Submitted by Jennifer Raisig, Manager, STG Electronic Support Enablement (article originally posted here)
The IBM Electronic Support user experience team is currently recruiting clients to participate in design reviews and usability testing of future enhancements to IBM Support Portal, Fix Central, My notifications, Service Request, and other online tools.
There are several opportunities to share your ideas and provide feedback:
Drive requirements for the future
The IBM Electronic Support Client Advisory Panel meets every other month to focus on a specific topic related to electronic support. Sessions in 2012 covered Support Portal Adviser, Enterprise Search, Future Concepts, Simplification, and Passport Advantage Online. Participating in these sessions gives you the opportunity to provide feedback directly to the architects and technical leads to ensure improvements are made based on your input.
We are currently recruiting clients to be part of the 2013 Client Advisory Panel. You will be invited to a 1-hour web and phone conference every other month throughout 2013. Depending on the topics, we may ask you to do a little homework, but we are very respectful of your busy schedules and make it worth your time to join and actively participate. We are looking for clients who support or use at least one IBM product and who regularly access our online tools, such as IBM Support Portal or Fix Central. We want you to share your perspective about the tools and ideas for improvement. Our first meeting of the year, in mid-February, will focus on the download experience.
If you would like to be considered for the Client Advisory Panel, please contact Jennifer Raisig at email@example.com.
Influence the user experience
Not able to commit to multiple sessions throughout the year? Please consider signing up for a participatory design session, which is a one-time commitment. These sessions are typically 1.5 to 2 hours in duration and are highly interactive discussions with the user experience and UI design team. During the session, you will review design mock-ups or try out prototypes and provide feedback on a specific part of the client experience. The UE team will use your input to update the designs. The new version will then go through additional user validation sessions. This iterative design process will allow us to get a broad set of client input and ensure our designs are client-tested before implementation.
We are currently planning four rounds of sessions to occur in the first half of 2013. Again, we are looking for clients who support the implementation, maintenance, or use of at least one IBM product and regularly use our online resources. If you are interested in participating, please contact Karen Wilson at firstname.lastname@example.org.
Complete online feedback and surveys
We welcome your feedback any time you visit our online resources. Simply use the Support Feedback links on the Support home page to report problems or submit ideas. Please note that we cannot provide technical support for your products through this feedback link. Use this link to give feedback on the web experience.
During your site visit, you might be prompted to take part in our online electronic support survey. This short survey helps us measure your satisfaction and level of success using our web resources. Take a few minutes to tell us what you think!