Case Management

Overview

The platform shall support a complex case management process, that requires a combination of tasks and workflows, such as a list of customers details, their lines of businesses, multiple statuses and risk levels. It has to provide easy and quick collaboration between the team members, various user permissions, allowances to the user to perform a range of different tasks; storage of content and images; case conclusions, decisions, and insights.

The product shall have the following general characteristics:

A solution with an underlying database configuration that supports multiple subjects connected to a single client.
Tracking of data access and modifications.
Ability to store and access set of digital assets.
A platform that is scalable, offers a basis for future features and capabilities.
Collaboration possibility.

Product and Business Goals

Easy and fast case management process
Adaptive and dynamic platform

My Responsibilities

Research
User Flows
User Experience
Detailed mockups

Team

1 Product Designer
1 Product Manager
1 Engineer

Exploration Strategy and Research Methods

1. Understand the mental models
2. Competitive Analysis
3. User Observation
4. Task Analysis

1. Understanding mental models

For better understanding the case management world, I led the study of the online and offline process, defining people’s behavior patterns, decision-making rules, and communication within the team.

2. Competitive Analysis

My goal was to identify the competition, how they’ve positioned themselves, how they present themselves, and what are their strengths and weaknesses.

I followed the next steps:

A. Conduct Research – Identify and categorise the top ten competitors.
B. Gather Information – Discover their vision, mission, values, strength and weaknesses,
similarities, differences, threats, value proposition, brand commitment, products/services, etc.
C. Analyze Information.

3. User Observation

With the purpose of a better understanding of the user journey and interaction with the existing products, I conducted several user observations.
Through the observations, I wanted to discover their habits and expectations. How they proceed with the task, how they behave with complicated flows, what they do to solve the problem, which features they use the most and which not at all, interruptions, other tools that participants use.
In addition to just watching what they do, participants received precise tasks to complete for example – create a new case with different files, share with X team members, create a case and ask a team member to do XYZ, delete case, the case was deleted by mistake, is it possible to use the platform offline (internet issues), etc.

Due to the time and budget limits observations were executed remotely.

Participants:
Managers and their team members with experience working with similar platforms
Not experienced managers and team members
Technical and non-technical skilled people
Different age groups
Large and small teams, different company sizes (startups and corporations).

4. Task Analysis

I conducted a detailed task analysis to explore and understand the existing tools, and the information flows within it. Task analysis made it possible to design and allocate tasks flows appropriately within the new platform and distinguish functions to include in the case management platform.

Some of the outputs of task analysis:
Task flow
Task complexity
Task allocation
Data and information dependencies
Task frequency
Task variability and duration
Tools required for the task

High-Fidelity Wireframes

Outcome

Creating a case management platform had a positive impact on the company’s capabilities that has led to the business market expansion.
We succeed in creating a product that provides easy and quick collaboration between the team members, various user permissions, allowances to the user to perform a range of different tasks.
It can also be used in other service sectors as a primary tool for Enterprise Service Management at the company level.