • Loan Approval Disclosure • Promissory Note • e-Signature

Borrower credit pulled

Auth. Interview Needed?

For the purpose of winback, recognize returning customers, and consolidating existing record/applications

Congratulations Next Steps - Send Cosigner notice - Create account - Activity Center CoNTINUe

n

Borrower

Loan Results Loan Rates & Estimated Total Costs Accept Loan Terms

NeXT

Activity Center

To be reviewed & signed

Relationship to Borrower (Optional)

Primary income Additional income (+ Source) Additional household income (+ Source) Other assets (Ownership of accounts) Residence type Monthly housing payments

Scenario 2a - 2: Borrower adds a cosigner

CoNTINUe

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I Accept the Terms of the Loan

Back

Additional Information

References

References - Name - Primary Phone - Relationship to borrower - Address (Street, city, state, zip)

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • Borrower Self Certification • SM and the Patriot Act • Loan Approval Disclosure • Promissory Note • e-Signature

Address, etc

Loan Approval Disclosure Borrower Self Certification

Reference 1 First Name

Y

Website termsthe of use Please review disclosures

Print

00,000.00

The estimated amount you will have paid when you have made all the payments

Accept LoanActivity TermsCenter Go To Your

Only the Borrower can/should be submitting the application for the credit pull.

NeXT

Either one of us will call you or send you e-mail reply, depending on your case. Either way, kindly allow us 24 hours.

It helps improve your chances to get a

Total of Payments

000.

$ 00 Confi rm Password: password The estimated dollar amount

Results, Loan Rates & Est Costs Accept Loan terms

Borrower credit pulled

Add a and Cosigner Your Disclosures Documents

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Loan Rates & Estimated Total Costs Provide an e-mail address and create a password. This information is needed to find your application later on.

Since this is now a borrower/cosigner application, the result of the application will be Pending until the Cosigner finished his part of the application

Loan Results Loan Rates & Estimated Total Costs Accept Loan Terms

CoNTINUe

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Submit Application

Financial Info

*** School and State pre-pop Degree/Certificate of study Year in School Anticipated Graduation Course of Study Cumulative GPA Academic Period for Loan Enrolment Status

*

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$

Employment status Employer name Occupation Work phone #, Extension Length of time at employer

Borrower - Pending

E-mail us

What's next?

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are borrowing

Monthly Mortgage /Rent Amount

All the agents are currently busy. Average waiting time is 3:45 min. LEARN MORE

Yes, please send my cosigner an e-mail with instructions on how to finish the application.

3 Please select one

Click to chat

Call the agent 1-888-272-5543

Address line 1, City, State, ZIp code

Application Should WeResults Contact Your Cosigner? Congratulations! Your loan request has been conditionally approved Use the following e-mail address: JohnSmith@Domain.com

Gross Income (Per Year)

Residence Type

Chat Now Nuestras operadoras estan para ayudarles en vivo y al momento.

Sallie Mae Bank

NextAddress Stepsline 1, City, State, ZIp code

2

$

Please select one

Application Results Additional Information

About Your School Financial Information You have successfully completed your SallieMae Smart Option Loan, uid ut maxima quatet re venis ditiaE-Signature a sitas sit reribus, quis ni sit, explatu reiusantur abore explignatqui de nulparchil inci tem fugiatempori nos dolorestint laudae des enis doluta nossitia net verume liquo illaces simolest, excernatem fugia voluptam a que officiae exceperio ea cum faceper epraerf erepudae plitian iatur, omnit, nem in natecto blab illaBorrower doloribus. Lender

1

“Add Cosigner” option taken?

Need Help?

Results

3

Loan Amount Employment Information

Permanent Address Congratulations!!!

Month(s)

Primary source of Income

Please select one

- Your Smart Option Loan

Congratulations Next Steps - Create account - Activity Center CoNTINUe

Length of Time at Current Employer Year(s) and

Privacy Policy Loan Application and Solicitation Disclosure

Financial Information

Potentially: - Previous Address - Current Mailing Address

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It helps improve your chances to get a loan as well as lower your rate!

Please review the disclosures

I am the Student

Current Employer Name

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

NeXT

LEARN MORE

- Signing the Smart Option Student Loan Promissory Note and Self Certification Document, I am certifying that I have read, understand, and agree to the terms and conditions of the Smart Option Student Loan Promissory Note materials.

Self Certification - Cost of attendance - Est. financial assist. - Difference Total requested loan amount (Pre-filled from “difference”)

NeXT

By selecting "Submit Electronic Signature" below, I am:

Borrower Self Certification

Save

*** Primary Phone pre-pop Street, City, State, Zip Primary, Secondary Phone Length of time at address

To be reviewed & signed Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Promissory Note

Continue

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Back

Employment Info

Electronic Communication Disclosure & Consent

Reference 2 Last Name

___-___-____

NeXT

Loan Application and Solicitation Disclosure

Borrower Self Certification

Primary Phone

Loan Details

Privacy Policy

00,000.00

The estimated amount you will have paid when you have made all the payments

Sallie Mae and the Patriot Act

First Name

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

For the purpose of win back, recognize returning customers, and consolidating existing record/applications

Year

Loan Amount

Year

System store this information

Name (First, MI, Last, Suffix) E-mail Primary phone # Citizenship DOB SSN, Verify SSN

Website terms of use

Total of Payments

00.00% Your current interest rate

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Accept Loan Terms

Additional Information

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Basic Information Getting Started Permanent Address About Your School

Total Household Income

n

Finance Charge

Print

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Reference 1

- Your Smart Option Loan

1

Ownership of Accounts

Auth. Interview Needed?

Download

Electronic Signature

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • SM and the Patriot Act

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

Please review the disclosures

City (Optional)

To

Year

Employed

Borrower credit pulled

*

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NeXT

Enrolment Status

Month

Please select one

CoNTINUe

2.

The borrower at first wants to go through the application by himself, but then decides to add a cosigner.

Personal Info

on a scale of

Political Sciences

From

E-mail us Either one of us will call you or send you e-mail reply, depending on your case. Either way, kindly allow us 24 hours.

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ACCePT

Borrower

Scale

Academic period for the loan

Work Phone Number

Financial Info

All the agents are currently busy. Average waiting time is 3:45 min.

What's next?

Congratulations! Your loan request has been conditionally approved

Nobis et autetur? Ucil illesti untur? Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, aligeni assitissum quam quam harias maxim is doluptati voluptatus alignat.

Loan Rates & Estimated Total Costs

CoNTINUe

Anticipated Graduation / Completion

Freshman Cumulative GPA

Occupation

n

1-888-272-5543

Application Results

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut 1-888-272-5543

Grade Level

Undergraduate Degree Course of Study

Employment Status

Primary income Additional income (+ Source) Additional household income (+ Source) Other assets (Ownership of accounts) Residence type Monthly housing payments

Call the agent

Sallie Mae Bank

Address line 1, City, State, ZIp code

I have read the terms of the loan in the Loan Approval Disclosure

Additional Phone (Optional) Cell

___-___-____

Other

Month

Year(s) and

My Permanent Address is different from my Current Mailing Address

Employment Information

NeXT

Chat Now Nuestras operadoras estan para ayudarles en vivo y al momento.

Lender

Address line 1, City, State, ZIp code

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NeXT

Application Results Additional Information E-Signature

Borrower Name

We will save this form for you to come back and complete later. We will also send you an email with the path to return. QuiassumIn rernat. Acerum volutemquia intium rent...

Self Certification - Cost of attendance - Est. financial assist. - Difference Total requested loan amount (Pre-filled from “difference”)

Need Help?

Results

3

Click to chat

n

Loan Details

Loan Application

2

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Zip Code

Select State

___-___-____

Save

“Add Cosigner” option taken?

Basic Information

I Accept the Terms of the Loan State

Primary Phone

*** School and State pre-pop Degree/Certificate of study Year in School Anticipated Graduation Course of Study Cumulative GPA Academic Period for Loan Enrolment Status

School Information Website Terms & Cond Privacy paragraph

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- Your Smart Option Loan

1

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

City

Year

“Add Cosigner” option taken?

References - Name - Primary Phone - Relationship to borrower - Address (Street, city, state, zip)

Right Column • Add a cosigner • Website Terms of Use • Privacy Policy • Electronic Communication Consent • Loan Application and Solicitation Disclosure • Borrower Self Certification • SM and the Patriot Act • Loan Approval Disclosure • Promissory Note • e-Signature

Street Address Line 1

Street Address Line 2 (Optional)

Potentially: - Previous Address - Current Mailing Address

Length of Time at this Address

When the borrower clicks on the Continue button, he is asked whether or not he would like to add a cosigner to his application.

Loan Results Loan Rates & Estimated Total Costs Accept Loan Terms

NeXT

1-888-272-5543

First Name

Citizenship

NeXT

Need Help?

Results

Call the agent

For the purpose of win back, recognize returning customers, and consolidating existing record/applications

Address, etc

3

Getting Started Permanent Address About Your School

18 of 22

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

Contact (prai2@sapient.com)

Scenario 1: Borrower OLA experience

In addition to creating an account and going to the Activity center, the borrower is asked whether or not he wants SM to contact his cosigner about finishing his part of the loan


24

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Concepts & User Testing

Sallie Mae, Online Loan Application

by LAURIE BRYKMAN, PRIYA PAUL, PRADYOT RAI

Sallie Mae, Online Loan Application

Version 1 published December 30, 2009

Contact (prai2@sapient.com)

by LAURIE BRYKMAN, PRIYA PAUL, PRADYOT RAI Version 1 published December 30, 2009

Contact (prai2@sapient.com)

Basic Information

2

Personal Information School Information Addresses Borrower

*

Application Information

3

Signature & Closing

Loan Application

3

Need Help?

Results

Click to chat

Call the agent

Getting Strated

1-888-272-5543 MI

* Last Name

All the agents are currently busy. Avarage waiting time is 3:45 min.s

* Suffix

Email us * Email Address

Primary Phone

I prefer Sallie Mae to contavt me via:

___-___-____

Any - decide based on urgency

Electronic Communication Disclosure & Consent QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliaia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur?

PDF

Test for PDF Communication

> Click Here

XX

/

Is ma volorehende doleseribus et lam unt. Suntem adi none eicillam, siminimus.

00,000.00

Qui consequi aut estrum fugia dolorendipis quo tem. Esti sit il eat lanto et endaecum none liquiaturit anducia cust et quias id entio et omnihilitat occat alit fuga.

* Difference

00,000.00

Itae plant optaqui ducitibusdae nem la aut velia samusdae se ipsusdae voloreicabo. Ut errum accae sae

Remind me later!

XXX /

XX

/

Add a Co-Signer

It helps improve your chances to get loan as well as lower your rate!

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Electronic Communication Disclosure & Consent

I am the Student

Email us

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Borrower Self Certification

* Present employer name QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut

* Occupation

Please select one

Co-Signer

Lender

Co-Signer Name

Sallie Mae Bank

Address line 1, City, State, ZIp code

1-888-272-5543

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1. 2.

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3.

___-___-____

View the full disclosure

Please select one

* Additional source of Income

* Total Household Income

$ * Gross Income

$ * Gross Income

$

Month * Per

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*

QuiassumIn rernat. Acerum volutemquia intium rent.later on. Provide an email address and create a password. This information is needed to recall your application Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et test, conserum eturerum id eatur?

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent.Email Obis solut delliatur mod quo exped quia aut Address doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur?

Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

> Click Here

Create a Password password I have read, understood and accepted the disclosure information

Review Loan Documents Download

Finance Charge

00.00%

$

Your current interest rate

The estimated dollar amount the credit will cost you

000.00

Print

* Social Security Number

Submit E-signature

XXX /

Total of Payments

$

Add a Co-Signer

It helps improve your chances to get

XX

/

Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Website terms of use

Confirm a Password

password

Electronic Communication Disclosure & Consent

* Confirm Social Security Number

XXXX

XXX /

XX

/

* Citizenship

Continue

XXXX * Date of Birth

00,000.00

?

The estimated amount you will have paid when youhave made all the payments

Please review the disclosures

MM /

DD

/

YYYY

Address * Street Address Line 1

Nobis et autetur? Ucil illesti untur? Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, aligeni assitissum quam quam harias maxim is doluptati voluptatus alignat.

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

Street Address Line 2

Tvendunt fuga. Itatiaercia aboribusam dolor sumquiae arum litat rectuscia. Endunt fuga. Itatiaercia aboribusam rectuscia dolor litat sumquiae arum. * City

* State

* Home Phone

* Cell Phone

* Zip Code

Select State

References 2 ___-___-____

* Per

Month

___-___-____

* Duration of stay

Select period of stay * Ownership of Accounts

Please select one

* Residence Type

Please select one

* Monthly Mortgage /Rent Amount

$

Back

Save

LEARN MORE

About School

Continue

* Where is your school located?

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Unte officilla quidebitate atus escipsam fuga. Faccum reheniet lacerferro corehenet antur, ut a qui torro dolupta estrum que nem explibus, optatio. Tendigentem acerchilit everuptatem volupid magnien ducius aut magnis volorae et mosape non pore rem doles adit lis sequatios ene pratias dessin re nobit libusan duntiatur, sam ulparchillab isquias res sequas autem que plique nonsene magnam sitassim ut autaturis re de volest, autemperor sequiat uscidessed ea cor sus et voleseq uaerem eum hilleniatent voluptae volorit atemquam, et, volupti quuntum fuga. Me earchillabor simpore periae ratur ad exeristrum corat ma seni omnimin ctiaspe odipicipsant volupta tissunt etur?

Back

XXXX

Any - decide based on urgency

Electronics Disclosure Information And Consent

Interest Rate

Either one of us will call you or send you email reply, depending on your case. Either way, kindly allow us 24 hours.

I prefer Sallie Mae to contavt me via:

volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur?

To be reviewed & signed

I have read and accepted the terms

References 1

Month

Primary Phone

To Save Your Loan Information...

Vendunt fuga. Itatiaercia aboribusam rectuscia dolor sumquiae arum litat.

* Per

All the agents are currently busy. Avarage waiting time is 3:45 min.s

* Suffix

dolorestint laudae des enis doluta nossitia net verume liquo illaces simolest, excernatem fugia voluptam a que officiae exceperio ea cum Send me the loan terms andfaceper services, etc. via email. QuiassumIn rernat. epraerf erepudae plitian iatur,Acerum omnit, nem inPDF natectoTest blabfor illaPDF doloribus. Communication

Natemporerum inulparum unt ad maionse reius doluptaquis modi omnis volore ius utetur * Gross Income

* Last Name

loan as well as lower your rate! QuiassumIn rernat. Acerum volutemquia rent. Obis solut delliaia aut doluptatus, cum Aquod molut et optatium expellic to test,recall conserum id eatur? Provideintium an email address and create a password. This information is needed youreturerum application later on. Tem fugiatempori nos

Accept Loan Terms

* Primary source of Income

MI

Electronic Communication Disclosure & Consent

Website terms of use

Month

LEARN MORE

1-888-272-5543

Email us

Borrower Self Certification

00,000.00

Click to chat

Call the agent

___-___-____

Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Nobis et autetur? Ucil illesti untur? Oloraerum qui ut im audit omnihic test por as dolupta tionseque idero et omnis quas sit eum, quis eum ut etus, aligeni assitissum quam quam harias maxim is doluptati voluptatus alignat.

$

Nuestras operadoras estan para ayudarles en vivo y al momento.

* Email Address

Electronic Communication Disclosure & Consent

The total amount that you are borrowing

Chat Now

Please review the disclosures

Electronic Disclosure

Need Help?

Results

Add a Co-Signer

* First Name

Either one of us will call you or send you email reply, depending on your case. Either way, kindly allow us 24 hours.

Laut volum et mil il et endi sum qui de officae nulparuntias mo dis cum quis enturionsed magnat esto te sit perum quibus ex et ius mi, nobisquodit, quia venitio. Et parum aut ius idendi quod mod ut laut quidisciae nonseque esseremporis cus vent ea volorem et quid que Corrum quis et vendania aut autem voluptas volorectiam eaquass itatior eperibus magnam reheni rem fuga. Sus.

3

Getting Strated

Email us

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

*

Borrower

All the agents are currently busy. Avarage waiting time is 3:45 min.s

What's next?

Loan Application

2

Personal Information School Information Addresses

Call the agent

Address line 1, City, State, ZIp code

Congratulations! Your loan request has been conditionally approved

Total Loan Amount

* Duration of time at the employer

Year

Borrower

Borrower Name

Loan Rates & Estimated Total Costs

* Work phone number

Basic Information

1

Nuestras operadoras estan para ayudarles en vivo y al momento.

Credit Details

Either one of us will call you or send you email reply, depending on your case. Either way, kindly allow us 24 hours.

LEARN MORE

Employed

Chat Now

Electronic Communication Disclosure & Consent

Employment Information * Employment status

Accept loan terms eSign Additional Information

Search and locate your school * Degree/certificarte of Study?

Pudi volora nis nobit que net invent alicimporiam volorib usciatessunt quatusam harciis cilibercias resequo magnam volenitate vellorpost harum aut officil mos dest optat ea int omni deliqui volore veriae porro vidit et quaepta con corenda ipienet erehend ictusciis mi, il ex esed quidus experumquam ella ipsunto velicides am aut venis venimolori dolorum que ne inis as voluptae nem nos sequati atatianderum con ne et qui anda preptas autatius se sam, inturem poruptate erionse custrunt am ut experit iumquiat autatur?

* Confirm Social Security Number

XXXX

*

00,000.00

Need Help?

Results

3

Employment Borrower Source of Information Financial

Address line 1, City, State, ZIp code

All the agents are currently busy. Avarage waiting time is 3:45 min.s

Website terms of use * Your relationship to the Student

Financial Information

Website terms of use

I have read, understood and accepted the disclosure information

XXX /

00,000.00

Requested Loan Amount

Loan Application

Click to chat

1-888-272-5543

* Loan Amount

2

Personal Information School Information Addresses

Call the agent

* Estimated financial Assistence

Please select one

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et test, conserum eturerum id eatur?

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur?

* Social Security Number

Either one of us will call you or send you email reply, depending on your case. Either way, kindly allow us 24 hours.

Basic Information

1

Add a Co-Signer

Nuestras operadoras estan para ayudarles en vivo y al momento.

Add a Co-Signer

* First Name

Contact (prai2@sapient.com)

Save the application

Click to chat

* Cost of Attendence

Chat Now

Personal Information School Information Addresses

Need Help? Nuestras operadoras estan para ayudarles en vivo y al momento.

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur?

*

Version 1 published December 30, 2009

Lorum Ipsum | Ehenditas | Veniminis non pore

Chat Now

Loan Details Employment Borrower Source of Information

Loan details Borrower Self Certification

Borrower

by LAURIE BRYKMAN, PRIYA PAUL, PRADYOT RAI

Sallie Mae, Online Loan Application

Lorum Ipsum | Ehenditas | Veniminis non pore

1

2

Contact (prai2@sapient.com)

Lorum Ipsum | Ehenditas | Veniminis non pore

Lorum Ipsum | Ehenditas | Veniminis non pore

Basic Information

Version 1 published December 30, 2009

Loan Application Screen 3

Loan Application Screen 2

Loan Application Screen 1

1

by LAURIE BRYKMAN, PRIYA PAUL, PRADYOT RAI

Sallie Mae, Online Loan Application

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut 1-888-272-5543

?

* Upcoming Year?

Undergraduate Degree

Freshman

* Course of Study?

* Cumulative GPA

Political Sciences

Continue

* Academic period for the loan

* Citizenship

From

* Date of Birth

?

MM /

DD

/

Visual Design was used in the first user testing. Second user test was carried out by interactive prototypes. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

Street Address Line 2

User tests provided some key validations and recommendations for fintuning the designs.

Sallie Mae, Online Loan Application

January 5th & 6th 2010

Location

Newton, MA

Participants

10 respondents representing the ‘Borrowers’ and ‘Cosigners’ demographics within Sallie Mae’s student loan customer base

Technique

One hour long one–on–one interview sessions following the ‘Think Aloud’ protocol

* Cell Phone

___-___-____ Test setting

* Duration of stay

Select period of stay

LEARN MORE

About School * Where is your school located?

Search and locate your school * Degree/certificarte of Study?

?

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia aut doluptatus, cum Aquod molut et optatium expellic test, conserum eturerum id eatur? Evenducit qui optaque denihil liciend isquia aut 1-888-272-5543

* Upcoming Year?

Undergraduate Degree

* Academic period for the loan

Month

Year

To Month

A room in the Upromise facilities in Newton, MA

Test procedure

The Moderator facilitated the session while users reviewed the OPENET Screens and OLA wireframes on a laptop The sessions were relayed though an Intercall web meeting

Administered by

Sapient and Upromise

Year

Year

Highlights 1 the overall response to the new OLA The wireframes tested for the redesign were well received and appeared to have a high level of customer satisfaction Some of the ways users described the new design were: “Pretty good, pretty thorough,” and “Lovely, very easy, asking me all the info that I would have on the top of my head” Users appreciated: The concise fields The order of information requested The simplified look, organization and brevity The prominent display of contact information

2 positive aspects of the new OLA experience Users reacted very positively to the new approach of the presentation of the task in the new design Some of their responses included: “Very nice summary of loan, I would like to see what happens if loan payments are missed” and “Presentation of info very good, pretty simple, nice, well-laid out”

Goals & Objectives Eliciting qualitative responses from current users on their impressions of the new OLA redesign concepts Their satisfaction levels were gauged and suggestions for improvement were gathered

We will save this form for you to come back and complete later. We will also send you an email with the path to return. QuiassumIn rernat. Acerum volutemquia intium rent...

Recommendations 4 Areas of improvement in the OLA design A reinforcement and clearer presentation of some elements of the design would help users find the experience more intuitive and provide the desired guidance Some of the users’ comments on ways to improve the design were: “Insert a headline for References with some descriptive text saying why the references are needed” Other design elements mentioned were: A status or progress bar Although customers liked the step-by-step approach, several mentioned wanting to have a graphic image as well to tell them where they were in the process The need for a clear presentation of instructional text, signposting and contextual help Customers did not notice the legal links for documents to be reviewed and signed in the right rail

5 users’ ideas for enhancements to OLA design Some thoughts users had on ways the application could be made better were:

The prominent placement of the live chat/call/email help options

A tabbed interface that would allow the user to switch back and forth without a page reload

The step-by-step approach, which made them feel like they knew where they stood in the process Softer colors, which were easier on the eye

Users indicated wanting “a more retail kind of experience…more welcoming, more give and take” – “Make it use-able not just do-able”

The simplicity

A dynamic balloon to provide more information

The summary page

3 Clarity is required on some elements of the OLA design At times, questions lingered in the users’ minds about details, product, completion and next steps Users said: “I am surprised that I didn’t see it [rate/terms] before the approval I would want to see it earlier before I decide to apply for the loan” and “I’d be overwhelmed again, feels too quick I don’t know if I’m even eligible. Why am I asked to give financial info, employment history, etc ” Which loan they were applying for

When they had submitted the application

Continue

9 of 10

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

How to find help (FAQs, definitions) on the page, which made them resort to clicking on the Live Chat and Call links in the right-hand column

Add a Co-signer

Continue

Contact (prai2@sapient.com)

Some things that users were unsure of included:

Save

Add a Co-signer

We will save this form for you to come back and complete later. We will also send you an email with the path to return. QuiassumIn rernat. Acerum volutemquia intium rent...

Users particularly liked:

Validating the OLA feature list based on the observed importance and prioritization of features and functionality by its existing users

* Cumulative GPA

Political Sciences

From

Lo-fidelity wireframes representing the new OLA redesign presented in the context of a number of screens of the existing OPENET application

Gaining a better understanding of the users in terms of their goals, needs and expectations from Sallie Mae’s loan application offering

Freshman

* Course of Study?

Version 1 published January 11, 2010

Dates

Test subject

___-___-____

Month

User Research Findings

* Zip Code

Select State * Home Phone

To

Save

* Street Address Line 1

* State

Year

YYYY

Address

* City

Month

What the next steps were

Understand who and where the person is in the process and give that person the tools and information needed to manage the process smoothly and quickly Be a partner in the process, not just a “bank” Acknowledge what they’ve done and let them know how much more is in store Focus on up-front education regarding their needs and options balanced with respect for their time in order to build initial loyalty Make the application experience positive and supportive for the customer Address topics that need to be explained to users in the landing pages for the loan as well as on the application itself Don’t forget to make returning customers feel comfortable with the changes so they know they have returned to Sallie Mae

Future Test Focus Future testing involving newer versions of the prototype will consider: Users who have student loans with other lenders and users who abandoned Sallie Mae’s loan application process to understand if the new site design is likely to influence the current application, abandonment, and loan closing rates The Co-Discovery Method, a more qualitative way to capture a natural and realistic view of how Sallie Mae’s demographic – the Borrower and Cosigner – collaboratively respond to the OLA design The labeling, nomenclature and language of fields, instructional text, buttons and signposting as they play a vital role in directing and guiding the users through the tasks

of 54


25

pg.

Sample of Work January 08, 2011 | PRADYOT RAI (pradyot@gmail.com)

Design & Specification

Sallie Mae, Online Loan Application

36 of 39

by LAuRIe BRYKMAn, pRIYA pAuL, DAVID WHIte, pRADYOt RAI

Version 1 published January 11, 2010

of 54

Contact (prai2@sapient.com)

Screen 1 sequence of interactions Lorum Ipsum | Ehenditas | Veniminis non pore

- Your Smart Option Loan

Lorum Ipsum | Ehenditas | Veniminis non pore

Lorum Ipsum | Ehenditas | Veniminis non pore

Lorum Ipsum | Ehenditas | Veniminis non pore

1

Basic Information

Loan Application

2

3

Need Help?

Results

Chat Now

Getting Started Permanent Address About Your School

- Your Smart Option Loan

- Your Smart Option Loan

- Your Smart Option Loan

Borrower

Nuestras operadoras estan para ayudarles en vivo y al momento.

Click to chat

Cosigner

Call the agent

Basic Information

1

Loan Application

2

Need Help?

Results

3

Chat Now

Getting Started Permanent Address About Your School Borrower

1

Basic Information

Loan Application

2

3

Need Help?

Results

Click to chat

Borrower

Cosigner

Nuestras operadoras estan para ayudarles en vivo y al momento.

Borrower

MI

Last Name

All the agents are currently busy. Average waiting time is 3:45 min.

Suffix (Optional)

None

E-mail Address

___-___-____

Any - decide based on urgency

Other

*

Electronic Communication & Consent - Loan Application and Solicitation Disclosure Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod

MM /

/

Other

Loan Application and Solicitation Disclosure

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Website terms of use Privacy Policy

Citizenship

MM /

DD

/

XXX -

XX

-

Social Security Number

Confirm Social Security Number

XXXX

XXX -

Y

XX - XXXX Go all required?

E-mail Address

Primary Phone

XXX -

XX

-

Other

*

Electronic Communication & Consent - Loan Application and Solicitation Disclosure

XXX -

XX

-

Loan Application and Solicitation Disclosure

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Website terms of use

Citizenship

Other

MM /

DD

XXX -

Loan Application and Solicitation Disclosure

Website terms of use Privacy Policy

Website terms of use

Loan Application and Solicitation Disclosure

Date of Birth

?

/

MM /

DD

/

Electronic Communication Disclosure & Consent

YYYY

Sallie Mae and the Patriot Act Social Security Number

Privacy Policy

XXX -

Electronic Communication Disclosure & Consent

YYYY

XX

-

Confirm Social Security Number

XXXX

XX

-

XXX -

XX

-

XXXX

Permanent Address Street Address Line 1

Confirm Social Security Number

XXXX

XXX -

XX

-

QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

XXXX

City

State

Zip Code

Select State

Street Address Line 1 QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Citizenship

Add a Cosigner

It helps improve your chances to get a loan as well as lower your rate!

Send me student loan interest info, Form 1098E, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut

Add a Cosigner

Please review the disclosures Agnihil inullan delloribusci tenimax imintiis enis aut maximinis minci sequi ullanda non exerspe ratibus, nus.

Permanent Address

Street Address Line 2 (Optional)

*

Sallie Mae and the Patriot Act Social Security Number

Street Address Line 1 QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod quo exped quia praesequidus mos si volupta tibuste sequibusam aut doluptatus, cum

Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

Any - decide based on urgency

Send me the loan terms and services, etc. via email. QuiassumIn rernat. Acerum volutemquia intium rent. Obis solut delliatur mod

Electronic Delivery Consent Disclosure

Street Address Line 2 (Optional)

Street Address Line 1

E-mail us I prefer Sallie Mae to contact me via:

Cell

___-___-____

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It helps improve your chances to get a loan as well as lower your rate!

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Either one of us will call you or send you an e-mail reply, depending on your case. Either way, please allow us 24 hours.

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