http://www.rachelsamuels.info/work daily 1.0 2022-08-30 https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512705302824-6ERKEOXNQLVFRFDD69V1/3.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512706254574-8F978MOG6WP15S0YRQK2/11.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512706008255-0UBJV7DKGXMX6ZUJ0WK0/9.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512705190632-2XSV2DFO8I1Q7A4FMH2G/1.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512705606543-1YE5XMGC600ZF169DRPH/5.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512706252214-PRB4YVLNNDH00EXFM0GT/10.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512705996987-0B3YRE7O3EHM7PEG3JAY/7.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512705815640-59ZJVWX4FQZXKH3RC78P/6.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512705592663-ZJQQ7DV992HXU0MNRX8K/4.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512706001692-HU8GLOUJC2HIJ253G9QA/8.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512706256875-FFP20I92T0MK3WZJOXXD/Bitmap.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512705271954-KX6OUYOE6JWG2WBEU40P/2.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512836723342-57O2R8GVBKJZ4KOF5WEN/Jan2017_THD_ExperienceSpec_v10+81.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512836486818-55MH0W1Y73Y3J7LAIOR9/Artboard+5.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512836419682-975DXANKGNFGMAV9ERQ9/3+copy.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512836452723-B0K47X2KROUR3NN4QCVJ/3.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/60f5a28d-fe31-4517-91ec-239662df815a/visual+style+guide.png Work - Make it stand out Component Library https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/923b3f66-abd0-4d40-b406-1702983f093b/responsive+document.png Work - Make it stand out Responsive Rules https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659559979343-KPCCR1TR29EGS2KZBZDL/pru+home.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659559981335-3XMS873ZPG5UTIKLXSE4/pru+summary.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659559981515-U5XGQJFQ89HG23RSWD1U/pru+transactions.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659559979296-HG6BLTC8AT583N2LHT06/pru+contributions.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659559980308-Z2M5G2RRGX2YYFS4AGSY/pru+manage+investment.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512923082299-7OMYNO3EDQE00NLWWCR8/Elements+Copy.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512922437049-ZSG9V1G9A3NW6VK4Z0AD/grid.png Work - Grid Grid https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512922963758-1CCPRTTGG4KXVEXFVA1Z/FORD+Colors.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512922987908-JLUIMS21YTIYBROUZVPD/Typography+Copy.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512927432024-PRX7WZGHFUCXJZ8UVUG4/Header+%5BFORD%5D+Copy.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512923734812-8HBHIBUA8F42MRCEXWJF/Images+Copy.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554655735566-6QAE29DUJXICPL47OHUQ/chat+design.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1531938413180-J6H99ELLIW1LWZAM817I/welcome+message.png Work Welcome Message https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1531938433263-24Z715PBASC4DZK9V4FC/disambiguating+intents.png Work Disambiguating Intents https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1531938442326-C77UXHT46I26AEG7GSWB/live+handoff.png Work Live Handoff https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1531938429211-PLNWBG1QTRWLLG0PUHN1/typing+%26+scrolling.png Work Typing & Scrolling https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512841986016-0REMKPOIYR3EMZQYBI1T/9.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512840980920-21ORJOFK48IBM6A25WC1/4.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512840969735-21O3PE4VHZX4UF64W2U1/image-asset.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554650802374-ILTW54HLJZ6FVEW8J12Y/CIAM+Use+cases.png Work - Migration Scenarios We identified all possible use cases then created the associated user flows. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512841937782-57GCU23LI9SRMKZ3W6NP/image-asset.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512842037145-VHDZ8AR2EXIJY85CXUVB/image-asset.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512841951878-SDKVCWYQU9CN0ZACUD3O/image-asset.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1531709150402-CFB7Z01085KIULG2QUEM/registration Work Analytics showed there was significant drop off in the second step of the original registration flow. By reversing the steps so users found their contract first (and improving the information hierarchy and UI) we reduced friction and increased registration completion rates. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512840810881-JFB27PHVSL9WERQBRX1Q/image-asset.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512841090832-FY2ZFQ23OEUHD3WHZ1RE/image-asset.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512840820135-CO3AB09X751FFN6YKR9F/image-asset.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512841073956-RUWYPW8M4JMAG12A45M8/image-asset.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1531710656624-UX9CIWOMI3XU5O086TDB/autopay.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1531709753660-0O3V90MWHA24JBWLXLQO/payment+flow Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554659411605-UNP8XJ4G2U6RG8BCVI75/mbfs+dash.png Work The account summary provides a comprehensive overview and quick links that enable self-service. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/5fc9fbfe-d47d-44a4-8af2-d35fb9992dc1/chat+started.png Work - Make it stand out Agent joins https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/f9d303aa-a555-489a-9750-87ad0e7399e4/live+chat+flow.jpeg Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/ea791bed-5d95-4cb9-9796-c27ac1d80301/live+chat+error+flow.jpeg Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/e5cac200-2107-4b0b-8124-d37749b0fd68/1.png Work - Make it stand out Help starts with Erica https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/c721b53b-2b9a-4e00-8a65-28bfff7c3dc7/9.png Work - Make it stand out User utterance should look the same whether the customer is talking to Erica or a live representative. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/875c1b4e-3b52-4f61-9510-48fea0c3f94d/5.png Work - Make it stand out Seamless transition from Erica to Chat https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/5754b2fc-26fb-4fa8-acd1-07d505b7ff7e/10.png Work - Make it stand out Reverts to Erica https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/4853ae66-aa70-486c-a9c7-d7195b3c52f7/3.png Work - Make it stand out Customers can ask questions or request to talk to a representative https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/9ca2ecb3-18a9-4af8-91e3-9bbed719cdbb/4.png Work - Make it stand out Erica provides self-service options related to the customers utterance as well as a way to get help from a representative https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/b486bbbf-faf2-4cfd-afd9-f6c301c42b49/end+chat.png Work - Make it stand out End chat confirmation https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/ab593897-3261-4051-9f21-10d17e255abb/fraud+flow.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659712402416-9CWVR27YLOS5XZB9L8CA/Group.png Work Skip this disambiguation if the user’s utterance includes a descriptive entity. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659712401167-721DMMEAMPZIAR8S6HZU/Group+2.png Work The transaction journal is filtered based on the user’s utterance or selection. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659712401134-QXTYRU2LY26R21GVD2S2/Group+3.png Work Users can view the transaction details before getting help by either submitting a claim or contacting a specialist. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659712401741-35SSNJGOQ2OHBACFY6SD/Group+4.png Work Each selection gets routed to a different end point in the contact center. https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659712402359-LMNEJP0Q2YLAS1DSI7Y6/Group+6.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554683576944-X03I260J6V4XWAE1U165/am+resorts.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554679307659-RM522IU8A9EQZ91DLNZ0/mbfs.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554682555330-TIEQK5F7PIIGS4RIZR6B/ford.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554677187450-DRMGG54PMZM3T9BNGAU6/citi.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554679857446-2ME2QR8EHUD3VIDXBGH0/CSD.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554677583686-YJ53SQEG450KLHPBZ8QP/chat+.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1554677898469-YWIOWBD3NL8YZ7XPQWE6/registration+cover.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659560943050-C9QQJANUY0RBIBZC1ZU2/prudential+cover.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659638573685-AL1Y5R2786VJ2N17W7GX/live+chat+cover.png Work https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1659711983624-YFTDDSZAG9F0V9IEOHFT/transaction+inquiry+cover+copy+2.png Work http://www.rachelsamuels.info/contact daily 0.75 2017-12-09 http://www.rachelsamuels.info/about daily 0.75 2022-07-19 https://images.squarespace-cdn.com/content/v1/57c45f4c2994caea3b0cb9fe/1512612004736-8R5T29IU74NUHVFIU72E/45140003-v2.jpg About