Applying and receiving benefits
Trafford Council, UKWorking on a back-end change of the service is a good opportunity to review how that currently and in future would affect user experience and overall service outcomes.
Connecting user experience to operational outcomes
We had two workstreams during research, one user research and one technical discovery around back-end processing. I conducted the user research and overlooked the synthesis to combine research insights from both workstreams. We developed a future journey, that clearly indicates outcomes at every stage, for the users and operationally. Ideas were tested and captured in a storyboard, that brings this future journey to life.
A big aim of the project was to help the digital team to adopt a test and learn approach. I developed the framework and structure for the capability building to ensure that the learning can be applied and replicated in practice.
Identifying user groups and research methods
Setting up user research interviews with the council and users
Facilitating synthesis of 2 research work streams, the user research and technical discovery
Ideation workshop and concept development
Mapping of the future end-to-end journey
Developing storyboard and working with the product designer to illustrate the future service experience
Process
Clarifying the goals for the team development
Session for team members to reflect and select the skills they want to learn in the project
Organising a buddy scheme for team members to be paired with the right expert in the the field
2 weekly 1:1 mentoring to reflect and set goals and activities on an ongoing basis
Ongoing collaboration and support in leading research and design activities
Final reflection and analysis of teams progress
Capability building
"This has helped us to understand the correlation between automation of processes and the wider service. It is important that we are improving processes, and for that we now know what the future vision is that we are working towards to."Digital Team