Using Web 2.0 & Social Media Technology to streamline Customer Service for profit and good. Mass Bay Transit Authority (MBTA) of Boston An Evaluation of the Webby Award winning portal and their User Interface & design. By Shaun M. Gould A Presentation by Shaun Gould for: MBTA (Metropolitan Boston’s PublicTranssit Authorty (AKA "The T " ) CustomerSupport Portal. Reccomendations, User Surveys, Interviews, and discussion with designa nd implementation team.

1. MBTA Customer Support Presentation by Shaun Gould Project description Assign task to team members Weekly project status Four input screens Four output screens Develop a case diagram Develop a to eight golden rules of interface design A Presentation on: User Interface & Design by Shaun M. Gould

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5. TEAM 4: BELITSKY, GOULD, OLI

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12. While the error message in slide7 is brief, the user must look for the area to be checked; highlighting the area in need of correction would enhance the user’s experience, and minimize the need to re-read the form. This would stimulate a more successful user experience. Ironically enough, the checking of the terms & conditions box is mandatory, yet this mandate is not explicitly communicated until the error is made by user! Despite this fact, other information is highlighted with red, and designated as mandatory field. This is incongruent with subsection C of the principle PREVENTING USER ERRORS, and with subsection A of STRIVE FOR CONSISTENCY .

16. Users will be satisfied by a confirmation of their intentions. The confirmation should be directly proportional to the frequency and significance of the action; frequent actions should be confirmed with a modest response from the system, while an infrequent and significant action should generate more substantial confirmation…

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23. User Personas and Scenarios in relation with human culture Emeka Oli

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41. MBTA Customer Support Presentation by Shaun Gould DATA DICTIONARY Attribute Table Null? Unique? Pkey? Fkey? Ref table Domain TID Train N Y Y N NA 4 digit integer greater than 1000 Location Train Y N N N NA character string length 10 Accident Train N Y Y N NA 4 digit integer greater than 1000 Complaint Train Y N N N NA character string length 65 Driver Train Y N N Y Comment 4 digit integer greater than 1000

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