Revamped case management system

The Swedish Transport Administration (SWE: Trafikverket, TRV) is s govermental branch in Sweden tasked with maintaining and developing all road and rail infrastructure in Sweden. During my time as an UX-designer I redesigned several internal systems where this Case Management System (CMS) is one.

‍

TRV needs to keep track of complex errands relating to their mission. There are multiple agents with different tasks to complete in order to make sure that a certain errand is completed correctly. This demands a cohesive and holistic CMS . I was tasked with evaluating the old system and reimagining it in a better way which could improve efficiency, safety and usability.

‍

Challenges:

• The old system was neglected and had parts which were no longer used and forgotten, cluttering the UI and affecting the efficeny.
• The target group consisted of all employees at TRV, meaning the user could be everything from a person performing physical work at a site to a project manager working in an office.
• The target group was not only different in working roles, but also in age and technical experience.
  ‍

Due to the vast amount of users, the first thing I did was to conduct a System Usability Scale surveyin order to quickly get an estimation of the usability. With over 200 individuals answering the survey, the usability can was deemed as low and certain apspects of the system was especially neglected. The large amount of users were grouped based on their department and role. They were interviewed and personas were created to represent a role and a certain amount of tasks. This work was conducted over several months as one persona was based on at least 3 interviews, and over 15 personas were created.

‍

The created personas were then put into the context of tasks and work, which further revealed the need for new functions in a new CMS. The personas and the context, together with organizational demands, constituted the knowledge base from which a new CMS could iteratively be designed. I firstly started to map out all of the needed functions in wireframes, these were validated with persons previously interviewed and I conducted several workshops. As the functions and wireframes were validated, more functions and concepts started to take form. See the image below which depicts one concept with a timeline, which ended up being the concept being developed.

‍

‍

I completed a prototype ready for testning. But given the large amount of users I recorded a short video of myself explaining the whole project and its goals. Together with an instructual part explaining the user to open the link, explore the prototype and then begin the test. The video itself was a part of the whole test and explained all tasks from beginning to end. The end result was a prototype promising high usability while also allowing all different roles to complete their work and tasks.

‍

‍

Key takeaways:

• When dealing with over hundreds of users, each interaction and collection of data has to be carefully designed. The purpose of reaching out and the goal outcome has to be carefully mapped out.
• Being a tester is also a part of an experience. The test had to be easy to follow and conduct, while also being tested several times on its own to make sure it could provide the best possible results.
• Video can be a powerful tool when testing on a broad set of users.
• Users need context as to why they are being asked to test, and what goals exists with the testing - in this case a better work environment for the employees and  more efficient and safe processes at TRV.

‍

‍

‍