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Second blog! What have we been doing?

Myself (Service Designer and User Researcher), George Mann (Product Owner), and Sandeep Bratch (Developer) had a 2 day planning session discussing user needs and designing things that users can use and users want to use.

The user needs from the leavers processes clearly indicate that managers who report leavers need (amongst other things):

- To know what they have to do
- To know what they have left to do
- To know that they have done the things they need to do

Overall, user research has shown that managers have a poor level of knowledge of the various processes involved in processing a leaver by the various departments. We know that this is because many managers do not process leavers on a daily, weekly or even monthly basis. Because managers do not see the various processes that ICT, HR, Facilites etc. perform, they do not view . Instead, managers expect and need a holistic service.

AFC have already identified this knowledge gap with their managers and Peter Moorcock, Jabed Hussein and their team are already producing fantastic work with regards to designing and updating content which will help their managers access and use the service successfully.

We are looking at getting the service providers more involved in the testing and design of these products. Sneha Advani and I went through various user journeys to illustrate why, to provide this service successfully, we cannot just have a form.

To offer this service holistically and to address users needs and managers current pain points, we will need to:

- Review and improve the auto communications sent from the Support Hub
- Perform a content and navigation review of the intranet & update and change this
- Clarify official policies regarding equipment
- Automate as many backend processes as we can
- Identify what information services would want from this data, and the best way to provide this.

We are coming to the end of our first development sprint this coming week, and we are going to have a rough working form and environment complete by then.

As ever, if you have any questions or would like a detailed walkthrough of our plans, please contact either myself or George and we will be more than happy to answer all and any questions.

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This is the first time I’ve ever written a blog. This blog will cover the things that I get up to, and will hopefully allow people and stakeholders who want to know what’s going on, see what’s going on.

So, the thing that I’m working on at the moment, is the process which managers have to follow to report that a member of staff is leaving. The problem that we’re trying to solve is that staff are leaving the organisation and HR or ICT are not being told of this in a timely manner (if at all). This results in data security issues, costs to the organisation as we run out of software licences, issues with staff passes still working after they’ve officially left the organisation, etc etc. The current state is that there are currently two forms to use to report leavers, a HR one and an IT one. These are kept in separate locations. At the moment, we’re finding that managers will often only submit one of these forms, or sometimes neither of them. Whilst the obvious answer is to just provide one form for both, to deliver an effective digital service, we need to design something that people can use, that fulfils their needs and also those of the business.

Over the past month, we’ve been conducting user research with managers across the organization, interviewing 17 managers in total. We’ve done this to analyse user needs, to see if providing a digital solution is really the answer to solving the problem that affects the organisation. After relistening to, and reviewing the transcripts of the interviews and breaking these down into themes, we still believe that a digital solution will help resolve the issue, but that more is needed beyond just providing a form which goes to IT, HR and Facilities.

We’ve found that managers have poor levels of process knowledge; that there is an unawareness of expectations on them with regards to what they are responsible for; that the processes are confusing; and that organizational policy between both HR and IT can be communicated more effectively at the point of using the service. Rather than blaming managers for them not submitting the forms correctly, it is more important to review how the service is being offered and trying to understand what is needed to create a robust, reliable and easy to use process.

At the moment we have a rough idea of what we want to produce and after two days of heavy planning are feeling quietly confident that we’ll be able to produce something with fulfils both the user, and the business need.
However, we know that we have gaps in our knowledge which require further work.
We also know that what we design won’t be perfect, and we’re prepared to fail a few times before we deliver something that works for users and the business. During release we will be constantly testing our designs with users, and with the business, so we design something that (hopefully) actually works.
I’ll be posting weekly blogs on this, and the future ones will incorporate designs and information of testing you can do if you’re interested. Please also feel free to send me an email or a hangout if you have an idea, or have questions or experiences regarding this you’d like to share.




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For all public sector people, please do join the official G-Suite Public Sector User Group. Your views are important.

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Hi Is anyone looking at using Amazon Lex or already using it? Thanks, Adur & Worthing Councils

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GAT Shield has added a feature to allow Admins block access to personal gmail accounts or to any other gmail account except the primary domain account. The rule can be applied to a user list, a group list or an OU.

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