Empowering Efficiency: Developing a Unified System for Premier
Premier, dedicated to empowering individuals with disabilities, faced a pivotal moment with their current system's imminent expiration, prompting the need for a unified and more cost-efficient software solution.
Less User Actions in Less Systems
88% Reduction in User Actions
Consolidation of 3 Systems to 1
Elimination of Manual Processes
3 Steps from Research to Stakeholder Presentation
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Synthesize results with AI-enhanced tools for insights into current process.
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Deliver improved workflows for an future solution and present to the client.
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Conduct User Research (Interviews & observational) with pre-defined goals.
Identifying Pain Points: Interviews and Observational Research
After defining the research goals and parameters around the process, we interviewed 3 employees who had a good overview of the currently utilized software to understand the main pain points and needs of the Premier.
It quickly showed that observing processes and scheduling live system demonstrations would be more beneficial and deliver more in-depth insights. We shifted to observational research with 5 employees from different departments who would walk us through their daily workflows.
1st
Research Goal
Understand Pain Points of Current Solution
2nd
Research Goal
Understand Needs for Future Solution
3rd
Research Goal
Find Areas for Improvement and Automization
Leveraging AI Tools: Analyzing Workflows and Pain Points
Using AI tools like Otter.ai for interview transcriptions, Kraftful for insights, and ChatGPT for user stories, we analyzed each workflow deeply and mapped pain points and needs to the applicable steps.
This process allowed us to craft detailed flow charts and relate what we heard during the interviews with any observed struggles.
Workflows, Research Notes, and Insights
Streamlining Operations: Proposing Automated Workflows
We revisited and refined Premier's workflows by looking for ways to automate, integrate, and optimize processes. We identified that there was a strong need for automation and data, which allowed us to present much shorter and more efficient workflows to the client.
Our proposal was showcasing a vision for a more streamlined and efficient operation, that we would love to build for Premier in 2024.
Workflow (Before)
Workflow (After)
Delivering Results: Significant Reduction in User Actions and Enhanced Efficiency
88% Reduced User Actions
An enhanced workflow for training plan cloning and assigning employees to a cloned training plan in 14 clicks vs. 109 current clicks, eliminating manual emails, reducing systems used from 3 to 1, and removing the need for spreadsheets.
Cutting Data-Entry To 1 Entry
A remapped onboarding workflow for new support staff, reducing double data entry across 5 systems to a single entry in one system, and consolidating the responsibility from more than 2 teams to just one.
User Observation and AI Integration: Key Takeaways
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Observing users in action can be more effective than verbally interviewing them one by one.
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AI is POWER. AI-Tools speed up research synthesis and help crafting compelling results.
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Interviewing just 1-2 key stakeholders can offer sufficient understanding of a project's scope.
