Design Thinking Course – Final Assignment - Visualization Tool – Learning Launch. Imtiyaz.

Challenge

I’m a member of the Digital Department of an international Company and my new challenge is  to implement a new tool in the Operations Department to improve the provider assignment  processes of their activity. The scope of the project consist in automatize the selection and  assignment of the providers of all the claims opened in the system. Agents (primary users)  often have problems with the IT tools because a lack of training or because they were not  involved in the building of the tool or understand the real benefit of it. The project duration is  estimated in 3 months and it includes the training session for all the stakeholders (agents and  providers).

Selection

We’ve decided to use visualization tools, starting with workflows to summarize the activity of  the assignment to jump to journey map and walkthrough to try the learning launch tool and  cover the main ressistances of the teams to the new it tools implemented in their activities.

Application

During the first two weeks we organize our first meetings we organize with agents and  providers to try to understand the high level process and depict it into basic workflows to  ensure the activity was clear.

After this sessions we spend 2 weeks to organize tours in the agents and providers offices to  see how is the daily activity and how their interact with the current tools.

Once the activity is clear, we went more in detail and we organize face to face meeting with  the agents and  providers to see how they manage their tasks, how they tackle their problems  and how they feel with the existing tools.

After that we present a journey map that represents their daily activity with the tasks,  problems and priorities in different scenarios to receive their feedback and test our  hypothesis.

The second month is centered in the build of the app and to present to the users wireframes of  the application as well as walkthrough of the navigation to ensure that all the activities, tasks  and suggestions are accomplished.

Insight

By applying this methodology both users (agents and providers) understood better their  activity and the benefits of implementing the new tool. It also provide them a wide vision of  the whole business and understand the problems of the others allowing a more empathic  behaviour between them. It also provide them a more sense of collaboration and satisfaction  after presenting during the last meetings the prototypes and the final solution to the rest of  the stakeholders and they started to think on how they can improve it.

Approach

Next time I would like to improve the organization of the interviews (with online solutions) to  increase the exploration involve more people in the co creation of solution that is key to  transform the activities and the organizations.

