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Revamping Case Tracking: Addressing User Frustration and Inefficiency

My Role

Designer

Researcher

Timeframe

3 Months

(On going)

Tools & Methods

Agile Scrum, Microsoft Teams, Adobe XD,

Mural, User Interviews, Desk Research,  Affinity Mapping, Gamestorming, Personas

Roles and Responsibilites

My design role and responsibilities As lead designer I facilitated conversations with stakeholders to gather needs and requirements for the revised tool. Curated and led brainstorming sessions with the project team, including product owners, data analysts, and developers, to gain insights into feature feasibility and functionality. Developed and iterated on wireframes and design concepts, incorporating feedback from stakeholders. Created several wireframe versions and high-fidelity prototypes for comparison testing. Ensured the design improvements aligned with the overall ecosystem and addressed user needs effectively.

My research role and responsibilities I Collaborated with the research lead to develop a research plan, set goals, and create a moderator guide for user interviews. Conducted foundational research through online forums and comparative analysis of similar products. Led user interviews and interactive activities to gather insights.

Project Overview

Evaluate and enhance an the existing case tracking resources to better align with client business goals and user needs.

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Tools in the Ecosystem:

  • General Times Data Provider: Estimated case completion times based on historical data.

  • Quick Access Status Checker: Provided a snapshot of the current case status with minimal authentication.

  • Personalized Estimation Provider: Offered personalized completion estimates using user account data and historical trends.

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Stakeholder Focus

Address high call volumes to the help center and improve user trust in the Personalized Estimation Provider tool, which had not been meeting users' expectations.​​

Objectives

  • Understand the client’s intended use and user expectations for the tool.

  • Improve alignment between the tool and user needs to reduce call volume and increase user trust and satisfaction.

  • Develop a tool that provides clear, accurate, and reliable case tracking and estimations.

The Process​​

Meet with clients and other stakeholders to determine primary needs and goals.

Goals

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Research

Review current state of products, relevant resources and compile user needs

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Data Interpretation & Analysis

Develop the users stories via data 

Recommendations 

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Recommend ideas based on the findings, to product owners iterate as needed.

Research - Phase 1

​Phase 1

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Desk Research

Reviewed over 560 survey comments from the past year, categorizing feedback into various sentiment levels. Findings revealed that 83% of users had negative experiences with the tool.

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Key Insights:

  • Unreliable information and lack of clarity caused user frustration.

  • Misalignment between product features and user goals.

  • Users sought accurate and definitive estimations of case milestones.

  • Predictive models and fluctuating timelines led to confusion and mistrust.

  • Insufficient communication regarding prediction changes exacerbated anxiety.

 

Competitive Analysis

Reviewed online forums and user feedback to identify gaps and features in competing tools.

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  • Key Competitor Features:

    • Application 1: Accurate case updates, professional consultation, and tracking of case events.

    • Application 2: Status updates, relevant news, and easy access to related resources.

    • Application 3: Comprehensive view of multiple case statuses.​

Research - Phase 2

​Phase 2: Overview

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User Interview Methods
  • Journey Mapping Interviews: Interviewed users to map their case tracking journey and visualize it as a timeline.

  • Participatory Design Activity: Users envisioned and described their ideal case tracking tool through a creative "Build Your Own" activity.

Participants
  • 7 applicants with an active case

  • 2 Applicants with a closed case

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​Phase 2: Results​

Persona Development

Persona 1:

  • Characteristics: Optimistic, well-prepared, familiar with the organization’s tools.

  • Needs: Clear, reliable information and timely updates.

  • Goals: To stay informed and manage their case effectively.

Persona 2:

  • Characteristics: Relaxed demeanor, low preparation, and knowledge.

  • Needs: Transparency and regular updates.

  • Goals: To feel reassured and informed without unnecessary stress.​

 

Insights Overview​​
  • Online filing instructions are clear for most users: Most users found it easy to use the online experience for filing a form

  • Predictive timeline feels misleading to users: Applicants believe the timeline predictions come from case case reviewers

  • Clear expectations of process may help prepare users: When applicants apply to forms with very little research they have uninformed processing time expectations, even those who were informed hoped for a clear vision of their journey

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Prioritized Recommendations

Several recommendations were made to stakeholders based on the various stages, tools and themes determined during research. The recommendations below reflect what recommendations were prioritized based on resources and business goals.

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  • Enhance User Expectations: Clearly set and communicate user expectations before and during the application process.

  • Increase Transparency: Offer greater visibility into personal case information for users.

  • Clarify Estimations: Provide clear explanations of what case estimations mean and how they are calculated.

  • Streamline Updates: Minimize the frequency of estimation changes and improve the clarity of update notifications.

  • Humanize Communication: Use more empathetic and approachable language to improve the organization’s perception.

  • Reduce Feelings of Abandonment: Implement features that ensure users feel supported throughout their experience.

Solution Development and Implementation

Ideation

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Brainstorming Process:
  • Analyzed research insights and recommendations to prioritize key focus areas.

  • Used gamestorming techniques with the project team to explore possible solutions.

  • Conducted collaborative solutioning sessions with stakeholders to refine ideas.

Solution Development:
  • Developed several wireframe concepts based on prioritized recommendations.

  • Presented wireframe concepts to stakeholders for feedback.

  • Iteratively refined wireframes into prototypes based on stakeholder input.

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Solution Concepts:

Concept A: Unified Dashboard

  • Overview: Provides all information simultaneously, inspired by dashboard designs but with user-friendly, hideable sections.

  • Features:

    • Recent Events: Displays recent actions and updates in the user’s application process.

    • Time Frames: Shows an estimated closure date based on historical data and the elapsed time since submission.

    • Case Status: Provides insights into decisions made on current cases, and the status of cases that are closed or still processing.

    • Event Outline: Highlights key milestones specific to the user’s application.

 

Concept B: Conditional Information

  • Overview: Presents information based on the user’s current stage in the application process.

  • Features:

    • Personalized Estimation: Highlights a user-specific time range for application completion, with general time averages based on historical data.

    • Event Outline: Provides a general overview of important events relevant to any application type.

    • Case Status: Displays information on decisions and statuses of cases, but this data is shown only after reaching a specific stage in the process.

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