Web Co-Browsing Module
White Pajama, Inc. -- 2001

Bill designed this module of the White Pajama agent console to allow a support agent and a customer to browse the web together. It provides for starting and stopping a sessioin, transfer of navigational control back and forth, "conferencing in" a second agent or supervisor, transfer of the session to the second agent, showing or hiding the supervisor's typing, and robust error handling; all in a very small screen space.

Screen Mockup
Bill did not do the final visual design, so here is a sample illustration taken from the user interface specification:

State Transition Diagram
Part of a robust design is a rigorous specification of all possible states and the transitions between them: