EMCOM
Client:
VHP Human Performance | Municipalitie of HaarlemTeam:
Vincent van Rheden | Ying Pan | Yuanshu LiMy Contribution:
Ideation | Balsamiq Protoyping | Axure Prototyping
Introduction
The municipality of Haarlem was interested in improving their overall workflow and its software tools. They hired VHP Human Performance who contacted us to help with the redesign of their existing front-office communication system. The front-office is the place where all the complaints and requests of the citizens are handled most messages come via email or a form on the website. In particular, the interest was in the handling of emails and setting them through to the back office.
The municipality of Haarlem was interested in improving their overall workflow and its software tools. They hired VHP Human Performance who contacted us to help with the redesign of their existing front-office communication system. The front-office is the place where all the complaints and requests of the citizens are handled most messages come via email or a form on the website. In particular, the interest was in the handling of emails and setting them through to the back office.
Vision
Empowering front-office employees to do their work efficient.
Empowering front-office employees to do their work efficient.
Mission
The aim of this project was to develop a system that would improve the email management for Front Office employees of the municipality of Haarlem. The main problem was how to improve the speed at which emails were handled and improve the communication with the back office for quicker processing of the emails.
The aim of this project was to develop a system that would improve the email management for Front Office employees of the municipality of Haarlem. The main problem was how to improve the speed at which emails were handled and improve the communication with the back office for quicker processing of the emails.
Action
Process
Brainstorm session
The result of the brainstorm session was a number of concepts that acted as a solution to the project. Of this one concept which was developed more in-depth.
Concept
The problem of quicker handling of the emails was solved by separating the emails from the citizen and from the back-office in two different tabs. The subject of the mail was highlighted to show clearly what the question was about. Below the question, there is an answering field for the officer to reply to the message on the right side and could open a quick chat function to ask questions to the back office for further clarification before answering an email.
Prototyping
An initial mock-up was created using Balsamiq prototype to evaluate the initial design internally. The final prototype was created with Axure to give users the experience of the final product. A single scenario was developed with the purpose of user testing.
User Evaluation
The Axure prototype was evaluated by end-users using the think-aloud method and task-based analysis. The users were asked to send a request to the back office in the system. From the User Evaluation, we learned that the system was easy to use without further explanation and that it was clear to the users how to set a message through to the back office. It was found handy that the name of the person you are replying to was already filled in as was the footer. This saved time in composing the message.
Process
Brainstorm session
The result of the brainstorm session was a number of concepts that acted as a solution to the project. Of this one concept which was developed more in-depth.
Concept
The problem of quicker handling of the emails was solved by separating the emails from the citizen and from the back-office in two different tabs. The subject of the mail was highlighted to show clearly what the question was about. Below the question, there is an answering field for the officer to reply to the message on the right side and could open a quick chat function to ask questions to the back office for further clarification before answering an email.
Prototyping
An initial mock-up was created using Balsamiq prototype to evaluate the initial design internally. The final prototype was created with Axure to give users the experience of the final product. A single scenario was developed with the purpose of user testing.
User Evaluation
The Axure prototype was evaluated by end-users using the think-aloud method and task-based analysis. The users were asked to send a request to the back office in the system. From the User Evaluation, we learned that the system was easy to use without further explanation and that it was clear to the users how to set a message through to the back office. It was found handy that the name of the person you are replying to was already filled in as was the footer. This saved time in composing the message.
