'My Services' View

[Gerry]

Topic to discuss the upcoming My Services view - be there at INSIGHTS 2018 to discover more.  

[Darren Rose]

Good Morning Gerry. Well done on a really good Insights 2018 event. 

I was so keen to look at the 'My services' this morning, I even got in early to test it out. 

However, it doesn't look how it did yesterday at the demo, and is basically the same as the existing portal but without the banner

Are we missing anything? 

Thanks

Darren 

 

[TrevorKillick]

@Darren Rose

An update for Service Manager is due imminently which will bring with it all the updated UI your saw at Insights. 

Kind Regards

Trevor Killick

[Dan Munns]

@TrevorKillick this will effect the service.hornbill.com/ url if I remember correctly? 

Will there be a global setting to switch this off for the moment as if the portal suddenly changes without comms going out I am going to be swamped with emails and phone calls from all kinds of people. 

If I can switch it off for the moment, will I still be able to get to it for testing / screenshots for making said comms? 

Thanks

[TrevorKillick]

@Dan Munns

Right now service.hornbill.com is unaffected, the plan is the new employee portal will replace service.hornbill.com but for now, it's just a preview. 

Kind Regards

Trevor Killick

[Gerry]

1 hour ago, Dan Munns said:

@TrevorKillick this will effect the service.hornbill.com/ url if I remember correctly? 

Will there be a global setting to switch this off for the moment as if the portal suddenly changes without comms going out I am going to be swamped with emails and phone calls from all kinds of people. 

If I can switch it off for the moment, will I still be able to get to it for testing / screenshots for making said comms? 

Thanks

Dan,

The existing service.hornbill.com portal will be unaffected by this, new and existing will run independently side-by-side.  However, they do share the same customization settings, and thinking about that, if you want to tune the two portal presentations independently that might present a small challenge, I am hoping your already applied customization settings look ok in the new Employee Portal - if this becomes an issue for people, for example if you want to use a different image in the new portal presentation then we may have to do something about that.

 

Gerry 

[Dan Munns]

Hi @Gerry

Thanks for the clarifications. (and @TrevorKillick) 

I have voiced some opinions of this post by lokent:

Thanks 

[Gerry]

15 hours ago, Darren Rose said:

Good Morning Gerry. Well done on a really good Insights 2018 event. 

 

Thank you, and appreciate yourself and Paul making the trip to attend the event, good to see you both

Gerry

[Lyonel]

So far (only spent 1h in due to other commitments ) I like having the same user experience as a customer when I need to raise a new request myself. It may sound stupid at first (it was for my boss) but when you break it down to having a single experience throughout the system I believe this is an important and necessary step forward. I am 100% convinced this will also improve my analysts' perception of Hornbill from a customer standpoint (only 20% of them actually went on the service portal at least once in the last 6 month! ). Great addition

Just like Dan, I am concerned with the immediate changes happening without prior communication to our users... I love your enthusiasm but such UI change should be communicated and planned (even if you just give us 48h to send out a comm, ideally a week).

 

[Guest Ehsan]

@Lyonel,

The Employee Portal (i.e. https://live.hornbill.com/[INSTANCE]/my-services/) is a preview at the moment, the Service Portal (i.e. https://service.hornbill.com/[INSTANCE]) will remain unaffected. I would hope that you shouldn't need to be concerned at this stage and will see improvements throughout the Employee Portal follow through in the coming weeks. We will not replace the Employee Portal with the Service Portal until we have full confidence that we've delivered a more intuitive and enhanced experience for end users; at which point we hope that end users approach the Employee Portal with enthusiasm when the communications are sent. I can assure you that we will inform our customer case prior to commercialising the move from the Service Portal to the Employee Portal.

Thanks,

Ehsan

[Dan Munns]

@Ehsan I cannot obviously speak for @Lyonel but I was talking about the UI changes to the analysts (raising requests via Service Manager) that were just dropped on us with no warning rather than the portal changes. 

 

I would like to raise a slight issue with the My Services view however. Bulletins seem to have the text cut after a certain number of characters / number of lines of text. In this case below it is missing the words 'this service'.

As you can see their is plenty of space to allow for the extra line.

Edit: 

Apologies but another issue which has been brought to my attention is the way the tiles are displayed make the service look untidy. Perhaps having the icons displayed in the top left corner of similar would help. Also the tiles in the bottom left have missing lines. 

[Guest Ehsan]

@Dan Munns,

Thanks for your feedback, I will share the above issues with the team.

Ehsan

[Dan Munns]

Thanks @Ehsan. One Two other things I have noticed it that radio buttons when selected are off centre (they remind me of the googly eyes in my profile picture), and the icons are not always set within the circle: 

It doesn't seem to be icon specific though...

And the 'googly eyes' which set of my OCD  (apologies in advance to those who didn't notice and now wont see anything else)

[Lyonel]

I confirm what @Dan Munns said, the problem is with the analysts using Service Manager @Ehsan

[Dan Munns]

Is there going to be a place for 'My documents' like there is on the current portal? 

We use it for scheduled reports / notices and knowledge base documents at the moment. 

Also I have been asked if we can remove the Hornbill branding from the top of the page (move it back to the bottom maybe) and make our own branding a little larger (like the current portal). I know size will be capped by the notification bar currently but it was just a request I had.

[Lyonel]

4 minutes ago, Dan Munns said:

Also I have been asked if we can remove the Hornbill branding from the top of the page (move it back to the bottom maybe) and make our own branding a little larger (like the current portal). I know size will be capped by the notification bar currently but it was just a request I had.

+1 Nice to have but I would take it

5 minutes ago, Dan Munns said:

Is there going to be a place for 'My documents' like there is on the current portal? 

Planning on making a lot more use of this too (with reports and co.) so having a "My Documents" section on the service portal would be good.

[Guest Chaz]

The icons that are misplaced in circles and the layout for catalog item titles will be fixed in our next update. Looking into how best to tackle the bulletins being cut off when they're smaller.

[Guest Ehsan]

@Dan Munns, @Lyonel,

Since the Service Portal has been brought into the User App (i.e. referred to as Employee Portal for now ) , a powered user should now be able to use all the features of the Document Manager via the main menu. This applies to other Apps that a powered user has the rights to.

The purpose of moving the Service Portal into the User App was to allow powered users to access a wide range of features in the Hornbill platform (i.e. a Service Portal user couldn't action on activities in the Portal, which will now be able possible).

[Dan Munns]

@Chaz Thanks for the update. 

@Ehsan Thanks for the explanation. However as this is predominantly a service portal for the end users I do believe that an easy, 'in your face' area for FAQ documentation will increase the user take up of the feature greatly. 

'If it's not easy, they won't do it' is something I have taken as gospel during my time working on service in various capacities and it has been proven time and again. Even if they could have a favourites bar that we can pre populate with a 'standard' set of shortcuts that would be good. Also if we could have the ability to move the current view around to better place the widgets for our businesses way of working. Having news / bulletins at the bottom of the page kind of negates the point of them as we want them to be read before a user logs a ticket.

[Lyonel]

8 minutes ago, Dan Munns said:

'If it's not easy, they won't do it'

So true... I would also add "if it is not clearly visible, they won't bother" => we need a shortcut easy to find. As @Dan Munns "In your face" approach for the employee portal.

9 minutes ago, Dan Munns said:

Having news / bulletins at the bottom of the page kind of negates the point of them as we want them to be read before a user logs a ticket

200% behind Dan on this one! Although I like the look and feel of the new interface, I believe the bulletins are missing their attractiveness and therefore will not be considered with much attention compared to today. The status indicator though, that is a great change! Brings it much more into the customer's attention.

[Guest Ehsan]

@Dan Munns, @Lyonel,

You make a great point. It is worth considering that moving from the Service Portal to the Employee Portal requires a positive transition. A powered user will have to navigate to the main menu to the access the Employee Portal or use the  b in Hornbill Today. This new method of interacting with Hornbill will open up all possibilities for a powered user, when accessing other Apps and features in Hornbill platform - Given their new enhanced visibility. That was the vision we went for when we considered introducing the Employee Portal.

I will feed this back to the team, to find out if there is a better way enhancing a powered user's visibility to the Document Manager.

I will also speak to the team about about the position of News / Bulletins.

Thanks,

Ehsan

[Guest Chaz]

@Lyonel @Dan Munns the amount of text shown in bulletins will also be sorted in the next update.

We actually moved the bulletins further down because research showed that interactions beyond the first item in a carousel is low and next to nothing when you have many more... Having said that we'll review the situation and see how we can improve the layout.

[Darren Rose]

1 hour ago, Chaz said:

@Lyonel @Dan Munns the amount of text shown in bulletins will also be sorted in the next update.

We actually moved the bulletins further down because research showed that interactions beyond the first item in a carousel is low and next to nothing when you have many more... Having said that we'll review the situation and see how we can improve the layout.

I do think that Bulletins should have more prominence. Our service catalogue is fairly large, which means that on most screens the bulletin is not visible without scrolling down.

If the bulletin was placed at the top and dynamic i.e. the bulletin only shows if we choose to publish something, but if nothing is published then there isn't a bulletin displaying, then that would be good.

[Dan Munns]

One thing I have noticed today: When opening the My Services view for the first time (or refreshing the page) it loads the Hornbill default images (iPhones on the bulletins, people in the background) for a second before picking up ours.

It also happens when opening a service with a bulletin (default images for a second)

This doesn't happen anywhere else (old portal or Hornbill Today view). 

[Guest Chaz]

18 minutes ago, Dan Munns said:

One thing I have noticed today: When opening the My Services view for the first time (or refreshing the page) it loads the Hornbill default images (iPhones on the bulletins, people in the background) for a second before picking up ours.

Also fixed in the next update!