Copy - Widget & Action Library (1)

Bliss Platform

Widget + Action Library CO Design Team

18. January. 2018.

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WIDGETS + ACTIONS

Living Library Work in Progress This deck will continue to grow as new widgets and actions are added to Bliss. There are still sections of this deck that need documentation.

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OVERVIEW

Executive Summary

World class support requires world class tools. That's why we've built Bliss - an in-house customer contact management platform that gives our over 30,000 global network of support agents access to the

BLISS PLATFORM

Widget Library About Information within Bliss is organized into widgets. These widgets offer a read-only view of information about the user, trip or other entity.

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WIDGET LIBRARY

Table of Contents Common Tables

Rider Specific Tables

Driver Specific Tables

Recent Contacts Trips Notes Devices Account Tags Account Flags Charge Backs Account Timeline

Promotions Payment Methods Passes Stored Value Transaction History Fare Adjustments & Appeasements User Segments Organizations Profiles

Safety Incidents Payments Vehicles Documents Referrals Compliance Driver Profile Reports Incentives Drivers Driver Status Partner Collection Payout Account History Miscellaneous Payments Payment Statements

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Common Tables

RIDER

DRIVER

TRIP

Tab Location Rider: Profile

Recent Contacts Contact Title (directly opens contact in new window)

Status of Contact

Driver: Profile Date & Time the Contact Was Created

Description Showing the recent Bliss contacts a person has had, agents can quickly check for similar issues a customer has had

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location

Recent Contacts - Details View

Contact type associated with contact

Last date/time contact was updated

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Rider: Profile Driver: Profile

RIDER

DRIVER

TRIP

Tab Location Rider: Trips

Trips Date & Time of Trip

Driver: Trips Product Type

Total Trip Cost

Description Shows all trips related to a customer

Trip Status

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location Rider: Trips

Trips - Rider Details View

Driver: Trips Rating the driver gave to the rider Rating the rider gave to the driver Trip status Product type Promotions applied to the trip Vehicle used on the trip Partner for the trip Rider’s device and app version used on the trip

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RIDER

DRIVER

TRIP

Tab Location

Trips - Rider Details View (cont’d)

Map of Trip

Fare charged for the trip Distance traveled on the trip Time length of the trip (hh:mm:ss) Time of arrival (in local time)

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Rider: Trips Driver: Trips

RIDER

DRIVER

TRIP

Tab Location Rider: Trips

Trips - Driver Details View

Driver: Trips

Rider on trip Complement?

Destination entered by driver Arrival time?

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RIDER

DRIVER

TRIP

Tab Location Rider: Profile

Notes Full text of the note

Driver: Profile Date Added

Description Show notes for the customer or trip

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location Rider: Fraud

Devices Model Name Given to Device

Driver: Fraud First Date the Customer Logged in on the Device

Number of Users Associated with the Device

Description Shows all devices related to the customer

Latest App Version Used on the Device

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location Rider: Fraud

Devices - Details View

Driver: Fraud

Verification of the device Device’s operating system Date device was first logged in with account Last date/time device was updated Latest app version installed

Note?

Related accounts based on device

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RIDER

DRIVER

TRIP

Tab Location Rider: Profile

Account Tags

Driver: Profile Date Tag was Added

Name of Tag

Description Show tags related to an account

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location Rider: Profile

Account Tags - Details View

Driver: Profile

Name of tag Date/time tag was created

Note about tag

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RIDER

DRIVER

TRIP

Tab Location Rider: Fraud

Account Flags Flag Name and Rationale for Flag (red = XXX) (yellow = XXX)

Driver: Fraud Date Flag was Added

Description Show fraud flags for a customer

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location

Account Flags - Details View

Date/time flag was added to account Tag which triggered flag to be added

Reasoning for adding flag Link to policy on team.uberinternal.com

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Rider: Fraud Driver: Fraud

RIDER

DRIVER

TRIP

Tab Location Rider: Payment

Charge Backs Txn Id?

Amount of Charge Back

Driver: Payment If Fraudulent, What was the Resolution?

Was the Charge Back Fraudulent?

Date of Charge Back

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Owner Team

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RIDER

DRIVER

TRIP

Tab Location

Charge Backs - Details View

Txn Id? Resolution type Currency dispute is in Total amount of transaction Disputed amount Associated Trip UUID

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Rider: Payment Driver: Payment

RIDER

DRIVER

TRIP

Tab Location Rider: Profile

Account Timeline Date of Account Change

Type of Event Change Number of Changes to the Account

Driver: Profile Number of Additions to the Account Number of Deletions to the Account

Description History of changes to an account

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Owner Team

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RIDER

DRIVER

TRIP

Tab Location

Account Timeline - Details View

Key for changed value

New value Old value

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Rider: Profile Driver: Profile

Rider Specific Tables

RIDER

DRIVER

TRIP

Tab Location Payments

Promotions Promotion Code

Type of Promotion

Dates Promotion is Active For

Description Shows all applicable promotions for a rider

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Owner Team

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RIDER

DRIVER

TRIP

Tab Location Payments

Promotions – Detail View

Text from promotion creation tool used in receipt description Promotion type Valid date range Date promotion was applied Auto apply flag Does promotion only apply to new riders flag

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Owner Team

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RIDER

DRIVER

TRIP

Tab Location Payments

Payment Methods Card Type and Last 4 Digits of Card

Expiration Date of Card

Card Status

Description Shows all payment methods associated with rider

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Owner Team

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RIDER

DRIVER

TRIP

Tab Location

Payment Methods – Detail View

Payments

Number of transactions, links to transaction history table Status of payment method Credit card type First 6 digits of credit card number Last 4 digits of credit card number Credit card expiration date Name of bank that issued card

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Owner Team

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Country the card was issued in Date the card was added to rider account

RIDER

DRIVER

TRIP

Tab Location

Payment Methods – Detail View (cont’d) Promotion type Notes about card ?

Auto apply flag ?

Name of user’s profile, links to profile in Opera

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Owner Team

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Payments

RIDER

DRIVER

TRIP

Tab Location Payments

Passes Pass Name

Expiration Date of Pass

Number of Trips Used on Pass

Total Cost of Pass

Number of Possible Trips

Description Shows all rider passes

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Owner Team

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RIDER

DRIVER

TRIP

Tab Location Payments

Passes – Detail View

Pass status City where pass is valid Is pass route based flag Number of trips pass has been used on Total number of trips pass can be used on Start date and time for pass End data and time for pass

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Owner Team

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Date pass was purchased

Geofence UUID Links to Geofencer in Tools

RIDER

DRIVER

TRIP

Tab Location

Passes – Detail View (cont’d) ?

Number of trips pass has been used for Trip requirements for using pass

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Owner Team

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Payments

RIDER

DRIVER

TRIP

Tab Location Payments

Stored Value Date & Time of Action

Action Taken

Monetary Amount of Action

New Balance After Action

Link to Trip (opens new Tools window)

Description Shows all stored value transactions

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Owner Team

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RIDER

DRIVER

TRIP

Tab Location Payments

Stored Value – Details View

Amount added New balance on stored value type

Type of stored value Amount of stored value

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Owner Team

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New balance on stored value type

RIDER

DRIVER

TRIP

Tab Location Payments

Transaction History Date & Time of Action

Payment Method

Cost of Transactio n

Type of Transaction

Status of Transaction

Description Shows all rider transactions

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location

Transaction History – Detail View

Last 4 digits of credit card used in transaction Final amount of transaction

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Payments

RIDER

DRIVER

TRIP

Tab Location

Transaction History – Detail View (cont’d)

Date and time of transaction Type of ride Type of transaction Amount of original transaction Date, time, and type of transaction Error & Error Code Amount and status of the adjusted transaction

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Owner Team

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Payments

RIDER

DRIVER

TRIP

Tab Location

Fare Adjustments & Appeasements Quantitative Type of Fare Information Modifier

Amount in Past 30 Days

Amount in Past 90 Days

Total Count

Description Shows all fare adjustments and appeasements broken down by volume and overall trends.

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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Payments

RIDER

DRIVER

TRIP

Tab Location

Fare Adjustments & Appeasements (cont’d) Contextual Category of Information Data

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Summar y in Past 30 Days

Owner Team

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Summary in Past 90 Days

Lifetime Summary Count

Payments

RIDER

DRIVER

TRIP

Tab Location Payments

User Segments Team specific name for individual user segment

Segment Value

Description Show which user segments a rider is part of within different domains

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location Payments

Organizations Associated U4B Organization

User’s Role within Organization

Description Shows U4B organizations a rider is part of

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location Payments

Profiles Rider Payment Profile in Uber App

Profile Type

Email Associated with Profile

Description Shows all profiles associated with rider

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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Driver Specific Tables

RIDER

DRIVER

TRIP

Tab Location Profile

Safety Incidents Link to Safety Lens Teamdot

Creates new Safety JIRA with pre-filled user info

Level of Incident

Type of Incident as Reported in JIRA

Date & time any related contact has been updated

Description Safety Lens - Shows all IRT related incidents for a driver that are tracked in JIRA

Common Contact Types IRT

Associated Actions N/A

Other Notes Only shown if agent has IRT assigned

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Safety Team

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RIDER

DRIVER

TRIP

Tab Location

Safety Incidents - Details View

Profile

Level of Incident Type of Incident as Reported in JIRA Number of Related Bliss Contacts (as seen below) Number of trips at time of incident (from Trident) Related Contact Details

Details of incident 45 Confidential - Attorney Client Privilege

RIDER

DRIVER

TRIP

Tab Location Payments

Payments Date and time of trip

Variable number of rows depending on trip

Filters view to only show payments in a paginated list

Description Shows breakdown of five most recent payments

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location Payments

Payments - Banking Info Hover state for banking info tag

Owne r

Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location Vehicles

Vehicles Make and Model of Vehicle

Vehicle Manufacture Year

Vehicle’s License Plate

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

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Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location Vehicles

Vehicles - Details View

License Plate Number Vehicle Make Vehicle Capacity Vehicle Manufacture Year

Image of the Vehicle

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RIDER

DRIVER

TRIP

Tab Location Vehicles

Documents Document Name

Date & Time Document Was Added

Document expiration date

Link to Nested View of Document

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Customer Obsession

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RIDER

DRIVER

TRIP

Tab Location

Documents - Document View

Image of document

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Vehicles

RIDER

DRIVER

TRIP

Tab Location TBD

Referrals Driver’s role in the referral

Name of other driver involved in referral

Current status of referral

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location TBD

Referrals - Details View

Name of other driver involved in referral Date referral is completed Location of the referral Number of trips completed towards referral Current status of referral

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RIDER

DRIVER

TRIP

Tab Location TBD

Compliance Inputs to show required docs based on City, Product and Vehicle Date and time document was added

Document Name

Document expiration date and time

Description Lorem Ipsum Dolar Situm

Document Status

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location TBD

Driver Profile Reports Profile Report Category

Number of Reported Cases

Last Date & Time a Reported Case in Category was Added

Link to nested view of driver’s social profile

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location

Driver Social Profile - Rider Thank You Notes Rider submitted thank you notes

Pagination loads five comments at a time

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TBD

RIDER

DRIVER

TRIP

Tab Location

Driver Social Profile - Questions

Driver supplied answer

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TBD

RIDER

DRIVER

TRIP

Tab Location TBD

Incentives Incentive Name and Basic Info

Type of Incentive

Start Date and Time

Incentive Status

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location TBD

Incentives - Details View

Campaign code, description and date/time details Type of incentive e.g. realtime vs. do x get y Details of incentive Link to trips that received this incentive

Time span incentive is effective

Incentive status Incentive location Is the incentive applied automatically 59 Confidential - Attorney Client Privilege

What type of Uber trips does this incentive apply to

RIDER

DRIVER

TRIP

Tab Location

Incentives - Details View (cont’d) ?

Geofenced area where incentive is available

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TBD

RIDER

DRIVER

TRIP

Tab Location TBD

Drivers Driver’s Name

Driver’s Status

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes Should only be show if the customer is a partner with

Owne r

drivers Owner Team

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RIDER

DRIVER

TRIP

Tab Location TBD

Drivers - Details View

Driver’s name (Open’s Bliss Search for driver in new window) Driver’s UUID Driver’s phone number Driver’s current status

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RIDER

DRIVER

TRIP

Tab Location TBD

Driver Status Current Step

Step Status

Step Name

Timestamp of Last Update

Step Status

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location TBD

Driver Status - Details View Step name Step name Step status Date & time of last update Description

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RIDER

DRIVER

TRIP

Tab Location TBD

Partner Collection Date and Time of Collection

Collectio n Status

Collectio n Amount

Arrear UUID

Link to Arrear (New Window)

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location TBD

Payout Account History Date and Time of Account Activity

Type of Account

Holder’s Name on Account

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location

Payout Account History - Details View

Date & time of payout Card bin?

Card expiration month Card expiration year City?

Bank?

Account number

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TBD

RIDER

DRIVER

TRIP

Tab Location TBD

Miscellaneous Payments Date and Time of Payment

Amount of Payment

Type of Payment

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location

Miscellaneous Payments - Details View

Date & time of misc. payment Description of misc. payment Author, creator or reference for misc. payment

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TBD

RIDER

DRIVER

TRIP

Tab Location TBD

Payment Statements Date and Time of Payment Statement

Total Amount of Payment

Status of Payment

Type of Payment

Opens Statement on partners.u ber.com

Description Lorem Ipsum Dolar Situm

Common Contact Types All

Associated Actions N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Tab Location

Payment Statements - Details View

Date of payment submission

Does this field get used?

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TBD

RIDER

DRIVER

TRIP

Tab Location

Payment Statements - Details View (cont’d) ? ? ? ?

We need to rework this section

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TBD

BLISS PLATFORM

Action Library About Agents and Experts need to be able to update a user’s account. Bliss Actions provide a unified way to perform actions such as Edit Profile and Adjust Fare.

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ACTION LIBRARY

Table of Contents Trip Actions

Rider Actions

Driver Actions

Need to Add

Need to Add

Need to Add

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Trip Actions

RIDER

DRIVER

TRIP

Tab Location TBD

Adjust Fare Description Adds credits to a rider’s account

Common Contact Types All

Associated Context N/A

Other Notes N/A

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RIDER

DRIVER

TRIP

Tab Location TBD

Blacklist Future Pairing Description Adds credits to a rider’s account

Common Contact Types All

Associated Context N/A

Other Notes N/A

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RIDER

DRIVER

TRIP

Tab Location TBD

Change Trip Rating Description Adds credits to a rider’s account

Common Contact Types All

Associated Context N/A

Other Notes N/A

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RIDER

DRIVER

TRIP

Tab Location TBD

Resend Receipt Description Adds credits to a rider’s account

Common Contact Types All

Associated Context N/A

Other Notes N/A

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RIDER

DRIVER

TRIP

Tab Location TBD

Switch Payment Method Description Adds credits to a rider’s account

Common Contact Types All

Associated Context N/A

Other Notes N/A

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Rider Actions

RIDER

DRIVER

TRIP

Tab Location TBD

Add Appeasement Description Adds credits to a rider’s account

Common Contact Types All

Associated Context N/A

Other Notes N/A

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RIDER

DRIVER

TRIP

Add Credits Description Adds credits to a rider’s account

Common Contact Types All

Associated Context N/A

Other Notes N/A

Owne r

Owner Team

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RIDER

DRIVER

TRIP

Add Rider Note Description Adds credits to a rider’s account

Common Contact Types All

Associated Context N/A

Other Notes N/A

Owne r

Owner Team

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Driver Actions

THANK YOU

Appendix

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