Problem: A multi-department issue

Service Design

A government agency launched a new initiative, with a very complex system to determine the applicant's eligibility for it.

We designed and built the application form as well as helping design the service for the customer support team that was created to deal with the applications. The organisation also decided to pilot our project as the first agile project as part of an agile transformation process.

I was part of a team of around 8 consultants and worked for 6 months as a BA/UX with another BA.

Problem: A multi-department issue

Problem: A multi-department issue

The application was long and complex, and could fail at multiple stages for multiple reasons, which had to do with different departments within the organisation (like finance or fraud & compliance), which didn't have to be aware of each other until then.

Inter-department collaboration

Inter-department collaboration

Together with the BA, we performed interviews across departments to map the whole process of applying. We got in-depth information from members from different teams into a big schema.

Mapping requirements into stories

Mapping requirements into stories

Once we were sure we captured all possible scenarios, we mapped them into user stories and prioritised them for development.

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