Neil Dixon
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Rollout Issues | UX/UI Case Study

 
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THe problem

The Ontario Cabinet Office currently uses a system called ‘Forecast/Rollout’ as a communications tracker tool for Premier/Minister’s Events,Issues,Social Media & Marketing. This system is used by each Ministry, Cabinet Office and is observed by Premier Office’s team. The current system has many design flaws that create more work for its users. Throughout the discovery and define stages of this project many problems with the system surfaced. A design challenge emerged:

How might we design a communication tracking tool for issues management that has great scannability and input functionality for Ministry and Cabinet Office Users?


It is important to note that the ‘Issues’ section of Rollout is just one section in this communication tracking tool. There is also an Events page and Marketing + Social page. In order to understand how all of the sections of this tracker tool work, especially when there is an Event that has an issue, social and marketing attached to it. I gathered representatives from each team in one room and conducted a journey mapping session.


As a deliverable I then digitized it to send out to my team and use as documentation.

As a deliverable I then digitized it to send out to my team and use as documentation.

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I grouped the process into three sections titled


“Notification” - how each department is notified there is something coming down the pipeline

“Work/Edits’ - the real grunt of the work/editing is done

“Approvals/Posted” - The approval process and the finalized published work from the system

USER INTERVIEWS

I Interviewed The Cabinet Office Issues team and 2 Ministry Issues teams to gather insights as to what the current pain points were. Both interviews lasted 1 hour where I asked questions regarding work flow, pain points, what they liked about the system etc.

AFFINITY MAPPING

I plotted all of the points I gathered from my interviews, colour coded them and placed them on a sheet of paper with sticky notes. I also created a list of what actions and timelines happened during 1 week with each user group. I grouped all of my findings into commonalities and then labelled what the theme was.

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USER INSIGHTS

These were the following user insights I gathered for what the new Issues section of Rollout will need improved

  • Need for a week of Option instead of choosing a specific date

  • ‘Other’ option with text box needed for inputting issue

  • Key Contacts never used/inputted but need to be

  • Ranking system is essential

  • New/Updated Status important for user

  • CO has separate tabs for each text field item that Ministry can’t see to make edits to text from a CO perspective

  • Formatting issues with bullet points make scan-ability hard

  • Title text field is too short some users use acronyms and explain in notes field

  • Other section in Tactics is used for social media


SITEMAP

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User Flows

These are 2 user flows that are most common for a Cabinet Office and Ministry User. Cabinet Office only views imported Issues, whereas Ministries are responsible for inputting Issues.

Current CO Afternoon Scan User Flow

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Current Ministry Add Issue User Flow

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Data Entry Issues

My user interviews also revealed that many users were having to use the ‘other’ field to input a “media response”. This was a quick win to add to the Tactics section. I worked with our data team to see what was being entered through other and how many times.

 
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PERSONAS

Based off my user interviews and the insights I gathered I also created two personas. Personas are personally helpful for me so I can refer to who I am designing for.

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CARD SORTING

I contacted all of the users that I interviewed and asked them to participate in a card sorting activity to highlight the order in which they filled out an Issue to help me determine best layout order.

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SKETCHES

LO-FI WIREFRAMES

Discussing what was feasible with the development team I was able to determine what could be fixed. The lo-fi design of the dashboard attempts to solve dashboard related issues/requests that users had:

Scan-ability on the Dashboard

This design solves:

  • There is a clear section for where an issue is new/updated

  • Ease of scan-ability

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Ease of Access

This design solves:

  • Simple drop down will highlight the important details of an Issue

  • Formatting will allow for bullet points.

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Grouping Information

This design solves:

  • A ‘to be confirmed’ toggle for events they don’t know the date/time of

  • Other option selection provides a text box for more detail

  • Key Contacts lay out to attempt to promote use

  • Title text field has 255 character limit

  • Improved layout of form for easier scan-ability

In the Details

This design solves:

  • Clean organized content

  • Key contacts has email link for ease of access to contact user responsible for entry

  • Activity log highlights who changed what

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User Testing

The same users I interviewed I was able to do usability testing with. This involved asking them to complete a various list of tasks such as creating an Issue, seeing more details, exporting a report, filtering by Ministry, Tactics and Categories and many more.

Overall the users were very pleasantly surprised with how simple the interface was. The issues they had faced prior were solved by my designs. However there were some issues with not knowing the the titles were clickable.

The Final Product