Redesigning a caseworking system for a better experience
Home Office
Private beta 2018
As an interaction and content design team, we paused a caseworking system that was being built to propose a simple, flexible and adaptable redesign that transformed the tool into a capability that could be used across multiple teams.
Discussing a new flow for a caseworking system
The problem
A caseworking system was being built to prioritise cases for an internal pilot team to pick up. However, what was being built was not the right thing as it was:
- based on limited scenarios and assumptions
- focused on isolated functionality in time-boxed sprints
- built without sufficient time to explore the end-to-end journey
The design proposal
Working closely with a content designer was fundamental in reviewing our design approach as interactions and information needed to be explored together. We designed a proof of concept which was presented to stakeholders. We highlighted the potential risks with the current build:
- not scalable, flexible or re-useable
- accessibility issues
- excessive development time to build
The benefits of the new approach would be:
- flexible and a more future-proof design
- more accessible
- cheaper and easier to build
- faster and easier to use
The new design proposal has a simple process flow for the caseworking system
The outcome
The stakeholders agreed with us and stopped the current build so the developers could build the new design. We've tested the new design with users and received a lot of positive feedback during testing to help us iterate. Since then, the design has been adapted for 4 different teams. This has been relatively quick and easy to do, but would have been expensive and time consuming with the old design.
- Links:
- Read the blog post about what we did in this service
- Interaction and content design, caseworking, mapping user flows and journeys