Case Management

Goals

Modernized Employment Standard Officers case management tool and improved the user experience for tracking important dates, payments, generate letters, and store all the data and correspondence received by employers for both inspection and claim.
Designed the Ministry of Labour executive dashboard to easily assign and track all the cases across the teams in Ontario districts and regions.
Designed the Ministry of Labour Business Systems Analyst (BSA) admin panel.

Personas

To gain a shared understanding of an average user of the software. We did this exercise to begin understanding and building empathy for users of the software. This exercise allows the team to visualize their users and brainstorm their various characteristics and needs.

The team explored two types of users of case management:

An Employment Standard Officer
An Administrator (from the Ministry of Labour)

Roles & Permissions

To gain a shared understanding of roles of users of the app. At the end of this exercise we were able to reduce down the number of user roles to a few that are absolutely necessary for our initial launch.

Interview Prep & Synthesizing

We had a workshop where each person on our team wrote out potential questions to ask ESOs. The topic map below shows all questions that we felt would help us understand more about Case Management.

Synthesizing

We did a Synthesizing exercise after any round of research in order to analyze what we captured during the interviews.

We then used the output of this activity to identify patterns in collected research data, improve our understanding of users, and identify action items we could take.

Scenario & Sketching

After we prioritized the highest pain points for Officers we switched into the "Framing" portion of the Discovery and Framing, and we completed a Scenario Writing and then Sketching workshop.

In this exercise, the goal is to help visual the scenario we determined from the Scenario Writing exercise.

The goal is to help draw some basic wireframes first to express the ideas we have in our heads. The entire team takes part in this, not just our designers, to help better align our ideas beforehand. This could help avoid investing considerable time to make digital wireframes to only be scrapped afterwards.

Some High Fidelity Mocks & Final Design

8.0 Case Notes - Strikethrough Applied.j