How many telephone rings would you allow before you want something else to happen?

I was thinking about telephone rings and how that applies to differant contextes with businesses and personal relationships. Watching family, friends and business people make phone calls i notice the frustation levels and the willingness to allow more or less rings seems to correlate with the intent and context of the conversation.

When I was modifying my business phone menu system for incoming calls, I used the stop watch on my ipod touch to see how many telephone rings i could receive during 5 seconds before it trasferred into the tree directory. You could receive just short of 4 calls, about 1 seconds more and it would be a solid 4 calls. So I set it at 3 seconds and thought about, why do people call me on my business phone? email address? fax number? company name? website address? I would say yes to all but intent and context have more variables to consider.

What i often do for brainstorming sessions when i am sitting at my desk is open mindJet mind manager and starting exploring and expanding ideas. As the central theme i type in: How many telephone rings would you allow before you want something else to happen? As topics I put intent and context, then placed constraints as a subtopic.

This mind map helps me while i am running scenarios in my head or sketching them out. How do these scenarios match with the current system?  For this question I usually sketch a flow/ task analysis, then if possible actually perform these task with these scenarios.

The end result was:

I set the phone to 6 seconds before the phone directory starts based on the results i discovered peforming differant scenarios.

What I observed in the New Jersey DMV

I arrived in the parking lot at 7:25am on a Saturday during the second week of July, the line had already extended about 50 people deep. Some people had zip loc bags of documents which contained passports, social security cards, and bills. The other groups of people carried documents in their hands or some kind of binder. When more people arrived, the majority of them took a spot behind me and went into the "wait your turn mode". The wait your turn mode consisted of the following activities: Doing some kind of activity on cell phone checking email, checking facebook, and making and receiving calls. Side note: few people observed texting. The conversations between people centered around: What line is this for? Do you know if I have all the required documents? Is this the right building for x? Four people had been waiting in the line when they remembered they left a document in their car, two of them used the social norm we learned as children "would you save my place?"  The car for one of them was located about 20 feet away so this person just step away without saying anything, got his documents and step back into line. The final person of the four got that look of "I want to say something, but does it matter?", so this person walk away from the line, got the documents from the car and with a regretful face took a place at the back of the line. When the doors opened at 8:00am, a person with a loud clear speaking voice started to announce criteria for people to know what group they needed to go into with certain documents. After this person announced the group criteria, this person said " group X follow me into the building." Only a few people started to follow her and then people in the line started to talk with each other on clarifying what criteria went with certain groups. This person noticed that few people are following so this person went individually down the line and asked "what are you here for?"  "You need X and Y document, let me see those." If you did not have certain documents this person told you "in order to start and complete this certain type of transaction you needed to go and get the documents you are missing." Once inside if you had your required documents filled out, you waited in a line to see a person in a group of 3 to verify you had the correct number of documents called the six points of verification. If you had all your documents but not filled out you had to go the reception area and fill them out and give up your place in the line inside the building. When you are verified to have the six points of verification you are directed into a line that is particular to your situation(e.g; drivers licence renewal, title transfer etc).

Next steps after observation notes:

Identify behaviors that seem to be roadblocks in order to move forward in the process. ( sticky notes plus affinity diagramming).

Created a Mind Manager Map to represent priorites and themes in research

Create wireframe to illustrate placement of items and overall structure.

 

The process i take to start a project

The foundation for my user experience philosophy is having a practical purpose for the process we decide on to reach a final decision about a problem.  Through collaboration with company personnel plus customers, we can start to see the picture come into focus and during this process we can start to make correlations between these various elements to arrive with a shared vision. The cohesiveness to arrive with a shared vision contains three elements: user, project, and business goals. The goal is the end result after you go through some elements to arrive at this destination. The basic shells to arrive at the end goal are: context and reasons.  Start by asking, what type of environment are we working in? What objects or decisions do we need before proceeding?  After these questions are answered you can start by connecting these basic shells into the main goal and see if it makes sense.

The Entrepreneur's Creed

I do not choose to be a common man. It is my right to be uncommon -- if I can, I seek opportunity -- not security. I do not wish to be a kept citizen, humbled and dulled by having the state look after me. I want to take the calculated risk; to dream and to build, to fail and to succeed.

I refuse to barter incentive for a dole; I prefer the challenges of life to the guaranteed existence; the thrill of fulfillment to the stale calm of Utopia. I will not trade freedom for beneficence nor my dignity for a handout. I will never cower before any master nor bend to any threat.

It is my heritage to stand erect, proud and unafraid; to think and act for myself, to enjoy the benefit of my creations and to face the world boldly and say "This, with God's help, I have done."

All this is what it means to be an entrepreneur.

Sam Walton 

WalMart Stores

Bank ATM use case changed needed

Today I went to the bank to deposit a business check, I decided to use the ATM because it was lunchtime and the bank was busy inside. I entered my ATM pin and received a message that it was incorrect, so I thought I type it in wrong and entered it again. I thought to myself, did I change it? I tried an older pin then tried my previous number again, "You have reach the maximum amount of pin entries, you account is locked." I waited inline for about 10 min then I was told by the teller" You can not use your ATM card for 24 hours, but I can complete your deposit and any other transaction you may have."  I told the teller "so you are temporary taken away a convenience, and unable to reset my account?" "We are doing this for your security, so if someone tried to access your account, they would be unable to do so. If we had the option to reset your account and your identity was verified over the phone, they could withdraw a large amount of cash. So this forces the person to come face to face with the teller to verify your identity." I told the teller " Ok that makes sense but, I am the person that owns this account, I have my drivers license, social security number, and checking account book to tell you that I am who I say I am. A branch manager or a combination of people with high level access should be able to reset my account to the normal state. If you wanted to get fancy, you could also verify my identity through fingerprint or a retinal scan. Do you have a piece of paper I asked the teller? I made a circle with "customer" in the center, security is your second circle, and then you have procedures that happen when this type of scenario happens, you have your reasons that you just outlined to me. The question you are NOT asking yourself is what is the cost to the customer? You are taking a convenience away from me, but I am saying that I am who I say I am and I want my privileges fully restored now."  The branch manager came over and said, "I am REALLY sorry for the inconvenience this causes you but we are unable to unlocked you account for 24 hours."  I smiled at him and said "If you need help implemented a software solution for this problem in the future please call my company, have a great day."