Queensland Treasury
As part of this project Haze Software was asked to design a new experience in Microsoft SharePoint for a tool that would facilitate active help-seeking and knowledge sharing for more simple issues, freeing support staff to engage in higher value customer engagements.
The challenge
We needed to create a new approach with a user experience designed to facilitate a cultural shift towards self-help and experience sharing that would support more efficient service delivery.
The approach
Understanding requirements
Keeping users and stakeholders involved throughout the process, and taking an iterative approach to design activities were critical to producing a solution that could facilitate assistance across the organisation.
We began by talking to a variety of users about their help needs and workarounds, as well as speaking to staff from the IT service desk about the common enquiries they received and problems they had to solve. The findings from these sessions were synthesised into a gap analysis, which formed the basis for developing new-and-improved content.
Rapid prototyping
Our prototyping process began with pen-and-paper wireframes, used to quickly brainstorm and prioritise potential functions and information views. SharePoint experts identified where changes were necessary for feasible implementation, and we iterated the design and review process until the wireframes reflected a solution that feasibly implemented user and business requirements while providing an enjoyable and supportive user experience. We then used hotspots to create a prototype that replicated the expected functionality of the tool, replacing the generic sample content with content informed by the topics and structure of the information architecture.
User testing
The most important part of designing a user experience is testing it with actual users. In one-on-one sessions, we gave users several common tasks to complete using the functional prototype, and then recorded and collated their responses, as well as general usability observations. The results from user testing sessions identified changes that would improve the user experience, and after applying these changes to the prototype, we went back to users for further testing.
The outcome
Since launch the response by users has been very positive and, together with the other components of the new customer service model, has transformed the way support services are delivered and perceived across Queensland Treasury.