Improving operational efficiency and quality through user experience
InLife client experience
Services provided
In-depth interviews
Empathy mapping
Process maps
Co-design
Service design
User experience (UX) design
Background
InLife is a not-for-profit disability support agency for people with frequent and often complex support needs, typically at least 25 hours per week.
InLife engaged Made Simpler to help create tools and dashboards to help the operations side of the business run more efficiently.
The challenge
InLife was operating on a large number of SAAS products. The gaps or lack of integration between these systems created inefficiencies and made it laborious to monitor the status of operation fundamentals such as rostering. Staff needed to look in 8 different places to know what their tasks for the day were. The challenge was to define clear design principles for the front-end application, particularly around where the user experience should begin and end in relation to the back-end systems.
What we did
Conducted in-depth interviews with subject matter experts and staff (Co-ordinators)
Created empathy maps to capture the emotional, cognitive, and behavioural dimensions of the coordinator role.
Facilitated co-design workshops with staff
Developed a set of user experience principles to guide the design of the data-rich screens
Created a strategy-on-a-page to set up the framework for the project
Data interface design
Designed screens for multiple views, workflows, and states, from flow chart, to wire framing to Figma design
User experience consultation for Salesforce implementation
The result
The designs gave Coordinators the data they needed at the time they needed it, helping them to feel in control of their work day by knowing what needed to be done, what was looming and to feel the satisfaction of completing tasks. The screens designed will help staff understand, manage, and act on interconnected, often sensitive data.
“It’s important to include surprise and delight in design, even when it is for serious, staff facing enterprise software. Work tools don’t need to be mundane, overwhelming, or hard to use.”