Customer task prioritization workshop

Overview

Provide a ux vision and recommendation for consolidating the tools and capabilities of four platforms into one under a common look & feel. A two-phased workshop with heavy users across North America informed prioritization for a new menu and opportunities for application improvement.

Problem statement

Craft a unifying navigational tool with a menu prioritized by user time on task.

Users & audience

Radio Asst. Mgr, Communications System Tech, Deputy Director, Ops & Comms, Communication Tech Officer

Roles & responsibilities

UX design & workshop facilitator

Process

A mix of users and non-users, our research goal is to understand:
which tasks are most critical, how do they do them, what tools do they use, what works and what doesn’t.

Phase 1

14 service capability cards
3 wild cards
Organize them in any way that makes sense to you

We organized 11 people into partners and the pair would prioritize their board of service capability cards. Each group would then present their board to the group and sessions were recorded.

In addition to the prioritization, as our participants discuss their board, they also conversationally point out where they are struggling and content within the service capabilities, including those which they do not use.

Phase 2

Brainstorm on expanding service capabilities
Mark ideas with $100 bills

Groups reconvened to brainstorm ideas to expand, improve the current service capabilities. Participants wrote down ideas on post its and got to post them under the corresponding service capability. After all groups presented their ideas, each participant got to mark ideas with $100 bills to indicate their favor (dot mapping).

Outcomes & lessons learned

The primary finding was that investment and prioritization were aligned in the majority of groups.

Additional insights included the following:

• Confidence in product data accuracy is medium to low

• Lack of visibility to orders causes additional manual work, phone calls, checking different systems

• Lack of visibility to cases depending on how or by whom they are entered causes confusion

• Customer talk about software or CPS - not Entitlements

• Unknown large interest in documents

Recommendations for additional research

• Is the sentiment a reflection of data, design, process?

• Understand Repairs (MSI & Customer perspective)

• Why is it that 1 group had no issues with cases and another, different group had no issues with orders?