Case Management

For a better understanding of the case management domain, I led a study of both online and offline processes, analyzing behavioral patterns, decision-making rules, and team communication dynamics.

My goal was to conduct a comprehensive competitive analysis to understand how key players position themselves, communicate their brand, and differentiate their offerings. This analysis aimed to uncover market trends, industry standards, and opportunities for a stronger strategic approach.

I followed these steps:

A. Conduct Research – Identify and categorize the top ten competitors.

B. Gather Information – Examine their vision, mission, values, strengths and weaknesses, similarities, differences, threats, value proposition, brand commitment, and products/services.

C. Analyze Findings – Evaluate the collected data to identify key insights and strategic opportunities.

With the goal of gaining a deeper understanding of the user journey and interaction with existing products, I conducted several user observations. These sessions helped uncover user habits, expectations, and behaviors—how they approach tasks, navigate complex workflows, resolve issues, and interact with different platform features. Additionally, I observed how they handle interruptions, rely on external tools, and adapt to challenges like internet issues.

Beyond passive observation, participants were given specific tasks to complete, such as creating and sharing cases, assigning tasks, deleting and recovering cases, and testing offline functionality.

Participants:

• Experienced managers and their teams familiar with similar platforms
• Inexperienced managers and team members
• Both technically skilled and non-technical users
• Various age groups
• Teams of different sizes, from startups to large corporations

I conducted a detailed task analysis to examine existing tools and understand the information flows within them.

This analysis enabled me to design and structure task flows effectively in the new platform while identifying key functions to incorporate into the case management system.

Key Outcomes of the Task Analysis:

• Task flow optimization
• Complexity assessment
• Task allocation strategy
• Identification of data and information dependencies
• Task frequency analysis
• Variability and duration evaluation
• Required tools and resources mapping

Building on the research and user flows, I developed wireframes to translate insights into a clear, structured interface. These wireframes defined the platform’s layout, navigation, and interactions, ensuring a seamless user experience. By focusing on clarity and usability early in the design process, the wireframes served as a solid foundation for the final product.

This visual represents seven different user types based on their account status, phone identification, and machine ownership, each assigned a specific login process (A–G) to ensure a personalized onboarding experience.

Developing the case management platform significantly enhanced the company’s capabilities, driving business expansion and market growth. We successfully created a product that enables seamless collaboration among team members, offers flexible user permissions, and allows users to efficiently manage a wide range of tasks.

Additionally, the platform’s adaptability makes it a valuable tool for Enterprise Service Management across various service sectors at the company level.

Key Achievements:

• Enhanced Collaboration – Improved communication and workflow efficiency among team members.
• Flexible User Management – Customizable permissions to accommodate different roles and responsibilities.
• Efficient Task Execution – Streamlined processes to support a variety of operational needs.
• Scalability & Adaptability – Suitable for expansion into other service sectors beyond its initial scope.