Solving Problems by focusing on the team, the problem and the goals.
This case study is based on a client project that I cannot share fully under an NDA. While it accurately shows the workshop process and format in a generalized way, all data and details have been omitted. In an individual interview I can elaborate my involvement in more detail.
Role
Lead Designer —
Discovery, UX Research, Design, Prototyping, User Testing, QA, Requirements & Strategy
Team
Design Support (Anatolia Au)
Business Team (PO, PM)
Development Team (Developer, Data Engineer)
Overview
An internal operations management app that allows businesses to manage day to day operations as well as overall reporting of KPIs
The Problem
The business team had already done initial quantitative research with the entire department and identified multiple user groups and pain points. They wanted to come up with multiple ideas with different impact statements and roadmaps for each so that they could plan for the next 5 years and prioritize based on cost/impact. The goal was to focus on a number of ideas tackling different pain points for the selected user group without coming up with concrete solutions.
The Approach
Workshop Design
Unmoderated, qualitative. With a small user group to start, we provided some guidelines for testing and feedback. With the feedback we got (for both design and data) we were able to successfully plan for future features and improve on existing features and performance,
Outcomes
Post POC, we validated the user needs for our tool and and triaged improvements for both a PowerBI and custom build option. With added interest from different teams and user groups we added features and started documenting and building based on an expanding user group.
Analysis
Post POC, we validated the user needs for our tool and and triaged improvements for both a PowerBI and custom build option. With added interest from different teams and user groups we added features and started documenting and building based on an expanding user group.
The Results
In addition to the facilitation of the actual workshop, my role included many pre-meetings with the client to review all the existing research, determine which user group to focus on (chosen by mapping touch points for all personas and identifying which pain points overlap the most with others) and pre-designing the templates for the deliverable analysis deck.
Also as a very high-priority project within the department, we spent a lot of time refining the workshop outcomes afterwards, presenting the pitches to the other user groups who did not participate in the workshop, gathering both quantitative and qualitative feedback and incorporating them into impact statements to help the business make a more informed decision on their ultimate plan.
We came up with 5 full ideas with details on the goal, value, problems solved, what resources are needed and the impact each solution would provide. We also included an end-to-end updated workflow vision should most solutions be adopted and were able to present a clear picture of the value of digitalization and user focused solutions.