Case Management System for Consumer Complaints
Analyzed the user experience of an enterprise solution to unveil existing gaps within the technology and service by conducting thorough internal and external user research.
CLIENT
Consumer Protection Ontario
ROLE
UX Designer
UX Researcher
RESPONSIBILITIES
Affinity Mapping
Service Design Blueprint
Process Maps
Project Brief
Our task was to evaluate the current case management system used by the Consumer Protection Ontario team by conducting user research internally and externally (with end-users) to determine existing gaps within the technology and service.
Problem Statement
How might we seek to understand and bridge the disconnect between our internal and external users to better understand their pain points and user needs to inform a CPO product roadmap and future technology options.
Research objectives
Internal research objectives
To understand the context, behaviours and needs of internal users & validate the previous research
To develop a clear understanding of the relationship between the internal CPO stakeholders and the business & consumers that engage with them.
To establish a path forward for what the CPO needs from a user experience standpoint to enable future success.
External research objectives
To understand the context, behaviours and needs of external users
What are user’s interactions with the CPO and the websites?
What are businesses' interactions with the CPO and the websites when handling cases?
What are external users’ information-seeking behaviour, and how do they navigate the current system?
Internal Research Users
Marketplace Intelligence and Consumer Services Unit
licensing Unit
Inspections Unit
Investigations Unit
Burials Unit
External Research Users
7 Businesses (6 regulated, 1 unregulates)
5 Consumers
Users
Research Recruitment
276 screener respondents
➡ Participants were recruited based on the following criteria:
1️⃣ Varying levels of familiarity and experience with the CPO
Types of Businesses
(unregulated, regulated)
Industry (Collection agencies, fencing, etc.)
2️⃣Diversity: age, location, proficiency with technology
Research Methodology
🧐 Research Sessions
Internal research
1️⃣ We prepared discussion guides for all 5 Units by brainstorming questions as a team.
2️⃣ Upon finalizing the questions for the discussion guides, we prepared note-taking guides in Miro and ran workshop sessions with the 5 Units.
External research
45-minute, 1-on-1 user interview sessions
Opening & closing questions to understand participant’s experience and past experience with the CPO
imitations and considerations
We aimed for diversity of types of businesses, but we have only one unregulated business represented in our research. So, it’s possible that the pain points listed don’t reflect the pain points of unregulated businesses.
📝 Research Synthesis
Feedback consolidated & scored as:
Key Issues:
Critical: Interruptions towards user experience; user is at risk of not completing the task(s).
Moderate: Pain points or confusions. Interruptive to user experience; task can be completed but needs more cognitive load.
Neutral: General notes/comments
Suggestions/Questions: Can be further explored & considered for future iterations
Positive: Elements appreciated and desired by the user; to keep or further explore
1️⃣ Complaint management flow
2️⃣ Licensing flow
3️⃣ Burials flow
We then consolidated the data into different flows
Deliverables
Service Design Blueprint
Process Maps
Research Findings
Users find it difficult to track the progress of cases and follow-up on staff.
The research findings were broken down into:
1️⃣ Current pain points within the various systems and units
2️⃣ User needs and feature requests
3️⃣ UI requests