Online Data Ordering System
Role
Designer
Client
Federal Agency
Timeline
12+ Months
Tools
Adobe XD
Overview
The Engineering Library is responsible for data management and archival services as well as distribution of data through various request processes. There are solutions to the current process, which would allow for users to obtain the data that they need in a more efficient and streamlined way.
The challenge, due to unfamiliarity with the process, complexity of the service and the outdated request submission procedure, it’s not always clear to users how to successfully request the reports.
The goal of this effort is to design a new digital ordering system that will allow users to quickly and easily request mapping documents and data from the Engineering Library. As well as understand branding and user entry points.
• Improve Usability
• Improve Communication
• Promote Process Transparency
• Simplistic and Effective Design
Discovery
This was our overall approach:
Understand project goals
Review existing process and system documentation
Plan and conduct stakeholder interviews
Plan and conduct design thinking workshop
Analyze and document relevant processes and information
Identify findings and recommendations
Propose design priorities
Although customers are provided with the updates via email, they tend to get lost.”
— Stakeholder InterviewFrom these set of activities, these were the summary findings
Theme: Digitalization & Process
Insight: Engineering Library uses outdated systems and manual processes, relying heavily on workarounds hindering stakeholders in completing their task
Opportunity: Digitalize processes and enable more efficient workflow to enhance customers in requesting data, and the Engineering Library team delivering data
Theme: Visibility & Discoverability
Insight: Issues around discoverability and lack of digital capability impact the ability to meet the needs of customers searching for data and information
Opportunity: Create a site/application to increase visibility and awareness around the Engineering Library to assist customers in finding the information they need
Theme: Visibility & Discoverability
Insight: Issues around discoverability and lack of digital capability impact the ability to meet the needs of customers searching for data and information
Opportunity: Create a site/application to increase visibility and awareness around the Engineering Library to assist customers in finding the information they need
Ideation & Design
From there, I started to create a site map and mock up low fidelity wireframes. This allowed stakeholders to reimagine how the process could impact customer in a positive light. The process was iterative, every week taking wireframes transforming it to high fidelity mock ups section by section. This cadence allowed us to obtain quick feedback to continue our iteration process smoothly.
User Testing
Once the customer designs were in a good place, we did user testing to gather insight and continue refining the user flow based on user feedback.
To hold this study, we created a research plan focus on collected qualitative and quantitative data to answer several research questions including:
Processes and workflow
How well does the new digitize processes improve customer journey and staff’s workflow? Are there any new pain points?
Branding and discoverability
Does the name of the site match customers expectations? Does the name match what the site offers?
Layout and visual design
What are users’ overall impressions of the site?
Content and information architecture
Understand whether customers have all the information they need to be successful in their tasks. Is the content in the right place? Do users understand the content?
Website
Outcome and Takeaways
Within the first month of launching the staff had wonderful news to share on the process and transparency this service now has thanks to the new website site. The team will continue to monitor traffic through google analytics.
Future enhancements, to add a feedback tool to the site to gather user feedback in real time to address any bugs or issues.
The biggest takeaway from this project was collaborating with multiple cross functional teams. Communication played a huge role in understanding what user need, ensure all teams have access to the data and information, and staying on top of everyones work.
Another area was around scope, understanding MVP while staying in scope. It’s fun to add and suggest new functionality and innovations but if we do not have the technical capacity nor the understand the cost, it hinders the entire process.