I work as a lead experience designer for one of the largest British organisations that provide infrastructure consultancy, facilities management, property management, energy, and healthcare services in the United Kingdom and Ireland. As part of my role, I was asked to consult UX for the E-Timesheet solution that allows company engineers' mobile forces to input information regarding:
- core working hours
- annual leave/sickness
This new digital solution was going to replace the paper-based processes currently used by the company.
The company has previously attempted to design a solution without involving the end users and by entirely skipping the discovery phase and UX input. The project was considered as straight forward so the business unit formed project requirements in the form of outputs (rather than outcomes) and handed them over directly to the development team.
As a result of this approach, users did not adopt the solution that was created and there was little budget left to fix all the problems.
When the business realised that end users were not able to use the solution, they asked me to identify the problems and define a plan of action to roll out the solution as quickly as possible.
I set up the "product squad" which includes people from various departments to help me apply an evidence-based methodology that involves end-users throughout the creative process to identify, conceptualise and design a solution which will be measurably easier to use, learn and remember.