Project 2: Services Feature Usability Audit

Context Setting

Casebook PBC is a platform for human and social services workers. It’s comprised of a family of integrated apps. Casebook’s solutions are the response to frustration among human services professionals and leaders who have struggled with antiquated information systems. I experienced this first-hand during my many years as a case manager and therapist.

Challenge

Casebook’s Services feature is a tool for human and social services worker to document the impactful services they provide to their clients. Based on usage metrics, this feature is greatly underused. The challenge and goal of this project were to learn from users about needs for documenting services and understand why our Services feature is or is not meeting those needs.

TEAM

Our team included me, Product Managers Phil and Pavithra, and UX/UI designer Aamir.

MY ROLE

  • Consult on the research plan, strategy, and script

  • Conduct research interview sessions

  • Analyze research data

  • Facilitate affinity mapping workshops

  • Collaborate on the presentation deck

  • Consult on recommendations based on the findings

  • Create User Journey Map

“The services research project was clearly at a new level for us as a team. I am sure it was a group effort, but I am guessing that you [Eréndira] really directed this and brought some of these more common research standard practices to the team to make it possible for us to do such an analysis. Great work”
— Nicole, Chief Product Office, private Slack message after team's presentation of this work

Process

  • Create the research plan

  • Identify research participants from our existing customers

  • Design usability script

  • Conduct interviews

  • Analyze interviews

  • Affinity mapping

  • Present findings and actionable next steps to prioratize

FIndings

Services findings.jpg

Additional CONTRIBUTIONS

Services User Journey Map.jpg

Next steps

  • The next phase has initiated. I have partnered with Aamir to re-design end-to-end services journey based on our learnings from Part 1. The findings from this research study made it clear that other features from our platform, Goals and Notes, will also have to be redesigned to make our platform user-centric. The Services, Goals, and Notes mid-fi clickable prototype will be instrumental in Services Feature Usability Audit Part 2. Stay tuned.