Chat& - Customizing "Start Screen Sharing" Dialog
Hi guys,
We're building an enterprise live customer service application using LCCS -- and I love that Adobe FINALLY has a tech offering which finally allows for screen sharing -- but right now the business guys are not too happy about the user experience of the screen sharing process, which currently would go something like this:
[Assuming has already clicked button to start customer service session]
1) User clicks "share screen" button
2) If user has never used an adobe sharing product, they won't have the ConnectNow plugin. User is presented with a dialog "window" asking if they want to install the ConnectNow add-in.
3) Since video/audio will already be activated, user is coached by cus. service into clicking "Accept" to start the process.
4) ConnectNow installation process completes seamlessly.
5) User is presented with the "Start Screen Sharing" dialog "window"
6) User does not know what to do, and needs to be coached by the cus. service rep into what options to press to share their browser window.
7) User clicks "Window", "[page name]," and clicks "Share"
8) Assuming the user follows instructions correctly, the right area of the screen is now shared with the customer service rep.
This is a horrible user expereince, requiring too many steps, live coaching, and the user may land up sharing the wrong portion of the screen leading to potential privacy issues with the client company if the user accidentally shares the wrong part of their screen.
I understand why Adobe has done it this way, due to the limitations of requiring the ConnectNow add-in and security issues around guarding against malware attacks, and it's a life-saver that the ConnectNow installation process is seamless.
But it could be a lot better, if only the following were possible.
What I would like to know, and request, is:
1) That we could customize the "Adobe ConnectNow Add-in" dialog language to further explain to the user why they need to install this plugin? The final application will be highly branded, and the user has probably never seen the word "ConnectNow" before and has no idea what it is. Maybe use another word than "install," which scares many novice users into thinking "OMG, I'll get a virus!!" and quit the entire session.
2) That we could customize or enhance the "Start Screen Sharing" dialog wording? I understand this screen cannot by bypassed for security reasons, but it could be made a lot more user-friendly for a branded consumer product.
a) Changing the title of the dialog window would go a long way to assisting in creating a branded expereince, maybe put something like "Start [Company name] Screen Sharing"
b) Being able to add text below the window title that could help the user make the right selection without the need for live chat coaching or a visual demo before they get to that screen, such as
"1) Please select 'Window', and then '[name of browser window]' in the sub-menu;
2) Click 'Share' to share your screen with your customer service representative."
3) [AND THIS IS THE BIG ONE] To be able to pre-select the options available to the user SO ALL THEY HAVE TO DO IS CLICK "SHARE" -- no confusion, no coaching; as seamless as could be expected. The user could for obvious security reasons still change the options if they wished, but allowing the app to preselect the option would go a long way to making the process simple and seamless for the user.
4) Able to skin the "Start Screen Sharing" dialog so that it looks like the rest of the branded application, even if it's only a colour change.
If all of these were possible, THE USER WOULD ONLY HAVE TO MAKE TWO CLICKS. Click "Yes" in the add-in install window (if it comes up at all), and click "Share" in the screen sharing dialog. Which means, that the user may only have to make ONE CLICK in a best case scenario, with NO coaching. That would allow us to deploy a robust, enterprise-capable, branded customer service app that would really make this technolgy shine.
Thank you,
Joseph Balderson
Flex & Flash Platform Developer
PS: again, fantastic job on allowing for screen sharing & control, bravo! 
