User Research Report

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This plan details AT&T Migration Team’s approach for conducting user research methodologies on the AT&T’s Agent experience in the Horizon platform and across different channels of interaction. The objective of the user research is to define how agents use different areas of the agent platform, interaction patterns, identify frustrations and note problem areas, and make [...]

AT&T Horizon Agent Application

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This is the agent system that Asurion call center agents are using for AT&T customer for filing the insurance claims. I got to redesign the old platform called iCare which is the legacy Agent system for mobility. The Horizon Agent system is built in Pega customer engagement software. Pega has their own user interface framework. Designers [...]

Federal Student Aid – eCampus Based System

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The Campus-Based Programs include the Federal Perkins Loan, Federal Work-Study, and Federal Supplemental Educational Opportunity Grant programs. These programs are administered through the Electronic Campus-Based (eCB) System. Current eCB Website Suggested Design (Communications Flow only)   

Federal Student Aid – TEACH Grant

What is a TEACH Grant? The U.S. Department of Education’s Teacher Education Assistance for College and Higher Education Grant (TEACH Grant) Program awards grants to students who intend to teach, to help pay for their postsecondary education. As a condition for receiving a TEACH Grant, you must agree to teach full-time for at least four years as [...]

MySeco

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The Department of Defense established the Spouse Education Career Opportunities program to provide education and career guidance to military spouses worldwide, offering comprehensive resources and tools related to career exploration, education, training and licensing, employment readiness and career connections.

TCG – Sample Tasks

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A "govpreneur" is a "government entrepreneur", a government employee (usually in management) who takes risks to improve how government works by implementing new methods and technologies. Just like entrepreneurs such as Richard Branson, Steve Jobs, and Henry Ford, they want to change the world by doing extraordinary things. And we want to persuade them that [...]

Railway Reform: Toolkit For Improving Rail Sector Performance

This Railway Reform Toolkit aims to provide an easy-to-use resource on the rail industry—what it is and what it does best—and to provide an experience-based set of best practices to aid in the planning and execution of railway reforms. This toolkit is based on international experiences with railway reform under a range of railway organizational [...]