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:
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General Times Data Provider: Estimated case completion times based on historical data.
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Quick Access Status Checker: Provided a snapshot of the current case status with minimal authentication.
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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
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Understand the client’s intended use and user expectations for the tool.
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Improve alignment between the tool and user needs to reduce call volume and increase user trust and satisfaction.
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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


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

Data Interpretation & Analysis
Develop the users stories via data
Recommendations

Recommend ideas based on the findings, to product owners iterate as needed.
Research - Phase 1
​Phase 1​​
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.
Competitive Analysis
Reviewed online forums and user feedback to identify gaps and features in competing tools.​
Research - Phase 2
Overview​​​
User Interview Methods
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Journey Mapping Interviews: Interviewed users to map their case tracking journey and visualize it as a timeline.
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Participatory Design Activity: Users envisioned and described their ideal case tracking tool through a creative "Build Your Own" activity.
Participants
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7 applicants with an active case
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2 Applicants with a closed case
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Results​
Persona Development
Persona 1:
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Characteristics: Optimistic, well-prepared, familiar with the organization’s tools.
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Needs: Clear, reliable information and timely updates.
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Goals: To stay informed and manage their case effectively.
Persona 2:
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Characteristics: Relaxed demeanor, low preparation, and knowledge.
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Needs: Transparency and regular updates.
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Goals: To feel reassured and informed without unnecessary stress.​
Prioritized Recommendations​
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Enhance User Expectations: Clearly set and communicate user expectations before and during the application process.
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Increase Transparency: Offer greater visibility into personal case information for users.
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Clarify Estimations: Provide clear explanations of what case estimations mean and how they are calculated.
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Streamline Updates: Minimize the frequency of estimation changes and improve the clarity of update notifications.
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Humanize Communication: Use more empathetic and approachable language to improve the organization’s perception.
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Reduce Feelings of Abandonment: Implement features that ensure users feel supported throughout their experience.
Solution Development and Implementation
Ideation​​
Brainstorming Process:
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Analyzed research insights and recommendations to prioritize key focus areas.
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Used gamestorming techniques with the project team to explore possible solutions.
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Conducted three collaborative solutioning sessions with stakeholders to refine ideas.
Solution Development:
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Developed several wireframe concepts based on prioritized recommendations.
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Presented wireframe concepts to stakeholders for feedback.
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Iteratively refined wireframes into prototypes based on stakeholder input.
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Solution Concepts:
Concept A: Unified Dashboard
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Overview: Provides all information simultaneously, inspired by dashboard designs but with user-friendly, hideable sections.
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Features:
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Recent Events: Displays recent actions and updates in the user’s application process.
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Time Frames: Shows an estimated closure date based on historical data and the elapsed time since submission.
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Case Status: Provides insights into decisions made on current cases, and the status of cases that are closed or still processing.
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Event Outline: Highlights key milestones specific to the user’s application.
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Concept A Design Rationale:
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Comprehensive Information Display: Concept A was designed to present all relevant information simultaneously to offer users a complete view of their application status. This decision was made to address user needs for clarity and thoroughness, ensuring they can access all necessary details in one place.
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Recent Events: Including recent actions and updates in the user’s application process responds to feedback about the need for more timely and detailed information. This feature helps users stay informed about the progress of their case and reduces uncertainty.
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Time Frames: Displaying an general time closure date based on historical data and elapsed time provides users with a realistic expectation of when their case might be completed. This feature addresses concerns about unpredictable timelines and helps manage user expectations more effectively.
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Case Status: Providing insights into decisions made on current cases and the status of other cases (closed or still processing) adds context and transparency. This feature aims to reduce user frustration by offering a broader perspective on case processing times and outcomes.
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Event Outline: Highlighting key milestones specific to the user’s application ensures that users are aware of critical events and deadlines. This decision was made to enhance the user experience by keeping them informed about what to expect throughout the process.
Concept B: Conditional Information
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Overview: Presents information based on the user’s current stage in the application process.
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Features:
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Personalized Estimation: Highlights a user-specific time range for application completion, with general time averages based on historical data.
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Event Outline: Provides a general overview of important events relevant to any application type.
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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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Concept B Design Rationale:​
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Personalized Estimation: Highlighting a user-specific time range for application completion, along with general time averages, addresses user concerns about the variability of timelines. By offering a personalized estimate, users can better understand the expected duration of their case while still receiving context on typical processing times.
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Event Outline: Providing a general overview of important events, regardless of application type, helps users anticipate key milestones without being overwhelmed by details specific to their case. This design choice aims to balance the need for useful information with simplicity and ease of use.
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Conditional Case Status: Displaying information on decisions and statuses only after a certain point in the process ensures that users are not inundated with data prematurely. This approach allows users to focus on immediate, relevant information and access broader case details once they reach a more advanced stage.
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