updated project details for workflows (was fam)

data/content.ts

@@ -90,14 +90,34 @@ export const SITE = {
 
 export const PROJECTS: Project[] = [{
     id: 1,
-    slug: "flowbased-agent-management",
+    slug: "workflows-app",
-    title: "Flow-Based Agent Management platform",
+    title: "Workflows: Hit the ground running",
-    description: "This Flow-based Agent Managemment (FAM) platform is a real-world example of an Agent support tool designed to streamline in-person interactions.",
+    description: "Workflows is a microservices platform for breaking down complex business processes into guided workflows with a focus on collapsing the gap between a novice agent and an expert one.",
-    details: `# Flow-based Agent Management platform (FAM)  
+    details: `# Workflows: A Flow-based support platform designed for event-based organizations. 
+
+## 'It's not just "make the UI simpler" but "make a day-one hire perform like a veteran on this task, every time."'
+
+<br/>
+<br/>
+
+### Overview  
+
+Workflows is a microservices platform for breaking down complex business processes into guided workflows with a focus on collapsing the gap between a novice agent and an expert one.
+
+The short of it is: Two agents doing the same check-in shouldn't take 90 seconds and 6 minutes. Workflows as a product seeks to compress that spread in variance.
+
+As an objective it is measurable, demonstrable, and directly tied to money (labor cost, queue length, guest satisfaction, throughput per desk). **The metric is time-to-task and its variance - not just the average.**
+
+It's not just "easy software. It's not just "make the UI simpler". It's "make a day-one hire perform like a veteran on this task, every time."
+
+
+
+
+## Private Repository
+
+This is a real product that is in use by a real organization. The source code is not public, but the platform is available for licensing.
+Please contact me for more information.
 
-This Flow-based Agent Managemment (FAM) platform is designed to optimize and streamline in-person digitally assisted transactions/communication between a guest and an agent.
-To do this, FAM seeks to create 'workflows' from sub-processes identified during normal business operation. Big impacts are achieved just by shaving seconds off of the effort and time required to fulfill a customer's needs at the counter and building
-workflows that guide an agent through them rather than rely on experience.
 
 <blockquote>A welcome screen using the default theme.
 <a target="_blank" href="/img/projects/fam/example-welcome.png">
@@ -106,9 +126,6 @@ workflows that guide an agent through them rather than rely on experience.
 </blockquote>
   
 
-## Private Repository
-The complete implementation of this project was tailored to the needs of a large organization. As such, the source for this project is private.
-
 <blockquote>A short video of the platform's operation.
   <video width="640" height="360" controls>
     <source src="/img/projects/fam/runthrough.mp4" type="video/mp4">
@@ -116,14 +133,12 @@ The complete implementation of this project was tailored to the needs of a large
   </video>
 </blockquote>
 
-## Summary
+## Details
 
-In the context of <b>FAM</b>, an \`interaction\` is the behavior that occurs between a guest and an agent.
+In Workflows, an \`interaction\` is the behavior that occurs between a guest and an agent.
-An \`agent\` is a real-person (and most often a representative of some business) whom is interacting with a \`guest\` in order to exchange information or complete some task. 
+An \`agent\` is a real-person who is interacting with this \`guest\` in order to exchange information or complete some task. 
-
-A front-desk employee at a hotel checking in a guest is an easy to reach example. The ticketing/admission agents at an event might be another.
-These agent to guest interactions are what drive an organization on the ground. 
 
+A front-desk employee at a hotel checking in a guest is an easy to reach example. 
 
 <blockquote>A standard conversation flow
 <a target="_blank" href="/img/projects/fam/standard-conversation-flow.png">
@@ -132,9 +147,8 @@ These agent to guest interactions are what drive an organization on the ground.
 </blockquote>
   
 
-These interactions might repeat throughout normal business operation, and more than one may happen at once. Agents can
+A normal business day might see these interactions repeated hundreds or thousands of times, and the time taken to complete these interactions
-(in general) only handle one interaction at a time.
+might vary significantly from one agent to another. Each agent can also generally only handle one interaction at a time.
-
 
 <blockquote>A line of workflows waiting to happen
 <a target="_blank" href="/img/projects/fam/flow-lineup.png">
@@ -142,9 +156,9 @@ These interactions might repeat throughout normal business operation, and more t
 </a>
 </blockquote>
   
+Scale this up.
 
-Scale this up. Hundreds of guests, or thousands of guests arriving at a high rate. A once a year event is happening or somesuch. 
+Hundreds of guests, or thousands of guests arriving at a high rate. A once a year event, if you will.
-Most organizations at such scale aren't going to have a single agent handling any task that might be a bottleneck to normal operation.
 
 
 <blockquote>An surge of workflows happening all at once
@@ -153,12 +167,14 @@ Most organizations at such scale aren't going to have a single agent handling an
 </a>
 </blockquote>
 
-With or without the additional help — at scale — little variances in the amount of time spent in every component of an interaction while
+Okay, most organizations aren't going to have a single agent out there handling such scale, but even with numerous agents the variance in handling time
-completing tasks and exchanging information might have a very high cumulative impact on a business' ability to scale operation to bursts in demand.
+is a real bottleneck to operations. Little variances in the amount of time spent might have a very high cumulative impact on a business' ability to scale
+operation to bursts in demand.
 
-FAM supports breaking these interactions down into streamlined, consistent, efficient, repeatable, and flexible 
+Workflows envisions breaking these interactions down into streamlined, consistent, efficient, repeatable, and flexible 
-workflows. 
+workflows that can be completed by agents of any skill level with minimal training.  
 
+The images below are more technical documentation, but they do look neat. Bonus points if you get it.
 
 <blockquote>
 <a target="_blank" href="/img/projects/fam/workflow-steps.png">
@@ -179,29 +195,39 @@ workflows.
 </blockquote>
 
 There is a minimum amount of time that it takes an agent to complete a task in a UI, on average, and a reasonable maximum amount of time that might
- be spent on the same task in the same UI, on average.
+ be spent on the same task in the same UI, on average. Workflows compresses the space between the minimum amount of time taken to complete a task and the maximum aount of time taken. 
-
 
 <blockquote>
 <a target="_blank" href="/img/projects/fam/variables.png">
-<img src="/img/projects/fam/variables.png" alt="A workflow may allow traversal between steps." width="800"/> 
+<img src="/img/projects/fam/variables.png" alt="Attempt to demonstrate variance in workflows." width="800"/> 
 </a>
 </blockquote>
 
-FAM targets these little variances. By doing this, FAM reduces the amount of time lost to mistakes and the overall interaction duration without reducing the quality of the interaction 
+
-through purpose-built UX-first guided workflows.
+# Workflows Process
+
+The prerequisite to a good set of Workflows is to identify the tasks that are being performed by agents and the time taken to complete these tasks.
+Most tasks can be broken down into sequences of steps, and these steps can be made into workflows that are repeatable and consistent.
+
+You divide these more modular tasks into stages, and then create consistent UX/UI experiences for each of these stages. 
+Some tasks share stages, and some stages are unique to a task. Some stages are simple, and some stages are complex. 
+Some tasks may even involve one another.
 
 Task identification from business analysis are made into functional workflows that support reducing the time taken to complete tasks while also addressing the variability in 
 how much time that it takes to complete these tasks. 
 
+Workflows is not a one-size-fits-all solution, but it is a platform that can be used to create solutions for many different business processes.
+Just 50% coverage of tasks can have a significant impact on organizations that have a high volume of interactions with their customers, clients, or guests.
+See the testimonial below for a real-world example of how this platform was used to improve the guest experience at a large convention in Atlanta, Georgia.
 
-<blockquote>The FAM platform runs on a vue/nuxt stack. Here's a part of the app structure in a diagram, without exposing too much.
+<blockquote>Technical document. Partial app structure.
 <a target="_blank" href="/img/projects/fam/reference-1.png">
 <img src="/img/projects/fam/workflow.png" alt="Workflow architecture" width="800"/>
 </a>
 </blockquote>
 
 
+## Steps
 A step can contain any type of work, and can be used in multiple workflows.