Introduction
Access to agency systems is heavily regulated via job codes assigned to an employee’s profile by a myriad of administrators. The process by which employees request new privileges has been a source of frustration for users at every level. As a team we were tasked with developing and executing a plan to identify exact pain points hindering the process flow and provide practical recommendations that could be used for PI planning while adhering to a very short time schedule.
Artifact Example
Artifact Example
Process
Due to the time sensitivity of the project immediately we worked with stakeholders to identify the workflow process. Once the process had been identified we were able to extract role based personas to target for user interviews. Once personas were identified I worked to help upskill a small group of support team members to conduct user interviews, drafted an interview guide, and recruited participants.
Interviews were then conducted, summarized, and analyzed to provide a list of recommended feature changes to the platform. To help stakeholders properly prioritize features and to identify cross-dependecies the list a MoSCow priortization session was conducted with all stakeholders present.
Impact
The outcome this research was a prioritized list of features that were able to be used in the program increment planning session to plan upcoming work. The work identified additional UX/HCD work such as additional usability testing into the platform and sentiment gathering. In addition artifacts created during this research were used to guide future design discussions.
Lastly the upskilling that took place to gather additional researchers served as the foundation of the company's HCD upskilling program that is currently in place to help develop skills in non-HCD researchers that can be utilized in times of need.
