Solidar was established in early 2003 in umeå. Today Soliar has about 70 employees and over130 000 customers. As a customer, you get help with active management of your pension savings, fund savings, pension forecasts, life insurance and survivor protection. The IT department of Solidar currently has five employees and four full-time consultants. They have continuously developed most of the systems that Solidar employees work in. The focus of this project is on the administrative interface "Admin" and the processes in which customer service works on. Customer service is a part of solider and they have 12 employees.
Our challenge is to map what needs of the Customer service when they work in admin. By investigating conscious and unconscious customer service needs, available tools, superior tools and business requirements. Our challenge was to achieving the best result of : making the processes more effective and easy to work with review what can be removed and add to the admin find and eliminate wasting in admin reduce cognitive burden for users of admin get a nicer graphical interface Reduce the learning time for new employees, which increases profitability increase customer benefit for the end customer The goal of the project is to make work process more effective and developing proposals for new process flows as well as sketches and mockups for how a new interface for admin can be realised. The results of the project include mockups and explanatory process descriptions.
Our first step is to understand how Customer service do to complete different tasks in the current “Admin” Therefore, our interviews focused on them explaining these tasks in more detail how their routines looks like. By using user journey map and analysing the information, we created a flowchart for these different tasks.To get as much as possible, we used a simple variant of user journey maps where customer service describe the processes of these tasks. With this data we can clearly see what steps are necessary for a task, and what steps are needed. A flowchart / task analysis can be used to visualise flow at work, thus finding shortcuts, unnecessary steps, trying to define the problem and other things that can be optimised. First workshop to get more details on how every task preformed on daily basis by creating
different cases/problems and giving it to Customer service to see how they solve it and preformed in the current admin. inorder to analysis flowchart of every task trying to improve these processes we used Empathy & User Journey Mapping in Workshop and we constructed different personas. Second workshop was focused on how and which things should be improved and brainstorming section using different exercise. At this point we had a good understanding who we were designing for, and what sort of problems to solve when creating the designs. We started brainstorming and roughly outline all the different design proposals we come across, combining different ideas and sketching, after user tests we took the concepts that tested well and converged into one prototype. We decided to move forward by creating hi-fidelity mock ups using wireframes.