The Challenge
A key challenge was that the system had to be redesigned and rebuilt in just 2 months using just the Saleforce front end as a mobile and desktop app. Volunteers with very low digital capabilities had to use use this service, which, given the data, involved required somewhat complex interactions.
The Solution
In my research, I found that the system was rife with problems: • The tool lacked info on services in the area that weren’t provided by local authorities • Users couldn’t search by location, only through post codes, which made it very unhelpful to search larger areas • Users couldn't search by type of service, so had to dig through information to find what they needed I ran multiple workshops with key stakeholders to use these pain points as catalysts for participatory design activities. I paired participants in groups, provided them with the ‘building blocks’ of wireframes, and let them ideate on improvements. The solution was a paradox: a more complex system, yet simpler for the user. It became clear that the best way to parcel out information was to divide it into three segments: that from local authorities, that from Citizens Advice, and that from third parties. By ‘pinning’ the location at the top of the page, the user could rotate through these different types of information. Additionally, mapping out how a system could intelligently identify what a user was typing in the search bar was vital. Was it a service? A location? A post code?
