Session 206: Creating an Intuitive User Support Experience


Tuesday, November 12 at 11:15 AM

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Self-service has been one of the major trends of the past 10 years or more. Users want to be able to support themselves, answer their own questions, and organizations want to provide them with user-friendly options and capabilities. But it's often not so easy. In this session, Sarah Sanchez and Brendan Monahan will share a case study on the creation of an intuitive self-service experience, focusing on using human-centered design elements, developing personas to customize the experience, selecting, implementing, and quantifying the value of intelligent automation, and integrating knowledge to increase user engagement and quality.

Sarah Sanchez

Vice President
SAIC

Sarah Sanchez has more than 25 years of progressive experience in IT. She currently serves as the VP of end user solutions for the Enterprise IT practice at SAIC, where she develops and oversees implementation of innovative technology approaches, including development of service offerings using intelligent automation, self-healing, and artificial intelligence. She's also responsible for ensuring that EUS staff across more than 50 programs meet or exceed service levels, perform within financial objectives, and adhere to quality standards

Brendan Monahan

Solutions Development Director
SAIC

Brendan Monahan has more than 25 years of experience planning, leading, and directing teams in infrastructure and end user solution projects. As a solutions development leader at SAIC, Brendan combines his understanding of business transformations in enterprise IT environments with solution architecture concepts to develop practical business solutions, focusing on artificial intelligence and machine learning, self-healing, intelligent automation, and enhanced self-service portals. He also consults, coaches, and advises SAIC teams on strategy, business alignment, enterprise architecture, IT solutions, and their impact on their customer organizations and their stakeholders.
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