Team members:
Alma Swärdh, Emma Nicklasson, Jonna Åström, Lovisa Harald, Arezou Mortazavi
My role:
Researching, Interviewing with resource team members, Ideating, Wireframing
Timeline:
3 months (2022)
Mentor:
Background:
Our project group’s core mission is to conduct a comprehensive analysis and exploration of the service in order to identify opportunities for enhancement within the existing system.The overarching goal of the resource team is to equip its members with supplementary education and training, setting them apart from the main staff at the units and enabling them to serve as a complementary resource when required.
In light of this overarching goal, our project is dedicated to addressing the challenge of identifying potential improvements in the organization and design of the service system. We are committed to ensuring that the service system operates at its highest level of efficiency, benefiting both our internal teams and the individuals we serve.
Design Process:
We began by conducting interviews with several resource team members, as well as the project owner. This allowed us to gain a deeper understanding of the context and identify areas in which we could contribute and make improvements. Subsequently, we conducted a brainstorming session, followed by the categorization of our ideas into four distinct dimensions. We carefully selected four key dimensions for our concept space: Efficiency, Feasibility, Digital Platform, and User Engagement. Efficiency is a paramount consideration since our primary objective is to enhance the effectiveness of the existing process, all while ensuring it remains feasible. When we refer to feasibility, we emphasize the importance of crafting a concept that is not only innovative but also realistic and implementable within the framework of Uppsala kommun.
The dimensions of Digital Platform and User Engagement are equally vital within our concept space. The former evaluates the level of digitization within the concept, striking a balance between digital solutions and other elements. This ensures that our concepts are not exclusively digital or entirely analog, but rather a harmonious fusion. Likewise, User Engagement is a critical dimension, emphasizing the significance of user interaction and involvement in our solutions. It is essential to understand how users can and will engage with our proposed enhancements to guarantee their effectiveness.
Outcome:
Following a meeting with our client, we presented three main concepts. After a discussion, they chose the joint system concept. The client sees this system as a time-saving solution for all involved in the process, particularly beneficial for the resource team service system. While the specifics of the system are not fully clear to them, they see great potential in a unified platform for work requests and scheduling. -the joint system, designed to serve the administrator, the resource team, and the unit managers in Uppsala Municipality. The system adapts its views and functions to the user, streamlining communication and eliminating unnecessary phone calls. This efficient platform enhances the process for all parties involved.
Challenge:
In this project, we encountered several challenges, including a language barrier, cultural differences among the resource team, and the inability to physically visit the working area. As a result, all our interviews were conducted via phone calls, and our meeting with the project owner took place online. These circumstances made it difficult to be fully immersed in the project.