WebsiteEnhacement-Chat_Comparison_Matrix

Page 1

Short-Term Chat Enhancment Plan Comparison Matrix Form Set-up

Pre-Confirmation Student Experience

Post-Confirmation Student Experience

NOT Logged In

NOT Logged In

Logged In

Other User Experience

Logged In

Parent

User

L Current Reality

*CEA-hosted *11-step form *Creates an Account

CEA

J

Student fills out form and then is directed to their personal ADM Counselor

J

Student is directed straight to their personal ADM Counselor

J

Access denied. If they login, they are told the option is not available to them.

L

User

Initial Plan

*LivePerson-hosted *5-step form *ADM copies and pastes to create a Prospect

J CEA

L

User

J Modified Plan *CEA-hosted *5-step form *Creates a Prospect

CEA

J

J Student fills out form and then is directed to the ADM Round Robin Student fills out form and then is directed to their personal ADM Counselor; Option to upgrade Prospect to an Account in Chat session

J

Student, who has already logged in, must still fill out the form and then is directed to the ADM Round Robin

Student is directed straight to their personal ADM Counselor; Option to upgrade Prospect to an Account in Chat session

L

Student fills out form and then is directed to the ADM Round Robin and then transferred to their Site Specialist

J

K

Access denied. Told the option is not available to them. Student, who has already logged in, must still fill out the form and then is directed to the ADM Round Robin and then transferred to their Site Specialist

J Student fills out form and then is directed to their personal Site Specialist

L

After they create an account to complete the "Chat" Call to Action, access denied. Told the option is not available to them.

L

L

J Parent fills out form and then is directed to the ADM Round Robin

J Student fills out form and then is directed to their personal Site Specialist

University Contact

J Parent logs in or fills out form and then is directed to the ADM Round Robin

After they create an account to complete the "Chat" Call to Action, access denied. Told the option is not available to them.

University Contact fills out form and then is directed to the ADM Round Robin; Msg can be taken if needed

University Contact logs in or fills out form and then is directed to the ADM Round Robin; Msg can be taken if needed

Foreign Student

L

After they create an account to complete the "Chat" Call to Action, access denied. Told the option is not available to them.

J

Random Person

L

L No option available

J Chat will no longer display as a Call to Action option

J

J Person fills out form and then is directed to the ADM Round Robin

J Chat will no longer display as a Call to Action option

J Person fills out form and then is directed to the ADM Round Robin

Created by: Kelly MartĂ­nez May 2012


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