The Challenge

To help incorporate a human-centred perspective to guide the design and implementation of a new incident management platform

This Major City Service was attempting to implement a new customer relationship management software that would be used by thousands of employees daily to report incidents happening across their locations.

The Approach

We gained an understanding of the specific pain points existing within the current incident management reporting process to develop a future state that incorporated user needs.

We conducted in-depth ethnographic studies with 16 internal staff members, which lasted 90 minutes and consisted of interviews and observational shadowing. The protocol focused on first understanding the current state of reporting, the pain points that existed within it, and finally how their specific role connected to the larger ecosystem of the staff who were affected. Because each staff member had varying roles in the process, we recruited at all five levels of staff, from front-line workers to senior managers, and adjacent staff members including HR and Facilities.

The Result

The insight from this work helped guide the development of the new incident reporting management software and influenced a human-centred approach for other services by this client

The project resulted in the creation of a current state user-experience journey map with a set of specific pain points mapped to it; a set of overarching insights that covered behavioural and systemic context; and a set of design principles that helped the implementation team directly create solutions based on the extent of the technology.